How do I set up a Zendesk profile?

Setting Up a New Agency Benefits Coordinator (ABC) in Zendesk

Step 1: Add the ABC to Zendesk

New ABCs are added to Zendesk by Tier 3 analysts after the Benefits User Security Authorization Form is submitted to Benefits Administration.

To create or update the ABC’s profile:

1. Open the Zendesk (ZD) ticket.
2. Select “Change” to update the email from the original sender to the new ABC.
3. Zendesk will prompt you to enter the requester's email address.
4. If no name appears after entering the email:
   • This means the ABC does not yet have a profile in Zendesk.
   • Click “Add User”.
   • Enter the ABC’s full name and email address.
   • This action will create the profile.

Step 2: Guide the ABC to Set Up Their Account

During the one-on-one session, the Tier 3 analyst should provide the ABC with the following steps:

How to Set Up a Zendesk Account:

1. Go to the Zendesk Help Center:
   https://benefitssupport.tn.gov/hc/en-us
2. Click “Have you emailed us? Get a password”.
3. Enter the ABC’s email address.
4. The ABC will receive an email from Zendesk with a verification link.
5. The ABC should:
   • Click the link in the email.
   • Follow the instructions to verify their identity.
   • Create and enter a new password.
   • Click “Set Password”.
6. Once the password is set, the ABC’s Zendesk profile is active.