Zendesk - Auto Generated Ticket Types in Check
Explore the various automatically generated Zendesk ticket types for efficient issue management.
This document outlines the different types of Zendesk tickets that are automatically generated through Check's system.
1. Failed Debit Tickets (Funding Failures)
Title: "Company {company_name}'s Funding Failure"
Content:
- Notification of failed funding attempt
- Amount that failed to be debited
- Date of attempted debit
- Actions taken:
- Whether employee payments were sent or not
- Account locking status
- Options for resolution (wire transfer or manual checks)
- Information about automatic redebit attempts if eligible
- Impact on tax liability payments and filings
- Next steps and resolution options
2. Employee/Contractor ACH Return Tickets
Title: "An employee or contractor of {company_name} was not paid"
Content:
- Employee/contractor name
- Company name
- Failed payment date
- Reason for failure
- Amount that failed
- Resolution options:
- Issue manual check
- Add new valid bank account
- Note about bank account removal to prevent future failures
3. Contractor-Only Company First Employee Tickets
Title: "A W-2 employee was added for company {company_name}, which previously was contractor-only"
Content:
- Company name and ID
- Previous contractor count
- Notice about need for implementation steps
- Request to complete outstanding implementation requirements
4. Collection Failure Tickets
Title: "{company_name}'s {collection_purpose} funding failed"
Content:
- Company name and ID
- Failed collection amount
- Date of attempted collection
- Impact on future payrolls
- Notice about transaction holds
- Options for funding (wire or ACH re-debit)
- Request for company's funding plan
5. Refund Failure Tickets
Title: "{company_name}'s {refund_purpose} refund failed"
Content:
- Company name and ID
- Failed refund amount
- Date of attempted refund
- Reason for failure
- Requirement for valid bank account
- Request for notification when new bank account is ready
6. Wire Notification Tickets
Content: "A wire payment has been received by Check at {datetime}"
Note: This is added as an internal note to existing funding failure tickets
7. Prenote Failure Tickets
Title: "Bank account validation failed for {company/employee/contractor}"
Content:
- Type of account owner (company/employee/contractor)
- Reason for validation failure
- Impact on future payments
- Instructions for updating bank account
- Links to Console for generating onboarding links
- Reference to API documentation
8. NOC (Notification of Change) Tickets
Title: "An ACH Notification of Change for {company_name} was received"
Content:
- Similar to prenote failure tickets
- Details about bank account changes needed
- Instructions for updating information
- Impact on future transactions
9. Company Processing Timeline Upgrade Tickets
Title: "{company_name} is eligible for accelerated payroll processing"
Content:
- Company eligibility notification
- Current and new processing timeline
- Criteria met for upgrade
- Impact on future payroll processing
- Next steps for implementation
10. Ohio JEDD Verification Tickets
Title: "Ohio JEDD Verification Required - {company_name}"
Content:
- Company location details
- Required verification steps
- Documentation needed
- Impact on tax processing
- Deadline for verification
11. Company Verification Tickets
Title: Varies based on verification type
Content:
- Verification decision category
- List of requirements
- Documentation needed
- Next steps
- Impact on company operations
- Deadline information
For Bambee companies:
- Special handling of notification conversion
- Additional collaborator requirements
12. Void Request Tickets
Title: "Void Request for {company_name}'s Payroll"
Content:
- Payroll details
- Void request reason
- Status of refunds
- Impact on tax liabilities
- Next steps for processing
- Timeline for completion
13. Fraud Reversal Tickets
Title: "URGENT: Fraud Reversal for {company_name}"
Content:
- Details of suspected fraud
- Actions taken
- Reversal status
- Impact on payments
- Required partner actions
- Next steps for resolution
14. Incorrect Signatory Tickets
Title: "Bank account validation failed for company {company_name}"
Content:
- Signatory name issues
- Impact on IRS processing
- Required corrections
- Documentation needed
- Timeline for resolution
15. Gusto Cash Account Notification Tickets
Title: "Gusto Cash Account Added for {employee/contractor}"
Content:
- Account holder details
- Limitations of Gusto accounts
- Potential impact on payments
- Alternative payment options
- Required actions
16. Historical Liability Debit (HLD) Tickets
Title: "Historical Liability Debit Scheduled - {company_name}"
Content:
- Collection amount
- Scheduled date
- Reason for collection
- Impact on company operations
- Payment requirements
- Next steps
17. Implementation Services Tickets
Title: "Embedded Setup - {company_name} ({company_id})"
Content:
- Company details:
- Legal name and ID
- Provider name
- Previous payroll provider and account ID
- Method to access previous provider
- Timeline information:
- Desired start date
- Preliminary Review SLA
- Expedited timeline status (if requested)
- Company profile:
- Pay frequency
- Estimated employee count
- Estimated contractor count
- Implementation services submission comment
- Status updates:
- Setup timeline (standard/expedited)
- Schedule for key phases:
- Worker setup
- Company and pay setup
- YTD payroll history setup
- Final setup steps
- First
Common Elements Across Tickets
Most tickets include:
- Company identification
- Provider information
- Custom fields for tracking
- Priority level
- Assignee information
- Relevant links to documentation
- Contact information
- Next steps or required actions
Last updated on November 30, 2024