Zendesk guide

Important: This process and steps are related ONLY to users with AGENT profile, it means, a specific profile that grant you the same access like a standard support team in Brazil or any other country.

https://totvssuporte.zendesk.com/agent

To open a new ticket, click on “+Add” – New.

Select “TOTVS” brand and your user/agent contact:

You need to know what is the team/module this ticket will belong. Example: FAT, FIN, ATF, WMS…

In that case I want to open a ticket to SIGAPCP – Manufactura

Fill main fields on the left:

There is no “Right” option on “Causes” field.

On middle screen, fill Subject and Internal note about the actual situation/problem:

On the right side “Catalogo”, is the most important place to set right team when opening Jira Task (in next steps)

Now you can click on button “Submit as New”:

After that, you need to open this same ticket again:

This step is: Transfer ticket to “Maintenance area”, one step before to open a Jira bug task.

Click on “Apply Macro”

Choose ’03 – Transfer Maintenance”

Then, you will see an automatic text filled on middle field:

Here, you can replace with your text, telling why you are going to open a Jira Task.

And submit as New button again:

This screen is just to manage hours of working on tickets, nothing to be concerned, just confirm.

Next step is open this same ticket, again:

On the right bar, you can see “Jira work area”

Let’s create an “Issue” (Jira Task). For that, we need to know the PROJECT name/code of destiny team.

Normally, on this step, we just copy data from ticket:

The component field is essential to be right also. In case of doubts, you need to check with BR responsables.

Opening JIRA TASK

If everything run well, you will see your task opened:

Just confirm ticket button SUBMIT again and it is done!