Log Into the Root Zendesk Portal

Navigate to the Root Zendesk portal and log in using your Root Zendesk log in details.

Open Your Profile Menu

Once logged in:

• Navigate to  your profile icon in the top-right corner of the screen.

• Click the profile icon to open the dropdown menu.

  
  

From the dropdown menu:

• Click My activities
  You will be redirected to your activity dashboard.

View “My Requests”

Under My Requests, you will see all tickets you have submitted.

Each ticket displays:

• Ticket ID
• Ticket subject
• Last updated date
• Status

Click the ticket subject to open the full conversation.

View “Requests I’m CC’d On” and “My Organization”

Click the Requests I’m CC’d On tab to view tickets where you have been copied. Or visit the My organization tab to view all tickets your organization logged, this is user role dependent.

This is useful for:

• Monitoring cross-team issues
• Staying aligned on shared matters

Respond to a Ticket

To respond:

1. Click into the ticket.
2. Scroll to the comment field.
3. Add your response or requested information.
4. Click Submit.

Understanding Ticket Statuses

When reviewing your tickets, you may see:

• Open – Being actively worked on
• Awaiting your reply – Waiting on a you to reply

• Solved – Issue resolved

  
  

•  If your ticket is marked Awaiting your reply, please respond directly in the ticket to keep things moving.

Root Best Practice

Before logging a new ticket:

• Check My Activities
• Confirm the issue isn’t already logged
• Add new information to an existing ticket where relevant

• Keeping communication within one ticket helps us resolve issues faster.