How to Submit a Tax Request via Zendesk and JIRA

Table of Contents

• Overview
• Objective
• Platforms Involved
• Scope
• Related Resources
• Use Case
• Workflow
  • Step 1: Navigate to the Ticket
  • Step 2: Create a New Issue
  • Step 3: Fill in the Required Details
  • Step 4: Create the Tax Request
  • Step 5: Monitoring and Communication
  • Step 6: Backup Submission via JIRA
• Exhibits / Appendices / Forms / Supporting Documents/Resources
• Change Control Log

Overview

Objective

Platforms Involved

• Zendesk
• JIRA

Scope

Related Resources

• Internal Zendesk and JIRA manuals
• Tax request channel link (to be shared internally)

Use Case

Workflow

Step 1: Navigate to the Ticket

Locate the ticket in Zendesk where you are encountering the issue and need assistance from the tax team.

Step 2: Create a New Issue

Click on the option to create a new issue.

Step 3: Fill in the Required Details

1. Type "tax" in the issue type field and select "Tax Request."
   
2. The issue type will automatically set to "Tax Request."
   
3. You will be autofilled as the reporter and added as a watcher.
   
4. Leave the assignee field blank for quick triage.
   
5. Provide a summary, member's business name, email, MRM, tax years involved, priority level, and the member's name.
   

Step 4: Create the Tax Request

Submit the form to create the tax request. You can then access and monitor the ticket.

Step 5: Monitoring and Communication

Monitor the ticket in Zendesk, where the tax team will communicate with you.

Step 6: Backup Submission via JIRA

If Zendesk is down, submit the request directly through JIRA using the form link provided in the tax request channel.

Exhibits / Appendices / Forms / Supporting Documents/Resources

• Link to the JIRA form for backup submissions (shared internally)

Change Control Log

• Initial creation of the guide.