(Support) indicates the app is available for Zendesk Support.
(Chat) indicates the app is available for Zendesk Chat.
(Sell) indicates the app is available for Zendesk Sell
(Theme) indicates the theme is available for Zendesk Guide
New:
- Simple Social Connector (Support)
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Simple Social Connector integrates Zendesk Support with Facebook, Instagram, Whatsapp, SMS, and Google Ads. Create tickets from conversations happening on any of these channels and reply to them directly from a ticket.
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Aisera TicketIQ (Support)
- Aisera TicketIQ is a next-gen AI Service Experience solution. Aisera's TicketIQ product brings intelligent automation to classify and route high volumes of tickets, improve resolution times, and user satisfaction. TicketIQ empowers agents by recommending similar tickets, knowledge articles, and next-best actions. By supporting service desk teams through historical ticket analysis and auto-classification of tickets, TicketIQ reduces MTTR, bounce rates, and ticket misclassification.
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Asana Integration by Devops (Support)
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Asana Integration by Devops is a simple integration between Zendesk - Asana. Create, link, notify. The app allows the support agents to create Asana tasks from a Zendesk ticket form. It also allows support agents to link existing Zendesk tickets to an existing Asana tasks. In addition, the app allows support agents to help notify the Asana team, by sending comments from Zendesk Support.
- Respira Tag Files (Support)
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Respira Tag Files is a small app that will add tags with the file extensions of the attachments found in your tickets. For example, if there is a .jpg file in a ticket, a "ri_jpg" and a "hasattachments" tag will be added to your ticket. Then you can use those tags to create views, trigger events, automate actions, etc. A typical use case is sending an automated email to a customer if she forgot to upload a photo when opening the ticket, asking her to upload it. You may also want an agent to review the documents your users are uploading so they can be marked as reviewed.
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Ticket Classifier by Pythia (Support)
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Ticket Classifier by Pythia automates tagging and routing of tickets in your Zendesk Support. With Pythia Classifier you receive an efficient and affordable tool for automatic tickets tagging. The Classifier uses comprehensive domain-sensitive taxonomies that cover most of your categorization needs.
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Stripe Connector (Support) (paid)
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Stripe Connector gives your agents the power to deal with Stripe queries from inside Zendesk. No need to log into a separate application. Display the customer information captured by Stripe, including all contact, address, tax, and custom fields, search a list of all charges made to the customer, return a list of refunds that the customer has received and more with this customizable app.
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PayPlug (Support)
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PayPlug lets you collect card payments directly from your Zendesk Support tickets. Issue a payment request directly from Zendesk or link a payment issued via PayPlug from your other tools (PayPlug's back office, your CMS/ERP) to a Zendesk ticket. Send your customer a request for payment and collect it securely.
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Botfuel (Support)
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Botfuel is a sales enabling chatbot platform for E-commerce. Botfuels's shopping chatbot acts as the first line of support, and can solve more than 80% of customer inquiries automatically. This helps Zendesk agents to deal with those high-value moments that drive both CSAT and sales. Automatically answer frequent customer service requests, boost conversions, especially when your teams are offline, in the evening and over the weekend, engage hesitant visitors through personalised conversational campaigns, and enable up-to-date product recommendations and guide visitors in buying the right product.
6 Comments
Guys, we are currently missing so much this “Talk to a human” option in the non-configurable flows, specifically in this one: "when the user sends a free-text message and the bot can’t find any conversational shortcuts or article suggestions".
We are in the Answer Bot for social channel EAP, when an End User send a free-text message, the bot just mess with everything and the end-user can't talk with us if they don't fall in a valid flow. As there a way to activate it again?
I'm in the same situation. Please let me know how to make “Talk to a human” option active again.
Could you show me the image of this article?
Completely deactivating the "talk to a human" option seems counterproductive, as Chat should specifically have that option with FlowBuilder attached to it. Otherwise, you'd have a flow-chart of decisions the customer can take and if nothing fits the directive the customer is lost.
Hi @... and @Philipp, I’ve already replied to @Julio privately through the social EAP, but thought I’d share some additional context and clarification on this change here for visibility. I've also updated the broken image so it should be visible now.
Why did we do this?
We have received consistent feedback from our customers that you want full control over when and how your customers can escalate to an agent during an automated bot conversation, and were finding it surprising that these hard-coded (and i.e. non-configurable) escalations were occurring. This change is a short-term approach to resolve that.
Does this impact the existing Transfer to agent steps I've added to my configuration in Flow Builder?
No. The change only applies to the automatically inserted feedback and fallback flows. You can still add Transfer to agent steps wherever you choose throughout your flow, and existing Transfer steps will not be impacted by this change.
Can I customize the feedback and fallback bot end-user experience in Flow Builder?
Not yet, however we plan to make these parts of the experience visible to you in Flow Builder and configurable later in the year.
So how can my customer escalate to an agent from the feedback or fallback messages now?
When a user receives either the feedback or fallback bot message in the attached image, there are two ways to access a Transfer option when configured in your flow:
a) Click the “start over” quick reply and manually traverse your flow to where you’ve inserted the Transfer step. (The higher up the flow you configure it the easier it will be to find).
b) Send a free text message requesting human support. Assuming the words of the customer's message matches the content you’ve used in your Transfer step (e.g. “talk to a human”, “speak to customer support” etc.) the bot should navigate the user to the Transfer step via a conversational shortcut.
I hope that helps. Let me know if you have any further questions.
Thank you for your reply. I'll get right on that customize! And the image is now visible. I appreciate it.
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