Tom Mayes

This is all helpful information. We have been using automation and triggers since starting as a Zendesk customer a few years ago. With almost 2000 Tickets on average per month, and 10 active agents, we wondered how we could further decrease agent touches and the gross number of Tickets through better self-support. We initially focused on those inquiries that were repetitive.We designed a troubleshooter decision tree placed directly on the Support page of our site to guide the customer to a hopeful solution. Immediately we saw the number of Tickets decrease by 25% as the customer was able to get their answer directly from our internal guidance. We deployed troubleshooters for other products with similar results. Our success in providing direct customer self-help spurred us to create a tool-kit (Zingtree) for others to use. Likewise, our Zingtree troubleshooter trees have an associated app in the Zendesk app marketplace. The sidebar app allows the agent to see the complete history of what a customer tried. So, if a customer was not able to self solve from the embedded troubleshooter, and submits a Ticket, the agent is able to see the history of what the customer tried. This type of knowledge has been invaluable in facilitating the agent's immediate awareness of the situation (therefore less back and forth), as well as identifying bottlenecks in the troubleshooter process.

We have always been impressed with Zendesk's myriad of options to create efficiencies.