As a B2B software company, our client base is primarily small to medium sized retail businesses. While we work with individuals from these businesses, the organization (business) is a very important relationship for us to recognize. For instance, we have VIP clients that require more of a white glove experience.
As Zendesk stands, it is very much focused on the user, and not the organization. I can see how this would be beneficial for B2C businesses, but not so much for ours. We need to see and understand the organization first, then the user.
Currently, we only partially use Organizations as a part of Zendesk. This is because we don't see them front and center as much as we'd like to. For instance, there is no column for organization on the support home page.
If we were to have that column, we would spend more time cleaning up our data so that we could rely on organizations, custom fields, and unique rules that pertain to these organizations.
What we'd like to see
Ideally, we'd love to customize the columns in the home page for support, exactly the same way we can customize columns for custom views.
Another big add would be to customize other attributes for the home page. For example, what types of tickets are shown, which group, and more. The ideal thing would really be able to select a view in settings that is used for the home page.
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