Support Processes into Zendesk

6 댓글

  • Jessie Schutz
    Zendesk team member

    Hi Sebastian!

    Just to clarify, you're looking for a way to make your internal support processes available to your agents from within a Zendesk Support ticket, is that correct?

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  • Sebastian

    Hello Jessie,

    That's correct. We have processes in order to handle each customer request. It would be good to have the steps to be taken directly there beneath the ticket. Since this is no question that should be new, other companies already will have experiences with solutions, so I would like to know the good solutions for this.

    Best regards,
    Sebastian

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  • Jessie Schutz
    Zendesk team member

    Hey Sebastian!

    I can't think of any solutions off the top of my head...have you checked out our Apps Marketplace to see if there are any other options that might work for you?

    I'm going to include this question in our October Community Roundup to see if any other community members have experience with something like this!

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  • Sebastian

    Hello Jessie,

    I checked out the Marketplace, however, the options doesn't look so convincing yet. It should be a good process software and secondly having a zendesk connection.

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  • Heather Rommel
    Community Moderator

    At most places I've seen using Zendesk, they seem to use Zendesk to fulfill or support or enforce those processes, not necessarily to link to the process itself.  I've seen a combination of Triggers, Automations, Specialized Groups, etc. be used to work a ticket the way we should.  

    So for example, if the escalation process is to have a manager intervene on tickets that have gone for >4 days without resolution, they put in an Automation to Auto-cc that manager or email the Manager in that timeframe.

    Or if your customers require you to respond to all negative Customer Satisfaction responses, then they automate a report to go to the designated person on a weekly basis with that data for review.

    Or if you have SLAs, definitely plug them in and add the fields to your views.

    I realize that's not exactly what you're asking. The only thing that comes to mind that's close is to create a series of Triggers to post a Private Comment on tickets created for a Customer (hopefully you're using Organizations for each customer) and have that Private Comment link the agent to the process(es) for that issue or that customer.

    Hope this helps!

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  • Sebastian

    Thank you for the tip. However, the processes I means can't be automated. For example, the change of a certain security related thing. The workflow might be:
    * Check if the user sent form the right email addresS
    * Check the user in backend
    * In case he sent proof, is the proof following the following rules.
    * If so, please forward the ticket to the risk department

    Something like that.

    We notice that it's pretty time consuming to educate new supporter to the numerous processes in place that can't be automated. We have files with them, but checking there is time consuming as well, also the supporter nearly has to learn it in order to know where everything is written down.

    We experiment with lucidchart but, even though they use zendesk for their support themself, they don't have a zendesk app yet.

    What would be most convenient would be to have an app in the sideboard with a searchbox. The supporter can search for a certain keyword and the process is shown in nice steps to be solved. We might check out cloudset processes, but a more graphical thing might be better.

    In any case, surely other companies had this question coming up as well and they solved the situation somehow.

    Thank you!

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