Zendesk integration, a single view of your clients experience
Solve360 provides tight integration with Zendesk, a professional-grade web-based help desk software with an elegant support ticket system and a self-service customer support platform.
Imagine your sales team seeing at-a-glance what support requests the service team worked on for a client just before they make a call. This would naturally trigger them to tailor their conversation around the client's experience with your company. In the same light, how much time will be saved when the support team has the client's vitals right inside their Zendesk dashboard?
This integration enables Solve360 users to create a one-to-one connection with their Zendesk account, linking their CRM with their online support portal. With Solve360's flexible, easy-to-use system tied directly into Zendesk's help desk ticket processing, users will save time by accessing relevant information without leaving their primary application. The Zendesk-Solve360 integration gives your team a truly holistic view of their customers, and it’s drop-dead simple to enable and use.
You may need to control which users have access to the Zendesk information, so we’ve made sure you have the necessary control. Let’s review the simple one-time tasks to hook them up:
Setting this up only takes a minute, so let's give it a spin ...
Click on the Next link located in the top-right corner of this page to continue ...
One-time tasks to hook them up
Step 1 - Allow Solve360 to connect to Zendesk
Login to Solve360 and click: Solve360 menu (top right) > Add-ons > Zendesk > Enable > enter your Zendesk subdomain > Update
Step 2 - Have each Solve360 user prove they have access to Zendesk data
Add a Zendesk activity to a contact, company or project blog page
The first time a Solve360 user accesses the Zendesk feature, they will be asked to prove they have access to the Zendesk data. Have them enter their Zendesk login information and click on the “Authorize” link. The Zendesk API token is located at: Zendesk > Manage > Channels > API > Token Access.
Step 3 - Install the Solve360-Zendesk Widget within the Zendesk workspace
Zendesk is offering two user interfaces: a new old called "Lotus" and the original. For the new ...
And for the original UI:
Getting down to everyday business
With the one-time tasks completed Solve360 users can begin matching up their Solve360 records with Zendesk users. Once this is done the Solve360 page will show the ticket details, all subsequent ticket comments and links to create new tickets.
Once a Solve360 user has made the connection for a Zendesk activity, other users will not have to make the connection again. The Zendesk information will be visible to any user in Solve360 who has the credentials to access the Zendesk data.
In Zendesk tickets are assigned to users. Those users can be related to a Zendesk organization providing an overall view of activity at a company. In Solve360 you can link the Solve360 Zendesk activity to a Zendesk organization and as you’d expect it will display all the tickets for users in that company.
With the Zendesk Widget installed your support team now has direct access to important client details, including any custom data that was saved in Solve360, directly from inside their Zendesk console.
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