Zendesk is an ideal way to keep customer service communications organized and is rapidly being adapted by SMBs. We’re not surprised – the dashboard is user-friendly and the ticket system helps everyone on the customer service team stay informed – we even use Zendesk here at Workato. But what about keeping the rest of the team in the loop?
Many companies use Slack or Hipchat for internal communications, but getting a notification for every ticket can be exhausting. Smart notifications and the ability to access information from Zendesk without leaving your chat console can revolutionize both your office communications and the customer service team’s capabilities. Here are some of the coolest use cases and features you can utilize thanks to Workbot for Slack – a chat bot that not only talks to you, but can pull information and perform actions across all of your applications.
1. Assign Tickets to the Correct Party Within Slack
Let’s say a support person gets a question that is too technical or more difficult than they can answer. Within Zendesk, they can categorize a support issue as “technical” or “marketing” or whatever tag you have allocated for the correct party. Using a Workato recipe, this will trigger a notification in Slack to a specific channel for the correct party, ie. if it is tagged “technical, it will go to a channel for engineers or if it is tagged “marketing” it will go into the marketing channel. The coolest part is that the engineers can make comments in Slack that go directly into Zendesk as a comment for the support rep.
The ability to assign questions to the engineering team manually with a tag is important as engineers are usually one of the busiest departments and don’t want to know about every support ticket. They only want to see the technical ones and they don’t have time to log into Zendesk to answer them. By making it easy for the engineers to quickly and painlessly answer questions, they are more prone to engage, which helps the support person do their job well and keeps customers happy.
2. Receive Ticket Notifications Based on Threshold
You can filter your Zendesk notifications by a threshold you set – for instance, “show all customers with more than five invoices past due.” In the image, the threshold is 3 tickets, so Workbot alerts you that there has been 4 or more tickets in the last 15 minutes and shows you each ticket. For detailed set up instructions click here >
This scenario is especially useful for managers who want an easy way to see the status of his support team and only be notified when a threshold is exceeded. Often support people are distributed across the globe making a simple check in more of an ordeal.
Workbot can provide data graphics right in Slack if you notice a spike in ticket number or any other indicator of change. Changes in ticket activity can tip off managers that there is a problem and Workbot can help them root causes by answering some key questions such as, ‘Where’s the spike coming from? Workbook can display if the spike comes from only phones or perhaps one product, one area or one geographic region is experiencing the issue. This information can be invaluable when managing a support team and having it at your finger tips in Slack will increase response time.
3. Receive Ticket Notifications Based on Value
Perhaps you only want to see Zendesk tickets that come from customers in the United States or you would only like to be notified of Zendesk tickets marked “priority.” You can choose the data values such as ticket priority and customer location that you would like Slackbot to show you. Below only tickets marked priority:high appear.
Another great way to use value notifications is identifying your VIP or high value customers in your CRM and setting a notification to only receive Zendesk notifications when a VIP customer has a new ticket. This will allow the customer service team to provide truly outstanding service to your important customers and help managers keep a close eye on any problems a high value customer might have.
4. Summary View
If you only want to see an overview of Zendesk’s activity, you can ask Workbot to send you summaries of your business data daily or on whatever timeline you choose. Smart filtering means you only see what’s important to you and makes Slack the ultimate work hub!
5. When a Ticket is Marked High Priority, View the Information on that Customer in your CRM in Slack
When you receive a notification from Zendesk using a value filter, Workbot can show you more information on that customers right inside of Slack. Workbot will ask, “Let me know if you want to know more about [company name]” and if you reply ‘yes,’ Workbot will pull the info on file from Salesforce or your CRM system so you can have a 360 degree view of your customer.
6. Close a Ticket From Slack
Something that truly sets Workbot for Slack apart from other chatbots is that you can take actions within your apps from Slack. For instance, you could ask, “Show me Zendesk tickets that are status:open priority:low” and can command Workbot to close a ticket by simply saying, “@workbot Zendesk close ticket id:4567”.
Workbot’s functions will help a busy customer service team increase efficiency and save time – no logging in and out of all of your apps to do one task, just complete it with a command to Workbot in Slack! Workbot can interact with several different applications including Jira, Salesforce, MixPanel and more. So what are you waiting for? Connect Zendesk and Slack with no code using Workbot for Slack by Workato.