Arquivos Zendesk Optimization

Our Favorite Zendesk Integrations for B2B Companies

by Felipe Capusso | Mar 29, 2023 | Zendesk Optimization

Zendesk is one of the leading customer service softwares on the market. It helps small and medium-sized businesses improve customer retention by improving their customer support capabilities.

Zendesk is powerful on its own, but it can be even more impressive when you take advantage of its numerous software integrations. In this article, I’ll list some of the most highly recommended Zendesk integrations at Aktie Now.

5 Best Zendesk Integrations

There are tons of great Zendesk integrations out there to explore. These four are some of the most widely used by the team at Aktie Now:

1. Shopify

In 2023 alone, Shopify has powered 4.4 million websites in over 175 countries globally. With Shopify merchants reporting 700 million customers by March in 2023, it is clear that there is a lot of personal data on hold.

Shopify app for Zendesk syncs customer and business information which promotes quick deliveries since agents will only spend time toggling on other applications. It provides agents with valuable shopify information right within the Zendesk portal, such as:

Customer’s details
Recent orders
Billing information
Order information
Shipping information

This helps agents to make accurate and quick decisions on issues such as solving tickets and processing refunds and cancellations. This works for both Shopify and Shopify plus.

2. Formspree

The Formspree-Zendesk integration breaks the barrier between acquiring and sending the form data to your help desk. It sends the customer feedback automatically to the Zendesk account resulting in response acumen. Formspree also extends to tips for creating better and custom feedback forms to match your company’s themes. This also helps agents work on real-time feedback for a better customer experience.

3. Zapier

Zapier’s Zendesk integration saves your agents’ time by performing copious tasks between different platforms and apps. With Zapier and Zendesk, there are about 24 triggers that can be automated. These are some of the tasks available for automation.

Turn HubSpot form submissions to Zendesk tickets
Add users on Zendesk from Facebook lead ads
Create Zendesk tickets from Turn Wufoo form entries
Turn JotForm submissions to Zendesk tickets
Turn entries in Gravity Forms to Zendesk tickets
Send new tickets from Zendesk to Slack as notifications
Type up Zendesk tickets to spreadsheets on Google Sheets
Create tasks on Asana from Zendesk tickets
Create Zendesk tickets from Typeform entries

Without manual data entry, repetitive tasks are fast to complete and creating tasks from tickets makes it even faster.

4. Trello

If your team uses Trello for project management, this is an integration you’ll want to explore. It allows your team to use Zendesk conversations to create tasks in Trello – saving you a whole bunch of time and effort toggling between the two platforms.

Set up is easy and once it’s complete, you’ll see the Trello widget within your Zendesk dashboard. Add tickets to existing cards or create all new ones. The Trello-Zendesk integration ensures your team has all the Zendesk attachments and details they need to complete their Trello tasks.

5. VTEX

VTEX is one of the leading ecommerce platforms on the market used by more than 3,200 stores globally. With the Zendesk integration, Vtex users can easily manage and cancel orders directly through the Zendesk platform.

The app also integrates with the Zendesk ticketing system. Users can create a custom ticket field for storing the VTEX order id and linking the tickets to the orders. You can also create a new related ticket for a given order by letting the app auto fill the requester’s info and the order_id for the new ticket that will be created.

Optimize Your Zendesk Portal

With the right Zendesk integrations, you can take your Zendesk portal from 10 to 11. If you’re looking for ways to optimize your Zendesk and take your customer experience to the next level, contact Aktie Now today to learn more about our Zendesk optimization services.

Zendesk Optimization Checklist: How to Improve The Customer Experience

by Rodrigo Hora | Mar 7, 2023 | English, Zendesk Optimization

Zendesk is a powerful customer service tool that can grow and scale with your business. But as your business scales, you’ll need to refine and optimize your Zendesk configuration to meet your growing needs.

If your Zendesk portal is in need of some TLC, the following Zendesk optimization checklist will help to enhance productivity and allow your team to serve more customers better.

Zendesk Optimization Checklist

As businesses grow, IT teams can spend several hours organizing and sorting support requests while dealing with unsolicited ‘garbage’ tickets, leading to lengthier resolution times and a negative end-user experience.

But with automation, you can optimize your user support by streamlining the process of evaluating outstanding tickets, deleting unwanted tickets, and tracking agent performance. Here is a checklist to get you started:

Sort and Prioritize Support Requests: The volume of tickets often varies throughout the day, week, or month when handling customer support. Understanding when you have more tickets is crucial to determine when to include more team members. On the other hand, you can spend more time training team members when support demand is low.
Include Signatures in Agent Profiles: Most people are suspicious of unknown callers, emails, and links, especially with increased cyber threat cases. Adding signatures helps provide branded contact details and links, creating more personalized customer service. You can include both individual and branded signatures during your Zendesk optimization. However, it is essential to design each separately and keep it short.
Bulk Delete Spam or Unwanted Tickets: Your Zendesk instance may contain ‘garbage’ tickets, including tickets originating from companies sending spam or automatic replies. Unwanted tickets can cause unnecessary processing or slow performance, affecting customer experiences. Leveraging automation can help bulk delete all tickets assigned to a particular group. It is also effective to specify a retention period to prevent unintended deletes.
Add Forms to Help Center or Website: A web widget is an excellent way of receiving tickets since it offers more control over the submission process and results. In addition, it allows you to define custom ticket fields to gather the necessary details for additional workflows. As an admin, you have several ways to set up and customize forms and streamline the process of receiving tickets.
Audit Licenses: License and user management is crucial to safeguard the security of your Zendesk ticketing data, besides controlling costs. Generating a report regularly allows you to review access control, login information of non-end-user accounts, and license assignment.
Auto-solve and Auto-close Tickets: Solving pending tickets and closing solved tickets automatically can help to avoid backlogging. Nonetheless, it is essential to notify the customer about pending or solved tickets for them to take action where necessary.
Deactivate Duplicate Notifications: Zendesk offers multiple triggers that notify you about updates or new tickets by default. Deactivating some notification features can help reduce clutter in your email box, especially if you have several alerts. For instance, organizations with several agents can deactivate some triggers to alert groups or all agents about new tickets. Suppose you need to restore these triggers, Zendesk allows you to reactivate them anytime.

Get Started with Zendesk Optimization Today

At Aktie Now, we can help you get started with Zendesk optimization and improve customer experiences in your organization. Our specialized team provides various end-to-end Zendesk services, including Zendesk optimization, Zendesk Implementation, Data Migration, and more. Schedule a call with us to learn more or fill out this form here, and we will reach out.