Zendesk is a cloud based support ticketing system offering the best customer care solutions to organizations of all sizes. Cliq your team communications app, streamlines workflow and simplifies collaboration, boosting your team to work easier and smarter. On integrating Zendesk with Cliq, you can ensure that your team stays updated on all their tickets with dedicated bot notifications and reminders, collaborate on tickets by viewing and adding comments to it, create tickets right from message conversations and also receive ticket summaries for each day.
The Zendesk bot is a dedicated Zendesk assistant that will keep you updated of all your tasks without missing a beat! Follow the below steps to subscribe to the bot:
After subscribing, the Zendesk bot is ready to be of service to you. The bot will notify you for 3 events:
Thus you can always have an eye out on all your tickets, without missing any of them.
This channel will be created as an organization channel on installation of the extension. Every morning and evening the stats of the tickets handled that particular day by your team will be posted in the channel. This info will help all members be upto date on the team's progress and the admin can keep tabs on the team's performance with help of these updates.
Morning update at 9am - Number of open and pending tickets, followed by open tickets under each category—Urgent, High, Normal, Low.
Evening update at 7 pm - Tickets resolution for the day, i..e number of tickets received for the day and number of tickets closed in that day.
Slash commands are shortcuts to get things done effectively. The Zendesk integration comes with two slash commands /tickets and /ticketdetails to get ticket info instantly in any chat window. Just type the command and hit Enter to execute it.
1. /tickets - Open, Pending and Assigned to me
Execute this command along with the ticket number to view all details of that ticket, i.e. /ticketdetails 45 will list the details of ticket 45 in that chat only for you, and you can share it by clicking on 'Post here'.
As you converse in a chat with your colleagues and if any customer concern or query comes up, you can directly add it as a ticket in Zendesk from within Cliq! Just hover on the message, click on Actions (3 dots) -> More -> Create as ticket. In the form that appears, the message you wanted to create as ticket will be auto-filled in the description box—you just have to fill in the other details and hit Create ticket button.
Now that you know how Zendesk integration works in Cliq, install it to manage tickets, collaborate on it and also keep track of your team's support performance—all right from within Cliq.
Note: Only org admins can install an integration for the entire organization, whereas users can install only for their team. Click on the button below to install Zendesk for your team now!
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