Why Use a Zendesk Ticketing System?
Zendesk Ticketing System support is a one of the most user-friendly service desk tools in today’s market. Whenever customers ask for help or try to report issues affecting them, or they simply need something from a service, they open up requests which then get converted for the business agents into a ticket.
Hence, ticketing is the primary way for businesses to communicate with their customers. Hence, Zendesk tickets are the number one system of providing customer support. The system can gather tickets from anywhere from social media to API channels, but the most expected placed include:
- Live Chat
- Social media platforms like Instagram, Twitter, Facebook, etc
- Emails
- Phone
- Your knowledge base
The more communication your business channel provides, the more tickets you will need to gather.
Crucial Zendesk Features
Admin
Zendesk features an Admin section for when you need to change or manage your account. You can be able to access channels, settings, apps, business rules, and much more.
Views
This is the second icon on the left side of the dashboard below the home icon. Here, you will find tickets created by a staff or by customers. You will be able to switch your preferred view of sifting through the tickets like “Recently solved” or “All unsolved”. These filtering methods come in handy for businesses with hundreds or more tickets to swim through.
Chat
The Zendesk chat feature is the main tool to communicate with customers on your website. You can leverage the Zendesk chat code snippet by personalizing it directly into your site. Visitors active on your website will appear in this section. To start a conversation with an active visitor, just click on them, a window will appear, and you can start a chat with them.
You can also add relevant information and add notes from your customer interaction on the right side. Whenever a chat is generated, a new ticket is created to help you remember to follow up on customer conversation.
Users who give you their email addresses will receive a copy of the chat log via email. This will make it possible to continue the conversation even after they bounce off your page or log off. You will also be able to see all tickets related to various customers with profiles within this window.
By knowing your user’s history with the brand, allows you to be prepared for interaction and cater your approach with the individual. You will also find your analytics on the chat section. Here you will see how many chats were missed, have been served, and then sort them by chat duration, response time, wait time for missed customers, wait time for served customers, satisfaction, and conversions.
The dashboard allows you to monitor metrics in a visual way, like your average response time, how many agents are online, and the current client queue.
Explore
Zendesk Explore allows you to better your customer experience. To allow continuous improvement for your customers, you need a solid understanding of the customer service data. This data is what tells when something is wrong as well as what is resonating with your customers.
This tool has a reporting functionality that aggregates confusing and overwhelming data into insights that can be easily digestible to empower you to make smart decisions on what to do next. Zendesk provides a built-in reporting dashboard you can use or create your own dashboard to tap into your business relevant data.
Talk
Zendesk talk is where your agents can handle all mobile conversations. They can customize the customer maximum queue size as well as the maximum queue size before your callers are rerouted to voicemail. You can even record custom brand greetings.
Triggers
Zendesk triggers are one of the best features for team efficiency maximization. This feature allows you to automate different actions based on your clients’ habits. Hence, the feature makes sure that messages are sent with or without an agent present – as long as the trigger conditions are met.
This feature is crucial because it helps ensure your customers don’t slip through the cracks. To create Zendesk triggers, go to the Zendesk chat section and below settings, select Triggers, and click on the “Add Trigger” button and you will be taken to a new page. On the page, customize everything about the trigger.
For example, during holidays, enable the triggers you want to run for a limited time and then you can come back and turn off the trigger after the period.
In Conclusion
Zendesk Ticketing System gives customers ticket management tools, a knowledge base, highly configurable forums, and FAQs, all which help enhance your business.
