Zendesk is a customer service platform designed for managing support, sales and customer engagement in an easy, reliable, and productive manner.
By connecting Zendesk to your Statusbrew account, support agents who work exclusively in Zendesk and team members who actively work within Statusbrew use bidirectional, internal communication to resolve issues.
Note:
Zendesk Integration is available in Statusbrew's Enterprise only. See full feature comparison of Statusbrew here.
Connecting Your Zendesk Account
Account Owners, Admins and Team Members with permissions to manage Integrations can set up and manage Zendesk Integration at an Organization level for all the team members. To enable the integration:
- Click on the Statusbrew logo
in the top left of your screen to open Statusbrew Home and click on Integrations. - Click on Manage button beside Zendesk
You'll need to enter three pieces of information:
- Your Zendesk URL.
- The email address you use to log into Zendesk.
- The password associated with your Zendesk login.
Assigning & Managing Support Tickets
In Engage Inbox click on the three dot menu at top of each conversation detail and click on the Send to Zendesk option.
In Zendesk, support agents will receive a notification, completed with all the conversation details including the notes.
With bidirectional communication, support agents may stay within Zendesk to resolve tickets and the social team may continue to work within Statusbrew.
Any internal notes or reply made to the ticket in the Zendesk will be reflected in the conversation detail within the Statusbrew.
If a member of the social team closes the task in Statusbrew, a prompt will display to optionally close the ticket in Zendesk.