Software

Zendesk: Final Meeting Answers

WooCommerce

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Today, my company finally signs a contract with Zendesk, a customer management software suite; as this process started many months ago, I am thankful the initial phase is ending, however, realize that now the real work begins. As I stated in yesterday’s post, my company had our final Zendesk meeting, in which I compiled a tremendously long list of questions, concerns, and ideas.

So, in this post, I have answered, addressed, and researched each question, concern, and idea. Through my studies, I have found awesome solutions to our most significant potential problems, such as bulk data uploads from our existing platforms into Zendesk, HubSpot’s Zendesk app’s abilities, and even the methods we can use to scan shipping labels in Zendesk. I will now begin grouping these questions by who they originated from and send out their answers/schedule individual meetings; this will ensure that all of their needs and requirements are met/satisfied.

Answers: Zendesk Meeting Notes (1/23/19)

  • Group: What integrations need to be made with Zendesk (marketplaces, emails, social accounts, etc.)

Solid Commerce, Amazon Seller Central + eBay (ChannelReply for both), HubSpot, PayPal, Gmail, Instagram, Facebook, Twitter, Pinterest, WBKF, WBSKF, KERI, KFM, Internal Communications

  • Amanda: When to add phones to Suite?
  • What phase?

We will be implementing a test environment (single station) using a new VoIP phone and the Lite version of Zendesk Talk during the first phase of implementation. We will be introducing Zendesk Talk to everyone during Phase 2, once we have the new phones and in the new building.

  • Is it easier to train agents with Talk during Support training?

While it would be nice to do everything at once, there are several reasons rolling out Zendesk Talk during phase 2 is optimal. First, we are not planning on having the new VoIP phone system until a later date, which would need to be here to work with Zendesk Talk (advancing the time of buying the new phones will undoubtedly cause scheduling issues). Next, the data that will be accumulating during the time we launch Phase 1 to launching Phase 2, is necessary to make the most out of Zendesk Talk. Finally, due to pricing options, it is cheaper to only use Zendesk Support with the free version of Zendesk Talk during Phase 1.

  • Amanda: Setting up individual accounts: We didn’t do this with Freshdesk.
  • Need to set up individual agent accounts.

The process of adding new users in Zendesk is quite simple. *Under Admin options, navigate to People (under Manage), and at the top right select Add User.

Note: You can also bulk upload or delete existing users/organizations by using the Bulk Management feature to the top right of the Zendesk API to import data.

  • Specific roles, tasks, and authorities.

The process of adding and editing users, groups, organizations, and roles are quite simple as well. Under Admin options, navigate to People (under Manage), and at the top right select either Add User, Group, Role, or Organization. Then, you can search for and edit these options on the same page (under the search box).

  • JJ: Would like to see examples/demonstrations of other companies using Zendesk.

Knowledge Base

Examples of websites/companies that use Zendesk for their Knowledge Base: https://reuters.zendesk.com/hc/en-us

https://help.zoosk.com/hc/en-us

https://help.gocanvas.com/hc/en-us/community/topics

Other Zendesk Modules

Finding examples of the inner-workings of Zendesk used by other companies poses a security threat for them, however, for an example of what Zendesk has to offer, here is data, per Zendesk, of a study performed on 5 of their customers (in terms of benefits): Forrester (a top industry analyst and research firm) conduct a study for us so we could understand the total economic impact of implementing our solution.

“We had Forrester (a top industry analyst and research firm) conduct a study for us so we could understand the total economic impact of implementing our solution.”

“Forrester went out and talked to five of our customers, running a deep financial analysis on each. They found that the benefits of implementing Zendesk’s products outweighed costs in the following areas:”

“Increased agent productivity Organizations reported a 15-second improvement in average call length each year.”

“Deflected customer interactions Self-service interactions reached 20% of total interactions.”

“Improved agent experience and retention Customers reported a reduction in agent turnover of more than 15%.”

“Avoided maintenance costs of previous platform Consultants were no longer needed to support the previous agent platform, resulting in an average savings of $150,000 per year.”

Source: Zendesk. (2019). Forrester TEI Report Examines the ROI of Zendesk. Retrieved from https://www.zendesk.com/resources/forrester.

  • Amanda: How are we going to figure out what we are doing now and apply it to what we need to do?
  • How customer service currently operates?

By having already shadowed the customer service department, using the questionnaire I created and gave to the agent leads, and with all of the customer service department’s help, we will be able to research the agent’s daily operations.

  • What do they need from Zendesk?

The first goal is to focus on business-as-usual operations, which will provide many benefits to agents, such as having all of their communication channels in one area). After this is completed, we will start showcasing the many additional features Zendesk has to offer our agents.

  • Commonly asked questions for macros, triggers?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). Additionally, I will be scanning all of our existing communication channels to figure out what our FAQ’s are.

  • How do users get in contact with our team?

Phone, Email, Facebook, Amazon, Freshdesk, Instagram, eBay, Mail (physical), Twitter, Pinterest, WBKF, WBSKF, KERI, KFM, In-Store Communication

  • How do they measure their performance?

Currently, no real abilities to measure performance.

  • What metrics are important?

Call number, length, unsolved vs. solved tickets, customer feedback, new tickets, ticket volume by support channel, response time and wait time, resolution time, individual performance.

  • What do customers complain about in their interactions?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). Additionally, I will be scanning all of our existing communication channels to figure this out further.

  • JJ: Can we bulk-upload existing data from our older platforms into Zendesk?
  • How would this be done?

Users (Both Employees and Customers)

https://support.zendesk.com/hc/en-us/articles/203661996-Bulk-importing-users-

Rather than add users manually one at a time, you can add many users in a bulk import. To do this, you create a CSV (comma separated values) file that contains the user’s data. Aside from the essential user data, such as email address and phone number, you can set user roles, define an agent’s privileges, and add users to an organization. You can use bulk import to either add new users or update existing ones.

Tickets

https://developer.zendesk.com/rest_api/docs/support/ticket_import#ticket-bulk-import

You can use the imports API to move tickets in bulk from legacy systems into Zendesk Support.

  • HubSpot, Freshdesk, Solid Commerce?

HubSpot

https://support.zendesk.com/hc/en-us/articles/214247188-Setting-up-the-Zendesk-Support-for-HubSpot-integration

Freshdesk

https://www.zendesk.com/apps/support/help-desk-migration/

Solid Commerce

Will have to work with API’s or convert Solid Commerce data to a CSV Excel File to upload.

  • How far can we go back?

Appears to be no limit.

  • Chris/Will/Jason: Setting up a test environment for Talk/Guide/Chat.
  • Will need one of our new VoIP phones.
  • Use the free ‘Lite’ versions of Zendesk’s other modules.

This will allow us to prepare and test Zendesk Talk, Guide, and Chat on a single station, in the goal of preparing for the company-wide rollout.

  • Amanda/Will: What do we need to know for setting up Zendesk?
  • What slows down the tickets from being resolved?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). From my point of view, having to navigate and use multiple browsers/websites/apps, having to enter data into Solid Commerce and HubSpot (which are not CSMs) that could be automatically created by Zendesk (ticket), and failing to have designated roles, triggers, macros, and individual accounts set up, all impact the ability to quickly solve tickets.

  • What features we would like set up at launch?

We will be starting with Zendesk Enterprise Support, with the Lite versions of Talk, Chat, and Guide. With Zendesk Support, we will be able to communicate on all of our channels, automatically create and store tickets, and begin accumulating data to be used when we roll-out the upgraded versions of Talk, Chat, and Guide.

  • What features we are ok with waiting to set up until after launch?

Upgraded versions of Zendesk Talk, Chat and Guide, and order lookup through Solid Commerce and HubSpot (unless they are easy to do).

  • Which channels are most commonly used?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). From my point of view, Email, Social Media, Amazon, eBay, Phones, our websites (with phones and email having the most usage).

  • Which agents are assigned to them?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). From my point of view, Alisha seemed to be in charge of primarily Social Media, while Jen dealt with HubSpot, Emails.

  • What predefined responses do you want?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). I will be using data collected from current communication platforms/channels and agent’s notepads to comprise this list.

  • What are the most common tickets?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). From my point of view, they would most likely be questions about a specific remote’s ability to work with their car, shipping issues, programming help, or defective remotes.

  • What are the most common responses?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). I will be using data collected from current communication platforms/channels and agent’s notepads to comprise this list.

  • Macros-
  1. A macro is a prepared response or action that agents use to respond to support requests. There are two types: personal macros (created for an individual user) and shared macros (created by an administrator for everyone)

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). From my current research, I have comprised the following list:

  • I am sorry to hear you are having trouble with the remote. What exactly is wrong or defective with the remote? When you purchased this remote did you have an original that you matched it up with? Have you tried replacing the battery? Please let us know if any of this has helped. You can contact our Customer Service department at 402.671.5100, Monday through Friday 8am-6pm CST. Thank you.
  • I am sorry to hear you are having trouble with the remote. Can you please explain what parts or pieces may be missing? How does the remote you received vary from the listing? You can contact our Customer Service department at 402.671.5100, Monday through Friday 8am-6pm CST. Thank you.
  • I am sorry to hear the remote doesn’t match our listing. Can you please explain how the remote you received varies from the listing? Does the part number not match? Did it come with a different button configuration? Is the condition of the remote you received not similar to the remote in the listing? You can contact our Customer Service department at 402.671.5100, Monday through Friday 8am-6pm CST. Thank you.
  • I am sorry to hear you are having trouble with the remote. Was the package damaged? What exactly on the remote was damaged? Does the damage appear to have occurred during shipping? You can contact our Customer Service department at 402.671.5100, Monday through Friday 8am-6pm and Saturday 9am-5pm CST. Thank you.
  • Hi and thanks for your email. This remote should work with your vehicle. However, to make 100% sure that it will, match up the numbers on your current remote to the numbers on this remote.  If they match, it will work.  If you do not have a remote to compare to, give your local dealership service department a call and ask them for your key fob part number to your vehicle.  Hopefully, this helps, let me know if you have any other questions, thanks again!
  • We regret to inform you that after further review, your order does not qualify for a (INSERT REFUND OR EXCHANGE). Our return/exchange policy only extends 30 days passed the day you received the product. We do apologize for the inconvenience.
  • Please let us know if there is anything else we can help you with.
  • I am contacting you to let you know the remote you ordered from us did not pass our final inspection. It was the last remote we had in stock so I will not be able to ship a remote out to you. I have issued a full refund back to your account. Please feel free to contact me if you have any questions. You can contact our Customer Service department at 402.671.5100, Monday through Friday 8am-6pm and Saturday 9am-5pm CST. Thank you.
  • Hello, I am sorry to hear you do not have the package. According to USPS tracking number: 9400110200830098298446, the package was delivered on 03/28/2016. The address I show the package to be delivered to is:
  • Is this the correct address? I would recommend checking with your neighbors to make sure it was not accidentally delivered to them. I would also recommend contacting the post office and filing a claim. Please feel free to contact me if you have any questions.
  • The key fobs we sell are all used. Any time the key fob has an ignition key attached to it, the key will already be cut. The way Amazon lists products change the pictures and description. If there is more than one seller of an item, Amazon gets to decide what picture they add to the listing and what description they use. Sometimes they add a picture of a new or uncut key with our descriptions. Unfortunately, we have no control over that. You can check with the dealers in your area to see if they can replace the metal key. You may also want to check to see if the dealers in your area are willing to program a used remote purchased from an outside vendor. If they cannot replace the key or are unwilling to program the remote for you, we do have a 30-day return policy if you would like to send the remote back for a refund. We do apologize for the inconvenience.
  • I have emailed a return shipping label to the personal email address we have on file for you. Please use the original packaging or a 4×6 manila envelope and ship the remote back via USPS. Once we receive the remote back, we will issue your refund right away. If you have any questions, please feel free to contact us at 402-671-5100.
  • I have emailed a return shipping label to the personal email address we have on file for you. Please use the original packaging or a 4×6 manila envelope and ship the remote back via USPS. Once we receive the remote back, we will process an exchange right away. If you have any questions, please feel free to contact us at 402-671-5100.
  • There are no onboard (self) programming instructions for this vehicle. This vehicle requires special equipment to be programmed. Programming fees will vary, visit a locksmith or mechanic for about a 50% savings compared to the dealer.
  • Hello and thank you for your interest in our company.
  • Thank you for your recent purchase. We did receive the case back to us today due to insufficient address. Will you please verify your address and I can reship the package right back out to you? Please let me know if you have any other questions.
  • Who is the lead for each department/website?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). From my point of view:

Amanda: Manages the entire department (including Jen)

Jen: Manages the agents (reports to Amanda)

  • What are each agent’s skill level, presence, and workload?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). I will be using data collected from current communication platforms/channels and agent’s notepads to comprise this information. However, since we do not currently have any method of determining metrics and data, this might be difficult to answer.

  • What are most common tags we may use for use in tickets?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). I will be using data collected from current communication platforms/channels and agent’s notepads to comprise this list. For instance, for a ticket concerning an overseas shipping issue on a GM remote, we would designate the ticket with the following tags, ‘GM,’ “Overseas,’ ‘Shipping Issue.’

  • What triggers should we use?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). I will be using data collected from current communication platforms/channels and agent’s notepads to comprise this list.

  1. Triggers act as methods to classify and route tickets through searching for keywords. For example, say a customer sends an email asking about a discounted item. By setting the trigger, ‘Discount mentions,’ the ticket will automatically be sent to the right department/agent. Additionally, triggers can set the ticket’s priority to the highest setting, this is helpful, for example, if you set a trigger for explicit words (they should probably be resolved”
  • What possible events can happen that might need proactive tickets?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). I will be using data collected from current communication platforms/channels and agent’s notepads to comprise this list.

  1. For example, say a popular product suddenly develops an issue and will affect multiple customers. To prepare for the onslaught of customer complaints, you can use the Proactive Tickets App to select impacted customers from 1/28 (Jan 28), name the campaign (backorder), and create a proactive ticket to tell the customers affected about the problem automatically. With this ticket, you can set priority, indicate the type, status, group/assignee, and tags.’
  • What parameters and data would managers like to be able to view?

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). I will be using data collected from current communication platforms/channels and agent’s notepads to comprise this list. From my point of view, call times, solved tickets, customer ratings, response time, and sales numbers would all be excellent to know.

  • Service Level Agreements
    1. A service level agreement (SLA) is a contract between you and your customers that specify performance measures for support by ticket priority. For example, we respond to urgent tickets in ten minutes and resolve them within two hours. Your SLA policies are applied to tickets in the order they appear on this page, so drag to reorder as needed.

I handed out a questionnaire to the customer service department, which asks this question (have not received it back yet). I will be using data collected from current communication platforms/channels and agent’s notepads to comprise this list.

Solid Commerce: 

  • JJ: Solid Commerce Integration?
  • Can it be done?

Through the use of APIs or uploading data into Zendesk through a CSV Excel File, this can be achieved.

  • What can it do?

We should be able to facilitate order lookup in Solid Commerce, through Zendesk.

  • API: Who does it, Complication?

https://developer.zendesk.com/rest_api

By working with Zendesk and Solid Commerce, we should be able to provide our credentials to allow for API integration.

  • Amanda: Will it be difficult switching back and forth from Zendesk and Solid Commerce?
  • Is this too difficult for agents?

In time, Solid Commerce will have some form of functionality within Zendesk, until then, since we are already cutting down the number of different programs our agents have to use to communicate with our customers, I find that having to navigate back and forth to Zendesk and Solid Commerce to not really be concerning.

  • Is it worth working on Zendesk/Solid Commerce API integration during Phase 1?

This really just depends on the simplicity of the API integration. I will try to get this to happen in Phase 1; however, it will not be the most critical task for me.

  • JJ: How will we collect and add old data from Solid Commerce and add it to Zendesk?

Will have to work with API’s or convert Solid Commerce data to a CSV Excel File to upload. Alternatively, we could manually input orders into the tickets in Zendesk, to provide a general understanding of a customer’s purchase history or even just add a link to the Solid Commerce page that the customer’s purchase refers to.

  • Amanda: If adding Solid Commerce to Zendesk using API’s is somewhat simple, should we do it sooner than in Phase 2?

This really just depends on the simplicity of the API integration. I will try to get this to happen in Phase 1; however, it will not be the most critical task for me.

  • Chris: Instead of using Solid Commerce, can we use Zendesk’s other channels/integrations to communicate/retrieve data from Amazon, eBay, Etc.?
  • How can we do this?

https://www.zendesk.com/apps/support/channelreply/

Through apps on Zendesk, Such as Channel Reply (which allows communication in eBay and Amazon, we may be able to not necessarily need to use Solid Commerce as much (maybe only for searching for compatible remotes, etc.)

  • Who can do this?

It would merely be working with Zendesk and Solid Commerce (regarding APIs), and our team finding and utilizing the best apps, to make this happen.

  • What data would we need from each channel?

This would have to be figured out with the help of everyone. As I work in product information, I should have many thoughts on what fields in Solid Commerce we would need.

HubSpot:

  • Amanda: Would like to see what Zendesk’s HubSpot actually looks like.
  • What can it do?

HubSpot App

https://www.zendesk.com/apps/support/hubspot/?source=app_directory

This integration allows you to see ticket information associated with your Zendesk customers and current CSAT in your HubSpot interface. Your marketing team can pivot towards customers through the creation of new customer lists based on ticket tags and workflows using Zendesk ticket properties. Empower your team to provide a more targeted marketing experience without jumping back and forth between tools.

HubSpot by helphouse.io

https://www.zendesk.com/apps/support/hubspot-by-helphouseio/?source=app_directory

Free 14-day trial, then $19.99 per agent, per month

The HubSpot integration for Zendesk allows your support team to view and create different events that are happening in HubSpot directly from a ticket in Zendesk.

You can easily control how much the support team should be able to see, so this gives them the opportunity to give the customer a proper answer without leaving Zendesk and without bothering your sales organization. Core features

The HubSpot integrations have a lot of helpful features that will save your customer service operation a lot of time and communication. We’ve collected some of the core features down below.

View and create Contacts or Company

The HubSpot integration enables your agents to view an existing HubSpot contact/company or to create a new one if the contact is not created yet. All from the Zendesk interface.

View and create Deals

The app automatically finds the contact or company in HubSpot, so your agents can create or view deals from the inside of a ticket within seconds.

View and create Engagements

Create engagement tasks like meetings, calls or emails in seconds with the HubSpot integration from Zendesk. It also allows your agents to see previous Engagements timeline, so your agents get a quick overview.

Restricted use

Zendesk admins can control how much your support agents are able to see. That way you make sure, that they only see the information they need.

You can also make sure that the most important properties are shown as the first thing with our easy to use drag and drop function.

  • What can’t it do?

Will have to communicate what we need HubSpot actually to do within Zendesk, but I do not see any features that are not included in both HubSpot apps in Zendesk.

  • Amanda: How will we collect and add old data from HubSpot and add it to Zendesk?
  • How can we do this?

https://support.zendesk.com/hc/en-us/articles/214247188-Setting-up-the-Zendesk-Support-for-HubSpot-integration

  • What data do we need?

This would have to be figured out with the help of everyone.

  • How far back?

Appears to be no limit.

  • Amanda: Can we use Zendesk’s HubSpot app to view and retrieve HubSpot’s labels?

View and create Deals

The app automatically finds the contact or company in HubSpot, so your agents can create or view deals from the inside of a ticket within seconds. Note: I assume that this will provide the labels as well.

  • Amanda: Can we use Zendesk HubSpot app to view the creation, received, processed, and paid label actions of HubSpot? (Deal #’s, where are orders currently at in the process?)

The app automatically finds the contact or company in HubSpot, so your agents can create or view deals from the inside of a ticket within seconds. Note: I assume that this will provide the labels as well.

  • JJ: Can we scan shipping labels into Zendesk?
    • How to do it?

There are a few apps available in Zendesk that can achieve this, such as BrightReps Sidekick.

https://www.zendesk.com/apps/chat/brightreps-sidekick/?source=app_directory

Free Version:

Rich Text (provide formatted in-app instructions to agents, including screenshots and hyperlinks)

Decision Tree (dynamically render process flow steps based on decision criteria)

Zendesk (automatically update Zendesk ticket fields or add comments to internal or external recipients)

Import Macros (import existing macros and add as steps to a process)

Integrated ($20 per user per month)

Shopify (create new orders)

ShipStation (search orders, shipments, and tracking numbers; create shipping labels; create orders, create and link a return label to an order)

EasyPost (create shipping labels and search shipments)

Arena Solutions (generate new Quality Process records)

General (download dynamic PDF forms)

Synchronize your Chat and Support workflows – start a process within the chat window, and pick up where you left off on the linked ticket

Launch New Flow (ability to link flows together by completing one flow and starting another)

  • What Phase to implement?

Since this is only an app available, implementing it would (theoretically) be simple, allowing us to implement it at will. Might want to push to phase 2 if the workload is too much for everything else.

  • Amanda: With regards to returns, shipping and receiving currently uses physical transfers (walking to each department carrying items).
  • Do they need internal communication?

Internal communication can still happen within Gmail chat or by creating Tickets in Zendesk for other employees to see (such as IT tickets).

  • Any better way to do this?

https://www.zendesk.com/apps/chat/brightreps-sidekick/?source=app_directory

With Zendesk’s apps, such as BrightReps Sidekick, communications between shipping and receiving could be potentially made digital.

  • Will this process change in the new building?

Depending on the layout and workload, walking back and forth to deliver items might be more difficult (however, probably not by much).

  • Amanda: What methods can we use in Zendesk to report and record shipping and receiving labels?
    • Set up triggers, macros, roles?

https://www.zendesk.com/apps/chat/brightreps-sidekick/?source=app_directory

Through the many Zendesk apps, like BrightReps Sidekick, labels can be stores, send, and created, and then turned into tickets through Zendesk.

Zendesk: Communication Channels

  • Amanda: In regards to the Communication Channel sheet, add HubSpot to WBKF.
  • Amanda: In regards to the Communication Channel sheet, add Amazon to KFM.
  • Amanda: In regards to the Communication Channel sheet, add eBay to KFM.
  • Amanda: In regards to the Communication Channel sheet, remove HubSpot from KFM.
  • Amanda: In regards to the Communication Channel sheet, remove Amazon from Internal.
  • Amanda: In regards to the Communication Channel sheet, remove eBay from Internal.
  • JJ: How to classify buying vs. selling items in Zendesk? (WBKF).

Will have to work with Zendesk to get a better understanding of how to do this.

  • JJ: We will have multiple emails going to various
  • Will emails be sent to both HubSpot and Zendesk?
  • How to funnel emails (Amanda: for example, we now create a hidden folder in Gmail to hide emails that are already sent to Freshdesk).

Will have to work with Zendesk to get a better understanding of how to do this. However, through Zendesk’s HubSpot app, emails should be able to be only sent to one platform.

Zendesk: Agents/Seats

  • Chris: How many agents we intend to have at launch?
  • Group: Added 2 additional seats to our original plan of 10 seats, ending up with 12 total seats.
  • 4 Customer Service Agents + 1 Admin = 5
  • Melissa, Lexis, Chris, Jason H., Will = 5
  • Cory, Jason F. = 2
  • 12 Total Seats of Zendesk Support Enterprise= $99 x 12 = $1188/month
  • JJ: Would like to be included in the phone call with Zendesk concerning the contract.

J.J. was a part of the meeting, and everything went well. I am currently waiting on a contract.

  • JJ: What has Zendesk already offered us regarding freebies/incentives?

Zendesk’s Adrian offered us around $250 worth of admin credits, currently waiting on his manager’s verification.

Sources:

Reuters. (2019). “Help Center.” Retrieved from https://reuters.zendesk.com/hc/en-us.

Zoosk. (2019). “Help Center.” Retrieved from https://help.zoosk.com/hc/en-us.

Go Canvas. (2019). “Help Center.” Retrieved from https://help.gocanvas.com/hc/en-us/community/topics.

Zendesk. (2019). “Forrester TEI Report Examines the ROI of Zendesk.” Retrieved from https://www.zendesk.com/resources/forrester.

Zendesk. (2019). “Zendesk Help.” Retrieved from https://support.zendesk.com/hc/en-us/articles/203661996-Bulk-importing-users-.

Zendesk. (2019). “Support API.” Retrieved from https://developer.zendesk.com/rest_api/docs/support/ticket_import#ticket-bulk-import.

Zendesk. (2019). “Setting up the Zendesk Support for HubSpot.” Retrieved from https://support.zendesk.com/hc/en-us/articles/214247188-Setting-up-the-Zendesk-Support-for-HubSpot-integration.

Zendesk. (2019). “Help Desk Migration.” Retrieved from https://www.zendesk.com/apps/support/help-desk-migration/.

Zendesk. (2019). “Zendesk Developers.” Retrieved from https://developer.zendesk.com/rest_api.

Zendesk. (2019). “Channel Reply.” Retrieved from https://www.zendesk.com/apps/support/channelreply/.

Zendesk. (2019). “HubSpot.” Retrieved from https://www.zendesk.com/apps/support/hubspot/?source=app_directory.

Zendesk. (2019). “HubSpot by helphouse.io.” Retrieved from https://www.zendesk.com/apps/support/hubspot-by-helphouseio/?source=app_directory.

Zendesk. (2019). “BrightReps Sidekick.” Retrieved from https://www.zendesk.com/apps/chat/brightreps-sidekick/?source=app_directory.

 

 

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