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Puzzel

Inbound and outbound calling for Zendesk + live queue overviews.

Preview image of app
Preview image of app
Preview image of app

“Available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at https://www.zendesk.com/pricing”

Puzzel is a cloud-based Customer Service Platform used by 1000+ businesses to manage their customer interactions and support their busy teams.

Why choose Puzzel + Zendesk

Handle inbound and outbound calls

Puzzel's integration for Zendesk enables support agents to handle all inbound and outbound calls from within the Zendesk platform. This eliminates the need for agents to switch between windows and applications while on the phone with customers. Calls can go through landlines, mobile phones or softphone, with outbound calls able to be made simply by typing a phone number. Reporting is available for both inbound and outbound calls.

Automatically create tickets

Whenever an agent receives an inbound call or makes an outbound call, a ticket is automatically created in Zendesk Support. Agent status is automatically updated, but agents can also update their status manually. The wrap-up timer is automatic, but can also be adjusted manually.

Transfer calls & collaborate with colleagues

Agents can transfer calls to other agents, queues, catalogues or specific phone numbers as required. To consult a colleague during a customer call, agents can simply type their name.

Live Queue overviews

Managers can use the Puzzel Integration app to monitor queues and team availability. They can view the number of callers waiting, the number of agents available, busy and away, and calls offered and answered. Agents can also view their personal Puzzel data, such as the time they've spent logged in, the time they've used per pause type, and the call information for each of the queues they've been taking calls from. All the overviews automatically update the data every 15 seconds. However, you can also manually update an overview.

About Puzzel

We are the leading European Contact Centre as a Service (CCaaS) provider. Our award-winning Customer Service Platform consists of three fully integrated, cloud-based solutions, including an omnichannel and AI-enabled Contact Centre, advanced email and Ticketing, and Workforce Management. Customers can customise our platform with dozens of third-party integrations available through the Puzzel Marketplace.

Any questions?

For more information about the Puzzel integration for Zendesk, please contact partner.support@puzzel.com

App details

Works with
support
Ticketing System
Version
1.4.5
Price (USD)
Free

Apps install directly into your account

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