Companies don’t work in a vacuum. They rely on partnerships, vendors, suppliers – a whole network of other companies – in order to get their work done and stay competitive and successful.
This interconnection often affects a company’s customer support issues as well. A customer asks a question of one business, but the answer could rely on information from one of that businesss partners. Here at Zendesk, for instance, we work closely with another company, GoodData, to add advanced reporting to our product. When our customers have questions about the reporting features in their Zendesk, we sometimes have to turn to the GoodData experts to answer them.
This complicates and slows down the support process. Our agent has to reach out to a GoodData agent on a separate channel by submitting a support ticket to GoodData’s help desk. Now there are two conversations going on. It’d be much easier if we could just share those relevant support tickets directly with GoodData.
Many of our customers voiced the same desire; and so we are very happy today to announce Zendesk Ticket Sharing. Now, any company using Zendesk can share relevant tickets with any other company using Zendesk.
If you have a partnership that would benefit from smoother help desk communication, you simply set up a Zendesk Ticket Sharing agreement with them. Anytime a support ticket comes in that would benefit from that partner’s insight, it can be passed over to them.
Now the ticket is being tracked in both Zendesk accounts. Your partner updates the ticket either publicly or privately and their update appears on your ticket as well. If they replied publicly, the customer will also get the update. You set the permissions on the agreement, of course – if you want your partner to be able to solve tickets that originated in your Zendesk, you can agree to that. If you just want to keep the interaction with your partner private, the ticket sharing can work that way too.
This is a huge benefit for your customers as well. The customer doesn’t care that we partner with another company for advanced reporting. They just want their reports to work in Zendesk. And no one wants to hear from a customer support agent that you’ll have to contact some other company about that. Ticket sharing means that the customer only needs to contact one company, not multiple.
Setting It Up
If your partner and you both use Zendesk, you just need to set up an agreement to share tickets. Check out the Zendesk Ticket Sharing support article for more info on how to do that.
And what if your partner doesn’t use Zendesk? We thought about that too. We didn’t want to build just another customer support walled garden. Along with the Zendesk Ticket Sharing feature, we are also very excited to announce today the Networked Help Desk initiative along with our founding members Atlassian, New Relic, OTRS, Pager Duty, Pivotal Tracker, Service Now, and SugarCRM. You can read more about that here.
Organizations with multiple partners, suppliers or departments need to collaborate to solve issues quickly,” says Zack Urlocker, COO of Zendesk.
Zendesk Ticket Sharing (and Networked Help Desk) enables that collaboration.