Zendesk brings flexibility and collaboration to your teams at scale, allowing a work-from-anywhere approach, with mobile and web-friendly interfaces supporting Android, apple iOS and iPad natively. It has over 150 apps and integrations in its marketplace and has an API-first approach, allowing secure access to the platform and data from external services.
Through the platform’s capabilities, the team will run more efficiently and get better visibility on their work priorities. On the customer side, the use of Artificial Intelligence (AI) can offer excellent self-service support with instant suggested answers and knowledge to help solve issues on the fly. The IT team benefits from a workflow that automates and routes enquiries to the right skill level. Service Level Agreements can help automatically prioritise work. And, internal knowledge articles are automatically searched, providing the team with answers directly within the portal.
Service Request Fulfilment: Zendesk provides options here on the approach. Firstly, service requests fulfilment can be set up as offerings within the Zendesk Guide, arranged with categories of offerings, which when selected by employees, automatically fills in the details within the submission form and creates the SR ticket that is then routed automatically to the fulfilment team (see screenshot on how a service request can look).
Incident Management: Zendesk Incident Management performs seamlessly, grouping like incidents together, and coupled with Zendesk skills-based routing, can automatically be assigned to the right people who can resolve the issue. Where a number of Incidents have been created related to the same service outage, an agent can manage, update and respond to the users in bulk, increasing your engagement with staff and users and speeding up the time to resolve.
Service Catalogue: Available through Zendesk Guide, detailing your catalogue of services via articles within a service catalogue section. These can be dynamically shown/hidden depending on certain criteria. For example, a member of the executive leadership team may be offered additional catalogue items versus a contractor.
Changes in IT infrastructure can be tightly managed to significantly reduce any impacts to your business and IT services. Zendesk Change Management allows you to capture and manage the various change types, identify and capture risks and seek approvals based on those inputs.
Available by utilising the Zendesk Enterprise plan (or Zendesk Professional with the Productivity Pack), a Change form can be configured to capture all the important components of your change including the change plan, timelines, resources required, risk profile, back-out plans etc.
Knowledge Management: Available through Zendesk Guide supporting Knowledge Centred Service using the KCS app. Automated searches of content assist staff in finding the answers to customer issues quickly. If the content is available for the end-user to access, agents can provide those answers and encourage staff to self-serve.