Did you know that many of the best Zendesk features are not widely known by customers? From ticket activity streams to third-party integrations, there are a lot of hidden gems in the Zendesk service. If you’re like most users and only use Zendesk for its Help Desk feature, then you’ll be happy to learn about some of the other best Zendesk features available. Let’s take a look at four fantastic features you probably didn’t know Zendesk had, to help you use Zendesk like a pro.
Section 1: Best Zendesk features for tracking
Zendesk has a very robust activity feed that is a core part of the Zendesk experience. The activity feed lets you see all the interactions that various agents and team members have with your customers. This can come in handy for seeing how different issues are being resolved, who is talking with whom, and more.
The activity feed can be accessed from the My account menu in the Zendesk interface. Activity streams are a great way to stay up to date on the progress of your tickets and to keep track of the communication going on between your customers and your staff members.
Section 2: Zendesk Voice and Video Chat
Zendesk has a pretty robust voice and video chat feature that lets you talk with customers, team members, and other Zendesk users. The feature is built right into the Zendesk interface and is very easy to use. You can even add video and audio recordings to help document a particular interaction.
Once you’re in a video or audio chat, you can share your screen, take screenshots, record the session, and even add comments while the other person is talking. This is a great feature if you want to get more personal with your customers or team members, but don’t want to take the time to schedule a phone call.
Section 3: Automated emails based on ticket activities
One of the best Zendesk features is the ability to set up rules and triggers for emails that can be generated automatically based on ticket activities. For instance, you can set up an automated email to be sent to customers whenever a new ticket is created, or when a ticket is closed.
You can also set up triggered emails to be sent to agents whenever a specific action takes place on a ticket or ticket group. This can be a great way to automate certain customer communications, or to keep your team members in the loop with the progress of tickets. It’s worth noting that you can also use these automated emails for marketing purposes, though you’ll want to be careful not to spam your customers.
Section 4: Integrations with third-party services
Zendesk has a ton of third-party integrations that let you send and receive data from various other services. For instance, with the Zendesk API, you can build your own integration with other software, or you can use someone else’s plug-in to integrate with Zendesk.
Some of the most useful third-party integrations with Zendesk include Slack, Google Calendar, Gmail, Salesforce, and Microsoft Teams. With these integrations, you can create ticket alerts in Zendesk based on information provided by other apps. You can also send information from Zendesk to other software programs.
Section 5: Wrapping up
Zendesk is a great help desk solution that many businesses use. However, you may not be aware there are a number of special features built into the service that you can use for more than just the help desk. If you’re using Zendesk, you should definitely make use of the activity streams, voice and video chat, and the automated email rules – some of the best Zendesk features out there. You can also use third-party integrations to take your Zendesk usage to the next level.