Zendesk Support

Zendesk Support is a ticketing system for tracking, prioritising, and solving customer support tickets.

As your customers log their questions, requests, and concerns, Utilmate unites your business and customer tickets by displaying relevant information to your agents while they serve customers---all without leaving Utilmate.

If you haven't connected your Zendesk subscription to Utilmate, please refer to  Zendesk Integration.

Support Tickets

Utilmate imports hourly every day all Zendesk Support customer tickets (you'll need a subscription and be connected to Zendesk Support) and corresponding comments, then allocates them to the right customer in Utilmate. Support tickets are linked to the customer's email address or phone number.

Once the support ticket is imported, an activity will be created under the customer's account and the details of the ticket displayed under the Notes and Activities screen, Call Note event type.

If Utilmate is unable to match the customer's details from the support ticket, the ticket will not be imported into Utilmate.

Zendesk ticket

To access the ticket in Zendesk Support, click on the ticket link in the Type column and the ticket will open in Zendesk. New comments on the support ticket will also be updated under the ticket activity in the Calls and Activities screen.