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.
Utilmate imports hourly every day all Zendesk customer tickets (you'll need a subscription and be connected to Zendesk) and corresponding comments then allocates them to the right customer in Utilmate. Tickets are allocated on either the customer's name, email address, or phone number.
Once the ticket is imported, an activity will be created under the customer's account and the details of the ticket displayed under the Calls 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.
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.