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A little bit about Zendesk
Every CRM tool has its own speciality which comes with different functionalities and features. It may happen that in one CRM, you may have different options but those options may be unavailable in others. We have been using multiple CRM software’s and got to know about each of them well one by one after investing some time.
As of now, we can not rank which one is good and which one is not but we will speak about Zendesk support which is the best tool which we have ever used. It is so simple to use that it never appears that we are working under any pressure. We don’t have to find any options .. everything is ready to use. Zendesk Support is an online tool which is used widely around the globe by more than 1,50,000 trusted customers.
Above number shows that Zendesk has a good customer database and for that’s for sure that the tool is good. While using Zendesk support we wanted to have few features which is hardly available in other CRM’s as well. Hence we started our search to find a solution but we could not find any. Hence we decided to make our own apps which every company wants to use to increase productivity. These are given below:
Bulk Data Manager is an app which solves the purpose of handling the data in bulk. While using Zendesk support, We noticed that we had multiple customers and we wanted to call them for marketing our product or services. It was very hard to open every customer’s information or ticket and then read the comments and then call the customers. It took more than an hour to call 20 customers hence we decided not to call this way. We tried to add every customer’s info in a different tab and tried to manage it for a while, it helped me for some time and then we got irritated with this activity.
We tried contacting Zendesk support customer service to find any solution to manage the data in bulk and they had the same “scripting replies”. Bulk Data Manager became my first priority to deal with or else we were about to leave Zendesk. Hence we decided to make this app as it was on top in our list of activity. Before jumping to the app development activity a curious question came in my mind to search for the same app in market place … that seemed interesting to me.
We headed over to Zendesk market place and tried to find some app which could solve my purpose. We have checked almost every app which were related to data management but we could not find any hence we got disappointed. Then we took an oath to make them solve the problem which we were facing. After working several hours with my development team, we made a Bulk Data Manager app and tested for others too. Since it was a solution to the problem, we did not put a higher pricing model as it may help others as well. If you also want to try the same web app, try to search for Bulk Data Manager in Zendesk marketplace by Hexerve Solutions, you will find one. Please click on this following button:
Time zone converter is an app which brings agent and customer on the same page while interacting with each other through Zendesk.. Not understood ? No problem, let me explain in a better way. You might have interacted with the customer from a different geographical location and thus different time zone. It is very hard to understand their time and calculate our time for further processing. Like in USA we have 6 Time Zone but we deal with 4 mostly and when you are from different location, you always need to open a different tool to understand the Timezone of the customer to support them better. In the similar way we have every possible options available in this app.
Time Zone converter Zendesk app solves every purpose of scheduling and converting the time. You simply have to install this app directly into your Zendesk support tool and it will start working on every ticket when ever they are opened. When Agent starts working on any case, this app will show customer time zone in their format and just below that you will your time zone, so it will be very easy to calculate irrespective time zone of each other. Best part about this app is that it does not use any server so your information will be secure on Zendesk portal itself. When you convert your time with respect to customer or vice versa, you will get an option to schedule a reminder so that you will be notified later on. Once you are satisfied with the options, you can confirm the reminder.
This creates an automation in the background when we schedule a reminder in Time Zone Converter app and when time comes, it is executed automatically. You can add many recipients as you want. Since all the automation gets installed when we install the app so we can not change anything in this app however for any customization, we are open ! When we set the reminders, new sets of tags are created which keeps on checking the future occurrence. Please check this Time Zone Converter app in Zendesk app market place.
AutoDoc is an app whelps you automatically generate documentation in Zendesk Support.
When an agent interacts with the customer, he/she has to do a lot of documentation before attending the next ticket/ customer. Many times, employees have to do some repetitive tasks. They may have to open multiple articles and then they copy and paste in the ticket comment box. This can be slow and tedious and is where ‘AutoDoc’ comes in the picture.
Autodoc does not use any external servers to store the content for security purpose. The app has two main buttons, one is for search for content in your Zendesk Guide account and the other one is to add the documents respectively.
The ‘Search’ button will be used to search the articles/documentation from Zendesk Guide. Search button contains 3 more options ( All, Favorites, Enab le/ disable ), each of which perform a different activity.
‘All’ will search for content from all of your Zendesk Guide content.
‘Favorite’ will only display a list of the articles posted by you.
‘Enable/disable’ controls the Auto-copy feature. The auto-copy feature is really helpful when visiting multiple articles when you are looking for any solution. If this feature is enabled, ‘Mouse Cursor Selection’ is converted into ‘Copy’ feature (CTRL+V) so whenever you select some text or line, it will be copied into the clipboard automatically and when you want to paste it to the ticket comment, you don’t have to leave the window. You simply need to press the key combination ‘CTRL+V’ from your left hand to paste in the content you just copied.
The ‘Add’ button in the UI lets you add the documentation from ticket comments to add the articles in the Zendesk Guide. When you click on this button, it copies the ‘Subject line as a title’ and you will be given the category where you want to add the article in. Once you select the category, you can click on submit. This is how you can add the article in Zendesk Guide for future use for yourselt and other agents.
Next time when an employee wants to load/search the same, he can simply type the article heading/ document/ content in the ‘Search’ area in our app and then it will open the same articles in the results and then expand the article and select anything, it will be copied in the clipboard which you paste in the description area.
One of the best features of this app will be using the shortcut as a macro but before that, you need to save the documents accordingly. If you are in the ticket’s description box, you simply need to press ‘`’ once and then the article no/ error code and then it will be expanded automatically to save your lots of time and speed up the process.