Coxito has now launched an app for Zendesk, we have named it “Coxito Recent Activity”. It gives you a full overview of all emails with the creator of a support ticket, as well as all recently created support tickets by this user. This enables you to get the full history of the communication with the creator of the support ticket you are working on, right in Zendesk. The app is available in the Zendesk App Marketplace, and it is also one of the new integrations announced by Zendesk in this blog post.
What is Zendesk
Zendesk is an application for handling all communication with customers, where incoming requests from your customers are answered by your staff. These requests can be questions, comments, suggestions for improvements, error reports, and so on. Zendesk handles input from many different channels, e.g. emails, social media and phone calls. It can act as a single communication point with customers.
Incoming customer requests are assigned to a member of staff (either automatically or manually), and this employee is then responsible for communicating with the customer until the request has been solved. In order to solve a request, it is normally necessary to know about the customers environment and which of your product(s) he or she is using. Knowing about previous tickets from the same customer is also very useful. And this is where the Coxito Recent Activity app comes in.
The ‘Coxito Recent Activity’ App
The app we have made for Zendesk, Coxito Recent Activity, provides context when solving a request from a customer. Has this customer contacted us before about the same thing the new request is about? Is this request a follow-up from a previous request? Did the customer email us about a related topic two months ago? All this and more can be answered by the Coxito app, right in the Zendesk user interface. There is no need to look through your email to figure out what has been promised to this customer in an email conversation you had some time ago; this information is retrieved by Coxito when you open the support request.
Providing context is what the Coxito app does, and there are several effects of providing context when solving a customer request:
1. It is faster to solve the request when the context is right there in front of you. There is no need to look around in Zendesk for other support requests from this customer or to look through your email. This information is gathered and presented for you by Coxito. Providing fast and relevant answers creates a professional impression of you and your company.
2. You can provide better answers when you know the full history of previous requests and email communication with this customer.
3. Utilizing information that is available in your company. The information about other support requests and email conversations with a customer is information that is available in your company, but you have to look around to find it. In my experience this is not always done, so making the process of utilizing existing information easier and more streamlined lowers the threshold for actually using available information.
How it works
The app must be installed in your Zendesk interface. This can be done by going to Admin -> Apps Marketplace in Zendesk. Then you can either scroll down the list of apps until you get to the “Coxito Recent Activity” app, or you can search for “Coxito” in the search bar up to the right. Click on the app icon, and then on the “Install app” button. Now an installation screen appears, please enter your Coxito web address, username and password. Click the Install button, and you’re done. So installing the app is very easy and can be done in a minute.
When installed, the app is visible on the right-hand side whenever you open up a customer request. Any emails from the creator of the ticket and any other requests created by this customer are automatically retrieved by the Coxito Recent Activity app, providing you with the context you need quickly and gives you confidence in answering your customers in the best possible way.
Coxito is an information discovery and analysis application delivering easy and powerful information discovery functionality for your cloud data. Our mission is to bring the ease-of-use and simplicity of web search to enterprise search and information discovery. By creating this app we are continuing on our path to make available information more accessible, and we believe the Coxito Recent Activity app is an excellent example of what can be done to ease everyday tasks with the correct information at the correct place. When answering questions and other requests from customers, there is no better place to deliver contextual information about customers than in the tool you use to answer your customers: Zendesk.