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One of the biggest challenges faced by Customer Success Managers or Account Managers when managing customer interactions on Slack is routing support issues to the support team.
It happens in one below of the ways today:
- ask the customer to login to support portal and submit the issue
- ask the customer to send email to support@
- manually copy/paste the message and file a support ticket
- ask support team to join the Slack channel and reply to the customer
It wastes time, gives bad customer experience, and delays the response to the customer.
With Thena, easily convert Slack messages into Zendesk tickets. This process automatically maps the contact information between Slack and Zendesk, and assigns a support agent to the ticket. When the agent replies from Zendesk, their response will be visible under the original message sent by the customer on Slack. This allows for seamless communication between the two platforms, enabling customers to chat on Slack and agents to respond from Zendesk.
When the ticket is closed in Zendesk, the status is communicated back to the customer within the same thread.
Step 1 - Create a Zendesk ticket from Slack
Step 2 - Fill the details and submit
In just two steps, Ticket gets created, contact gets mapped, and conversation gets synced bi-directionally between Slack and Zendesk
Signup with Thena today.