Are you a Zendesk user looking to improve your support center? In this series, I’m sharing some of the insights that we’ve heard from our conversations with CX professionals using Zendesk.
Recently, we’ve seen a lot of interest in our integration. Keatext is a great add-on to what is already a great support center. Zendesk is one of our most successful integrations, and that’s because we’ve been able to directly address some of the pain points that people have come to us about.
The first one I want to cover in this series is the need to categorize tickets based on the content of what the customer wrote.
We’ve heard that Zendesk users may be struggling to understand issue categories and detect new issues in tickets. If this is you, a big part of your challenge is getting to know the context and the root causes behind specific categories.
It often takes manual work. You can see all the categories, but you don’t have an easy way to know why a ticket was listed under a specific category. You have to spend time sifting through the support tickets grouped there to find out.
So the people on Zendesk we’ve heard from are trying to get around this limitation, but their solutions are reading tickets individually or exporting the tickets to try to understand issues using another platform. These are just creating new pain points in terms of time, and manual effort and frustration.
The solution has to be a way to identify issue categories without all of this work. That is what has always guided our integration with Zendesk at Keatext.
What we’ve built is an integration that connects right to Zendesk and pulls all your data in from the start. It categorizes all the tickets and builds your list of categories, even for new issues you haven’t seen before, and you have visibility into the customer comments that the system considered for each category. You have this really powerful flexibility with Keatext.
What I want to show in this series is not only Keatext’s ability to address pain points in Zendesk, but that we’re paying attention and listening to people like you.
That’s how we’ve been able to build a platform that addresses the real, day-to-day issues that matter to our customers.
For Zendesk users, categorizing tickets is only one piece of the puzzle. Coming up next in this series on Zendesk is how to cut through noise in the support center, a data quality problem of sorting through tickets.
Before you go, check out Keatext on the Zendesk Marketplace. We just gave our page a fresh look for the new year and updated it with our latest innovations. Thanks for reading!
