The Workplace Zendesk bot enables people to create and receive updates for their IT support tickets – the bot allows them to log tickets in both Workplace Groups and Workplace Chat. In addition to the tickets, users can search the Zendesk Knowledge Base or speak to a live agent in Workplace Chat.
Create tickets in Workplace Chat
Users can create Zendesk support tickets from Workplace Chat using the dedicated Zendesk Workplace Bot to create ticket flow, the quick replies give a lot more flexibility to create a ticket.
View tickets in Workplace Chat
When a user creates multiple Zendesk tickets they will be able to go to the menu and click on the “View” tickets button in the Zendesk Workplace Bot.
When the view tickets button is clicked, a carousel will be opened displaying the tickets and current status.
Update tickets in Workplace Chat
When a ticket is updated in Zendesk, the Zendesk bot will send a message to the user stating that the ticket was updated.
Search for knowledge base articles within Workplace Chat
A user can search for knowledge base articles based on a search query that is entered in Workplace Chat.
Talk to a live agent in Workplace Chat
If a user doesn’t find the article that they are looking for it will be possible to speak to a live agent.
Create Tickets in Workplace groups
Users can create Zendesk support tickets from Workplace Groups by @mentioning the bot in a dedicated Workplace group.
Mention the bot in a comment
When a user mentions the bot in a comment of a post, the content of the post is used to create a ticket within Zendesk.
Mention the bot in a reply
When mentioning the bot in a reply of a comment, the content of the comment will be used to create a ticket within Zendesk.