This June we welcome a range of new apps to the Zendesk Apps Marketplace that includes sentiment analysis, ticket creation from popular messaging apps, new integrations with CRMs, and a host of handy tools that allow you to do things like export ticket data, undo unwanted changes to a ticket, translate Help Center content, take a quick snapshot of your agents’ ticket counts, and more. We’ve also added a new app to Zendesk Labs guaranteed to boost morale and lower productivity. (Yep, you read that right.)
Zoho CRM gives you a 360-degree view of your complete sales cycle and pipeline. Integrate your Zoho CRM and Zendesk to give your sales and support teams an unhindered flow of information by providing your customer support agents with Contact, Lead, Activities, and Potential details straight from Zoho CRM, alongside your Zendesk tickets. Clicking on the user will also expand the ticket requester profile directly in Zendesk.
Undo does exactly what it sounds like. It lets you undo and redo unsubmitted ticket changes you’ve made in Zendesk. For example, if you’ve clicked a macro that changes 20 fields, just click “Undo” and the ticket will return to its previous state. If you decide you actually wanted to make those changes, no problem—there’s a “Redo” button, too.
MessageBird Chat allows businesses to offer customer support through messaging apps like Facebook Messenger, Telegram, LINE and SMS, from within Zendesk. You can handle each interaction from any supported platform as a Zendesk ticket, streamlining all your conversations.
SugarCRM for Zendesk
This version of SugarCRM for Zendesk is brought to us by our partners over at SugarOutfitters and brings support for SugarCRM 7.5 and beyond (and back). Enhance your SugarCRM with Zendesk ticket information and your Zendesk tickets with relevant information from SugarCRM to give your team a complete view of customers from either system.
Lingotek Inside Zendesk
Lingotek Inside Zendesk is a Chrome Browser extension that brings the power of Lingotek’s Translation Network to your Zendesk Help Center, allowing you to better serve your customers in their native language. Easily request translations of Help Center content, as you create it, with the click of a button. You can request machine translations or professionally translated content and have them automatically added to your Help Center.
Inbill is a smart integration of Zendesk with your payment gateway. With the Inbill app for Zendesk, you can give your team access to customer payment data, payment history, and even allow them to create new charges, subscriptions, or refund and issue invoices directly from Zendesk tickets.
Quip helps your team communicate better around your documents, without email. Chat is built into every document and spreadsheet so that it’s easy to discuss, revise, and finalize your documents—without having to leave the doc. The Quip app for Zendesk offers agents the option to create a document in Quip from any Zendesk ticket. This might include all ticket comments, including date/time, author name, link to attachments, and the actual Zendesk ticket information so that your team can easily collaborate on, and approve or review, a document outside the ticket.
Nectar Desk is a smart cloud call center software solution. You can set up your phone operations within five minutes with advanced functionality including an autodialer, IVR, ACD, real-time advanced call analytics, and a REST API. With the Zendesk integration, you can streamline your call center operations by automatically creating Zendesk tickets from call activities like receiving voicemail, or completing inbound or outbound calls.
UnifiedVU helps you build a single customer view by aggregating all your user profiles across products into one single view. Connect your CRM so that whenever you click on a profile, information about that customer is automatically loaded from Zendesk.
Agent Ticket Counts
Agent Ticket Counts is a simple app that lets you see an overview of the number of tickets each agent in your Zendesk has assigned to them in one quick, easy-to-view screen.
Ticket Exporter is a handy app for exporting your Zendesk tickets. It’s as easy as selecting the view you’d like to export, choosing which fields to include using the drag and drop interface, and setting file preferences.
Quality Assurance for Zendesk
Quality Assurance for Zendesk by PlayVox helps you analyze your tickets and evaluate how your agents interact with your customers. Use this information to drive performance, coach, train, and motivate your agents to improve the customer experience.
HappyFox Chat is powerful live chat software, built for super fast customer support. With the Zendesk integration, you can view Zendesk ticket history while chatting, and can create Zendesk tickets from chat sessions or missed chats.
SiteFocus Sentiment Insights
SiteFocus helps your team monitor and track the pulse of your customer base using support tickets. The SiteFocus Sentiment Analytics (SSA) engine connects to your Zendesk account to analyze each ticket, creating an analysis or “sentiment snapshot”. What’s more, data can be seamlessly exported to your analytics suite for additional context and discovery.
Plus, new in Zendesk Labs:
Zendesk Labs is a testing ground for some cool experimental tools put together by the Zendesk development community. While they are subject to change and have various levels of support, they do provide some pretty cool features that may someday make it into the marketplace as official apps. Make sure you read over the disclaimer when installing the app!