Zendesk is powerful out of the box — but it is when you customise and integrate it with the rest of your setup that it really starts to work for you.
With Zendesk Apps and integrations, you can bring data from other systems into Zendesk, automate manual processes and tailor the agent's workflow to exactly what you need.
What can you achieve?
- One unified overview — Show order history, CRM data, project status or stock levels directly in the ticket. Agents do not need to switch systems to get the answer the customer is waiting for.
- Automation of repetitive tasks — Translate messages with one click, validate customer data against external systems, or perform a series of actions automatically when a condition is met.
- Real-time data in the support flow — Show current shipment status, outages or subscription status directly in the ticket, so that you can be proactive rather than reactive.
- Workflows tailored to your business — Do you have processes that Zendesk does not cover as standard? A custom-built app can solve precisely that.
Two ways in: Marketplace or custom
The Zendesk Marketplace has hundreds of ready-made apps for the most common needs — e.g. Salesforce, Jira, Shopify and Translate. They are quick to install and require minimal setup.
If you have needs that standard apps do not cover, you can have a Private App developed — a custom-built solution made for your specific systems, data models and workflows.
When does it make sense?
Consider apps and integrations if you find that:
- Agents spend time looking up information in other systems
- Manual processes create errors or bottlenecks
- The customer repeats themselves because the history is not gathered in one place
- You need to integrate with internal or legacy systems
Want to know more about the possibilities for your setup? Available advises on which apps and integrations create the most value for precisely you. Contact us here.