7 Best Apps for Enterprises on Zendesk

Zendesk offers over 1,300 apps to enhance customer support operations. For enterprises, integrating the right tools can improve efficiency, automate tasks, and streamline workflows. Here are 7 must-have apps for enterprises using Zendesk:

• Thank You AI GPT: Automatically closes tickets reopened by "thank you" messages, saving time and resources.

• Slack: Links Zendesk with Slack for real-time ticket updates and team collaboration.

• Salesforce: Syncs customer data between Salesforce and Zendesk for smoother workflows.

• Email Tracking: Tracks email opens, link clicks, and provides real-time alerts for better communication.

• Workday: Integrates HR data into Zendesk, automating employee support tasks.

• JIRA: Connects support and development teams for efficient issue tracking and resolution.

• Stripe: Simplifies payment management directly within Zendesk, including refunds and subscription updates.

Quick Comparison

These apps can help enterprises improve customer service, automate repetitive tasks, and integrate key systems directly into Zendesk. Each tool addresses specific challenges, from team collaboration to payment management, ensuring smoother operations and better customer experiences.

Best Zendesk Apps - Top 15 #zendesk #zendeskapps

1. Thank You AI GPT

Thank You AI GPT addresses a frequent issue in enterprise support: tickets being reopened unintentionally by customer "thank you" messages. This app uses AI to automatically identify and close such responses, allowing support teams to focus on more pressing matters.

The app is highly effective, automatically closing up to 70% of reopened tickets. This helps teams maintain service level agreements (SLAs) and work more efficiently. Jason Heath, a Zendesk user, notes:

"We have almost entirely eliminated SLA breaches due to unnecessarily reopened tickets because of Thank You GPT."

For businesses managing large numbers of tickets, this tool significantly improves resource management. Diego, a long-time user, shares:

"We deal with thousands of tickets every day and Thank You app help us everyday to auto-solve tickets, improving our efficiency and helping allocate internal resources in tickets that really need human interaction."

2. Slack

The Slack integration with Zendesk makes managing support tickets easier and faster. By linking Slack channels directly to Zendesk, teams can handle tickets in real-time, speeding up responses and improving collaboration across departments.

Here’s how it makes an impact:

Want to get the most out of this integration? Set up dedicated Slack channels for tickets based on priority, assign specific roles to agents, and use pre-made response templates to save time.

This integration ensures better team accountability by making ticket progress visible to everyone. Teams using it report quicker responses, smoother collaboration, and more efficient workflows.

Here’s what you can do directly in Slack:

• Assign tickets to specific team members

• Update ticket statuses and priorities

• Add internal notes or comments

• Collaborate with other departments seamlessly

With these features, your team can stay on top of customer requests without switching between tools.

3. Salesforce

Many businesses use both Zendesk and Salesforce, but combining the two can unlock powerful possibilities. This integration aligns support and sales efforts, creating a smoother workflow.

Key Features

This integration links support activities with customer relationship data, giving agents direct access to key customer details. The result? Faster resolutions and more tailored customer interactions.

Setup Considerations

• Field Mapping: Match important Salesforce case fields with Zendesk ticket fields.

• Data Synchronization: Set up a one-way sync from Salesforce to Zendesk Support.

• Access Control: Ensure admins have the right permissions to manage Salesforce case types.

Integration Tips

• Test the integration in a sandbox environment before rolling it out live.

• Keep webhook and trigger settings as they are after setup.

• Map essential Salesforce account fields to Zendesk organization fields.

• Regularly check sync performance and tweak workflows based on team input.

This integration also handles complex organizational relationships. For example, Salesforce contacts with multiple account connections appear as organization memberships in Zendesk. However, keep in mind that closed tickets and attachments don't sync to Salesforce. To maintain performance, focus on active tickets and core customer data.

4. Email Tracking

Email tracking in Zendesk adds another layer of efficiency to support workflows by providing real-time data on customer interactions. This feature helps teams improve communication and respond more effectively. Here's a breakdown of what makes email tracking a game-changer for enterprise support.

Key Features and Benefits

Extended Tracking with Pro Plan

The Pro plan, priced at $3 per agent/month, extends email tracking to 30 days, compared to the Lite plan's 10-day limit ($2 per agent/month). This extended period allows teams to gather more comprehensive insights into customer behavior.

Tracking and Performance Metrics

A tracking pixel built into the system provides valuable data, including:

• Email open rates

• Response effectiveness

• Best times for replies

• Device types used by customers

• Overall team performance

Privacy and GDPR Compliance

Zendesk includes GDPR-friendly options, allowing businesses to disable tracking for EU recipients. This ensures compliance while still collecting data where permitted.

Advanced Custom Analytics

With the Pro plan, teams can use up to 15 custom fields for filtering and reporting, compared to just one field in the Lite plan. This makes it easier to segment data, create detailed reports, and export insights in CSV format.

5. Workday

Workday integration connects HR and support functions directly within Zendesk, making it easier to manage employee-related tickets. By pulling employee data into Zendesk, this integration helps resolve issues faster and more efficiently.

Key Integration Features

Real-Time Employee Information

Agents can view critical employee details directly in Zendesk, such as:

• Employment status

• Department assignments

• Reporting structure

• Time-off balances

• Payroll information

• Benefits enrollment

Automated HR Workflows

Tasks like time-off requests, expense submissions, payroll updates, benefits enrollment, and employee data changes are handled through automated workflows, saving time and reducing manual effort.

Security and Compliance

Workday integration adheres to strict security protocols, including TLS 1.2+, ISO 27001, SOC 2 certifications, and GDPR compliance.

"Employees receive faster, more accurate responses to their inquiries, enhancing their overall experience. With quick access to information and automated processes, employees spend less time waiting for resolutions, leading to higher satisfaction and morale." - AdelanteCX

Implementation Process

To get started, install the app, link your Workday account, configure custom fields and objects, and set up automation (available with the Enterprise plan). Agent training ensures smooth adoption.

The Enterprise plan also offers white-labeled design options and a 99% uptime SLA, ensuring uninterrupted access to essential employee data. This integration empowers your team to provide fast, personalized support while maintaining top-tier security.

6. JIRA

JIRA integration acts as a bridge between support and development teams, simplifying issue tracking and resolution. With over 15,000 installs of the Zendesk Support for JIRA app, it helps streamline workflows for technical support. Here's a breakdown of its key features and how they improve support processes.

Key Integration Features

Automated Issue Management

Agents can easily create and link JIRA issues directly from Zendesk. A sidebar display offers instant updates on development status and technical details, keeping everyone on the same page.

Development Team Benefits

Developers are notified about bugs affecting customers, ensuring they address critical issues promptly. The Zendesk activity tab in JIRA provides full visibility into customer conversations, including public and private comments. This integration ensures faster resolutions and better teamwork across departments.

Security and Workflow Optimization

The integration includes token-based authentication, HTTPS encryption, role-based access controls, and options for advanced field mapping and customizable synchronization triggers.

Best Implementation Practices

• Workflow Configuration: Set up custom field mappings and synchronization triggers based on ticket priority or complexity. This ensures tickets are routed correctly and critical details are shared seamlessly.

• Team Communication: Use automated notifications to keep both support and development teams updated on status changes, comments, and resolutions.

• Data Synchronization: Map fields like priority levels, issue types, and customer impact to maintain consistent data across platforms.

7. Stripe

Stripe integration simplifies operations while offering direct access to live payment data within Zendesk. This makes it easier to handle subscriptions, payments, and invoices efficiently.

Payment Management Features

Simplified Support Operations

With Stripe data integrated into Zendesk, resolving payment issues becomes quicker and easier. Actions like processing refunds or updating subscription details can be performed directly from the Zendesk interface, saving time and reducing complexity.

Security and Compliance

While improving efficiency, the integration also prioritizes security. Stripe ensures PCI DSS compliance through key measures:

• Data Protection: Uses strong encryption to safeguard sensitive information.

• Access Controls: Limits payment data access to authorized personnel.

• Secure Storage: Manages cardholder data securely using truncation and other safe handling techniques.

These measures ensure that security remains a top priority alongside operational improvements.

Real-World Impact

PLM Group's experience highlights the integration's benefits. Hindrik Usin, IT Manager, shared:

"Popdock has resulted in a significant increase in efficiency for our support agents, both in time savings and being able to provide better and faster customer service by having the correct information readily available."

Best Practices for Implementation

• Data Integration: Map key payment fields to tickets, ensuring easy access to transaction histories and customer details.

• Workflow Optimization: Develop clear processes for handling refunds, subscription changes, and other financial tasks to maintain consistency.

• Security Configuration: Use role-based access controls and encrypted channels for payment data. Regular security audits further strengthen compliance and protect sensitive customer information.

Conclusion

Using these apps with Zendesk can greatly improve customer service and streamline operations. For example, Forrester's Total Economic Impact™ study reports a 286% return on investment over three years for Zendesk users. Below is a matrix showing how these integrations enhance different areas of support operations.

Integration Impact Matrix

These integrations bring measurable results. For instance, Zendesk Marketplace expanded from 500 to over 1,300 apps in just two years, showcasing their impact in areas like:

• Workflow Automation: Automation features now handle up to 15% of agent contacts.

• Collaboration Across Teams: Smooth integration between departments.

• Resource Management: Better first contact resolution and queue handling.

Laurie Leduc, Head of Community Support, shares her perspective:

"Zendesk's integration capabilities, flexibility, and feature depth allow me to be creative with how we're using it. And they let us scale in really interesting and powerful ways."

These seven apps work together to create a secure, efficient support system. They enhance agent productivity, improve customer satisfaction, and meet enterprise-level requirements for security and compliance.

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