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Workplace Zendesk Bot

request the Zendesk bot

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 an 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.




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