Understand help desk integration

Mavenoid can integrate with common help desk and CRM platforms to keep all your information in one place.

For instructions on doing this with Zendesk, see Integrate with Zendesk.

Escalation

In cases where the end user is unable to resolve their support request using the Mavenoid assistant, the user can be automatically escalated to your help desk platform.

During the escalation process, you can prompt the user for any additional required information (such as their email address). This information plus the entire Mavenoid conversation transcript is then used to create a ticket in your help desk. If relevant, you can also show the created ticket's reference number to the end user.

Resolved requests

Support requests resolved through use of the Mavenoid assistant can also be added to your help desk's records. This can be useful if you perform analysis or retrospectives on your customers' support issues.

When a Mavenoid conversation is resolved, the transcript is used to create a ticket in your help desk - which is immediately closed as resolved. The ticket will not create any additional work for your agents; it is just present in your data for reference.