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 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). You can then add an external ticket node to use this information plus the entire Mavenoid conversation transcript to create a ticket in your help desk.

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.

At the end of your flow's paths, you can add an external ticket node to use the entire Mavenoid conversation transcript to create a ticket in your help desk. Depending on your help desk platform, you may be able to cause these tickets to be automatically closed as resolved so that the ticket does not create any additional work for your agents and is just present in your data for reference.