Zendesk CRM

Zendesk is one of the most widely used and robust help desk systems in the market. You can use Zendesk and Capsule to streamline customer support and enhance overall customer experience.

How to Install

A customer support central hub

Capsule's Zendesk CRM integration is an ideal solution for effectively managing customer support and service operations. The combination creates a centralized platform to handle customer requests, track progress store interactions, and ensure swift resolution of issues.

A complete view of every opportunity

Zendesk is an online help desk, and Capsule can integrate with it to help you see a complete view of a lead or customer's interactions with your business across sales and support activities.

Real-time alerts and notifications

Real-time notifications are a crucial aspect of effective customer support. When you integrate Capsule into Zendesk, your teams can receive instant alerts whenever a contact raises a support ticket, responds to a ticket, or leaves a rating—depending on your chosen customer support channel from Zendesk. This ensures that your teams can respond quickly to customer inquiries and provide timely solutions to any issues your customers may be experiencing.

Customer support mobility with mobile Capsule CRM

Continuous customer communication is crucial for building strong relationships and ensuring customer satisfaction. That's why Capsule's Zendesk CRM integration is designed to provide your support team the flexibility and mobility they need to stay connected with customers, no matter where they are.

Capsule can be accessed via mobile or desktop. You can quickly identify and respond to important support tickets while on the go, providing timely and effective service to your customers.

Synchronized customer support solutions

The integration creates a powerful two-way synchronization between Zendesk and Capsule. This means relevant support tickets are automatically pulled from your Zendesk account and displayed contextually under each lead and contact in Capsule. At the same time, contact information from Capsule is displayed contextually in each support ticket in your Zendesk.

Use Zendesk CRM with Capsule

Combining Capsule with Zendesk provides a complete overview of all your business's lead or customer interactions, including sales and support activities. This combination can transform how businesses manage customer relationships, enhancing customer support and optimizing the customer experience through its centralized platform and diverse self-service support options, such as knowledge-based content, community forums, chats, and emails.

How to link Capsule to your Zendesk account:

  1. In Capsule, go to → Account Settings → Integrations → Zendesk.
  2. Enter the details of your Zendesk account to enable Capsule to access your Zendesk account. This will allow you to view Zendesk tickets from contacts you have in your Capsule account.

How to add Capsule to Zendesk:

  1. Find the Capsule CRM app on the Zendesk Apps Marketplace.
  2. Click 'install'.
  3. Enter or select your Zendesk account. Press Install. You may be asked to log in with your Zendesk Email Address and Password.
  4. Enter a Personal Access Token in the Personal Access Token field. Use the Installation form with the text field to add the personal access token and an install button.
  5. Click 'install'.

You can now see the Capsule App when viewing a ticket in Zendesk. Click the link to Apps in the ticket view, and the Capsule App will be visible along with any other app you might have installed.

Benefits of integrating Zendesk with Capsule CRM

If your business continually receives customer inquiries or support requests, then a help desk like Zendesk can be a valuable tool for managing those interactions efficiently and effectively. Zendesk can provide valuable data insights into customer behavior and preferences, allowing you to optimize business processes and improve the customer experience.

Integrating Zendesk with Capsule CRM can streamline processes and organize all the information you gather from your customers in one platform. Here are the benefits of a CRM-powered Zendesk:

Automated ticketing and communication

A Zendesk CRM can automate ticket routing and assign incoming customer inquiries to the appropriate support agent or team automatically based on predefined rules. This eliminates the need for manual ticket assignment and reduces the risk of errors or delays in the support process.

Additionally, a CRM with Zendesk can prioritize support tickets based on their urgency or complexity, ensuring that high-priority issues are addressed first. This can improve efficiency and productivity in the support process, leading to faster resolution times.

Collaboration between departments

An efficient help desk is beneficial not only for customers but also for all departments within your business. Businesses can facilitate better collaboration between various departments, such as customer support, sales, and marketing, with the combination of a CRM and Zendesk. This integration opens opportunities for seamless data sharing, enabling teams to have a complete view of customer interactions and preferences to offer a more cohesive approach to customer service.

When customer support teams can access customer purchase history, they can assist with a broader range of topics—like suggesting product upgrades or cross-selling opportunities. When sales and marketing teams have access to customer support tickets, they can better understand common customer pain points, leading to the creation of more effective marketing campaigns and sales strategies. It's a full circle of processes that can lead to the overall improvement of the company's customer relationship management.

Data analysis for reporting and improvements

A CRM for Zendesk can track customer interactions through your provided support channels. This information can then be analyzed to identify patterns and trends, giving businesses a deeper understanding of customers' needs and expectations. If you aim to go further, it can also identify areas for improvement and optimize business processes.

This leads to better customer experiences. When you address customer needs proactively through data analysis, you can build stronger relationships with your customers and increase their loyalty and retention.

Knowledge management

A Zendesk CRM can also be a powerful tool for knowledge management. It can capture and store information related to customer support requests, including the steps taken to resolve them, solutions applied, and best practices discovered along the way. Your support team and customers can then access old and new information quickly, facilitating the transfer of knowledge and improving the overall quality of your support inquiry after inquiry.

Transparency and accountability

Integrating Zendesk with your CRM also provides a clear record of tasks that have been done, what is currently being done, and what still needs to be done to resolve a support request or a customer problem. A CRM with a Zendesk integration can assign ownership and responsibility for each ticket to a specific support team member, ensuring that every ticket is assigned to the appropriate person and that there is clear ownership of the issue until it is resolved. The support team member responsible for the ticket is accountable for the timely resolution of the issue and can be tracked to ensure that they take appropriate actions to address the customer's concerns.

This level of transparency and clarity can help prevent errors and misunderstandings arising when communication is unclear or incomplete among your departments.