Internal Note vs Process Shepherd

Allow agents to write an internal note and a public comment with one submit. An internal note can be added with submitting the app (so without submitting the ticket itself). These functions can also be incorporated in a Macro. For Enterprise customers we also allow them to post the note as a Sunshine Event Key Features Submit an internal note within the app, so without submitting the whole ticket Submit an internal note and a public comment simultaneous when submitting a ticket Incorporate an internal note and public comment into a Macro Post an internal note as a Sunshine Event (also available in Macros) Use Cases Workflow automation (with Macros) Quick note updates Workflow optimization Custom Sunshine Events to be included in your process The first week is on us! After installing, your free 7-day trial will start so you can try out this application without any worries. Are you looking for ways to further optimize your Zendesk account? We are a Premier Solution Provider of Zendesk and we help organizations like yours with the implementation of Zendesk and we build (custom) Zendesk Apps and integrations. Get in touch with us. Data Privacy and Security This app accesses, uses, and stores the following data: Data Accessed: - Ticket content and metadata (ticket ID, status, and current comments) - Agent information (name and ID of the current user) - Macro content (when integrated with Zendesk Macros) Data Used: - Internal notes and public comments entered by agents are processed to create ticket updates - Ticket data is used to determine the appropriate context for note creation - For Enterprise customers, internal note content may be formatted as Sunshine Events Data Stored: - No data is stored outside of your Zendesk instance - All internal notes, public comments, and Sunshine Events are stored directly in your Zendesk account according to Zendesk's data retention policies - The app does not transmit or store any data on external servers Purpose: - To enable simultaneous creation of internal notes and public comments - To integrate internal note functionality within Zendesk Macros - To post internal notes as Sunshine Events for workflow automation - To improve agent efficiency and workflow optimization For more information about data handling and privacy, please contact us at https://www.pluscloud.nl/zendesk/.

Discussion Trees Empower your agents with real-time, step-by-step guidance to master complex workflows and troubleshooting tasks quickly and flawlessly. Effortlessly integrate data from external services and execute automation activities through a no-code workflow. The Discussion Trees within Process Shepherd are transformative tools for any helpdesk, redefining efficiency and effectiveness. Traditional training methods often fail to fully prepare new staff in many companies, leaving gaps in their operational knowledge. Process Shepherd fills this void by providing a sophisticated Discussion Tree solution that seamlessly integrates with your existing systems. This not only simplifies complex tasks but also shortens average handling times and significantly improves the quality of interactions, streamlining your helpdesk operations like never before. Drastically Reduce Onboarding Time Process Shepherd slashes onboarding times by up to 80%, propelling new agents from novices to experts at an unprecedented pace. By navigating through Discussion Trees, agents acquire the finesse of handling even the most intricate processes without the intensive training traditionally required. If the agent gets stuck and needs more information, there is a built-in knowledge management system. Updating business processes becomes easier than ever. Accelerate Agent Ramp-Up Cut ramp-up periods by 40% with Process Shepherd. Agents gain confidence and knowledge rapidly, as they're guided through each customer interaction step-by-step. It's like having an expert sit with your agents every step of the way. This results in quicker proficiency and a workforce ready to deliver outstanding service sooner. Reduce Average Handling Time Shave average handling times by 30%. Process Shepherd's integration with CRMs and help desks automates data collection and step completion, freeing agents from the hassle of manual entries and information searches. Our solution ensures a more efficient, error-free process flow. No Workflow is Too Complex Each step is intelligently determined by taking into account prior responses, ticket details, and customer information from your CRM. Workflows can be designed to consider every situation to ensure the best outcome every time. The no-code workflow designer is user-friendly and intended for non-technical staff, while also catering to advanced users. Enable Self service Embed decision trees right within your website or send via email so that customers can self service with integrated knowledge documentation.