Integrating external data and systems into your help desk gives your team the context and information they need to provide better service to your customers.
Integrate for improved responsiveness
Integrate for added context
Connecting your help desk with your CRM (such as Capsule) or your internal database gives your team a broader view of the customer they are helping. How long have they been a customer? Are they a VIP? Have they had issues before? Do they prefer email or chat?
Integrate for product development
Connect your help desk with your issue report system to attach customer cases to bug reports and feature requests. This way you keep your product team well informed, and you’re backing up change requests with real customer data.
You can also then get back to customers with the good news that the feature they wanted has launched or the bug has been fixed.
Have a tip of your own to share?
Submit your ideas and you could be featured in an upcoming tip!
Subscribe to Help Desk Tips!
Get a new tip every two weeks from other support professionals who found help desk hacks and team processes that make their job easier, and their customer service better.