Why integrate Enterpret with Zendesk Support?

Enterpret integrates with Zendesk to pull in customer feedback and automatically enriches each support ticket by pulling in a lot of the context surrounding it (e.g., user properties like plan type, device data, country). Enterpret then applies its customer-specific machine learning models to predict topics and granular reasons for each ticket.  You can slice and dice more effectively by combining taxonomy-based analysis, product usage stats, customer demographic trends, and more.

Features

• Easy one-click integration.
• All tickets enriched with Enterpret's taxonomy with granularity and high accuracy.
• Works with 70+ languages
• Analyze and visualize by agent tags and user properties.
• Join with product analytics data to better understand a user cohort.
• Easy redirect to zendesk.
• 100% complete data.

Why integrate Enterpret with Zendesk Chat?

Enterpret supports integration with Zendesk Chat. The integration pulls in all chat conversations between agents and customers enriches each conversation for hundreds of reasons. Analyze feedback and slice and dice more effectively by combining taxonomy-based analysis, product usage stats, customer demographic trends, and more.

Features

• Easy one click integration.
• All conversations enriched with Enterpret's taxonomy with granularity and high accuracy.
• Works with 70+ languages.
• Analyze and visualize by agent tags and user properties.
• Join with product analytics data to understand feedback shared by a user cohort.
• Easy redirect to Zendesk.
• 100% complete data.

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Dynamic Feedback Ingestion

Dynamic Feedback Ingestion also known as Mutable Records, is a Enterpret Zendesk integration feature that allows for a customer conversation or support ticket to be ingested into Enterpret as soon as it is created, but to be updated over time as the conversation progresses. This differs from the standard Enterpret behavior, wherein a conversation is only ingested one time, following resolution. This is most often used for:

🚀 Product / Feature Launches

When are customers are launching a new product or feature, they don't want to wait until tickets are closed to start receiving insights in Enterpret. Mutable Records allows them to ingest tickets as soon as they are created, so if a new issue is surging, they can see it much faster, and respond accordingly.

🏷️  Post-Close Re-Tagging

A few of our customers update the tags on their tickets following close, and those classifications will be used in reporting, browsing, etc. Since Enterpret normally ingests records only once, immediately following close, we weren't catching any of those subsequent updates.