Jacada Launches Ticket Guidance Solution for Zendesk



Jacada, a global provider of customer service technology, has announced availability of Jacada Ticket Guidance for the Zendesk customer service platform.

The Jacada solution, now available in the Zendesk App Store, will enable Zendesk users to benefit from advanced Ticket Guidance within their Zendesk session. Jacada Ticket Guidance for Zendesk ensures quick and efficient ticket resolution by providing support agents with real-time process guidance and dynamic next best action cues.

Jacada Ticket Guidance embeds agent guidance and scripting directly within Zendesk for agent support both while opening and working on a ticket. Agents are guided step by step on the most efficient route to resolve complex tickets, resulting in a far more efficient work process and a marked increase in resolving the issue correctly the first time.

Jacada Ticket Guidance is easily installable directly from within the Zendesk App store. Subject matter experts can quickly use a graphical drag and drop environment to easily build flows to guide sales, support, and general customer service agents with the next best action to resolve, update or intelligently route the ticket. Changes can be made in real-time ensuring constant improvement of agent-customer interactions.

“Jacada Ticket Guidance for Zendesk will complete the state-of-the-art customer service platform of Zendesk by empowering agents to solve, update, and route complicated support tickets while also interacting naturally with the caller,” said Guy Yair, co-CEO, Jacada, in a statement. “The dynamic agent guidance and scripting increases agent productivity, lowers training time, and boosts customer satisfaction with first time ticket resolution.”