(upbeat music)
- When solving a ticket, an agent might need to reach out
to another person or team for help, an approval,
maybe just an opinion.
With Zendesk, agents can collaborate with the right people,
without leaving the ticket.
This makes things smoother for the agent
and, ultimately, better for the customer.
First, an agent can easily start up a side conversation
with just about anyone,
even if they're not in your organization.
Just choose a place to share your message,
and type it directly in the ticket.
Let's say your company uses Slack.
Members of the channel can reply in the thread,
and the whole exchange is kept in the ticket.
You can even add attachments
and you can start as many conversations as you need.
For even deeper collaboration,
you can grant light access to your Zendesk.
Users with light access can be included on tickets
in order to browse and monitor them,
but can only comment in the form of internal notes.
This means they get to see the full conversation history
and understand the context of the issue.
But more importantly,
your team keeps track of ticket ownership,
and you avoid any risk of confusing the customer.
And that's collaboration with Zendesk,
helping your agents to work more efficiently together.