• February 4, 2015

Jacada Releases Ticket Guidance in the Zendesk App Store

Jacada, a provider of customer service technology, has released 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 sessions. Jacada Ticket Guidance for Zendesk provides 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.

Jacada Ticket Guidance can be directly from within the Zendesk App store. A graphical drag-and-drop environment lets users 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.

"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 of 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."

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