You’ve dedicated energy and resources into meeting your team’s needs today, but how do you ensure your Zendesk implementation continues to match the pace and needs of your business? Keeping Zendesk one step ahead of your team can be challenging. An Envoy partner can help.

We created our Ongoing Support offering to assist customers who may not have in-house resources to maintain Zendesk and stay at the forefront of the support team’s needs. Envoy Admins are Zendesk and support experts available to serve as your dedicated Zendesk systems administrator. We will work with you to design a program specifically for your needs, but you can expect your Envoy Admin to assist with Zendesk maintenance projects such as:

  • Ongoing creation of custom fields, macros, workflows, triggers and automations to support new processes
  • User, group and SLA management
  • New hire training on the Zendesk platform

Best of all, because our Envoy Admins know the ins and outs of your Zendesk implementation, we hit the ground running.

Customer Success Story

Guild Mortgage Streamlines Workflow

Founded in 1960, Guild is a nationally recognized independent mortgage lender with more than 250 branches and satellites serving home buyers throughout the United States. Prior to Zendesk, the company handled support requests via email, often involving large teams distributed across the US. It’s no surprise this process often resulted in severe bottlenecks and people unknowingly working on the same internal issue. “Knowledge was often siloed,” says Drew Gillett, Business Process Consultant, “and as a result, people ran into difficulties reporting on work that was done.” Something needed to be done—fast. Zendesk offered a viable solution—a way to improve customer relationships through better internal processes for customer engagement and better customer insights.

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