Has anyone had experience working with external partners to provide support to a common customer base? Specifically, we are partnering with a vendor to sell their product and we need our customers to connect via our Help Center to request support. Our internal support team needs to provide level 1 support, however, if issues are more complex we need the partner to provide support directly to the customer. We would like all communication to occur through a single ticket (the ticket initially logged by the customer on our Help Center) vs a different ticket in the partners ticketing system and/or via email with the partner.
External Partner Support
Hey @judy11 - for escalation to a third party that's using Zendesk, you could utilize Ticket Sharing. For external teams that aren't using Zendesk, I would recommend a side conversation via email, but note that if they have a (different) ticketing system, you may have to guard against bounce backs and threading issues. For your agents, I would recommend a macro, custom field and view for tickets that have been escalated - assuming they will be owned by and on-hold within your organization while you and your customer wait for a response. Custom statuses might help here as well. Hope this helps! - Brandon
Thanks @brandon12. Do Side Conversations allow ticket requesters and CCs to see updates and allow external (partner) support reps to communicate directly with the requesters and CCs without internal (assignee) agents to having to play middle-man?
Hey @judy11 -
Not directly in the ticket - but you can cc the end user in the side conversation to allow the end-user and the external team to continue the conversation, as long as everyone keeps hitting reply all. Details here: https://support.zendesk.com/hc/en-us/articles/4408822451482#topic_q5k_wz1_mvb
Brandon
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