School Loop Enhances Customer Support with Zendesk

School Loop decided to implement Zendesk as their customer support solution. Zendesk's features such as triggers, macros, and automations were used to streamline daily support tasks. The team created an action-based notification and standard response system that allows each agent to add internal comments that cannot be viewed by customers. Agents receive email notifications containing a full ticket history, allowing them to consider the input of their fellow agents as they work to provide speedy solutions. Additionally, custom triggers in Zendesk allow School Loop to add tags to each ticket specifying the requester's role, such as teacher, student, or parent, enabling the company to track traffic by role and better train and allocate its support resources. Automated notifications were also added to control the amount of time before tickets are closed or before users are sent a pending reminder. The community forums within Zendesk have made it easier for School Loop to communicate with a wide range of personnel, allowing users to make comments and ask questions about School Loop technology, sharing tips and tricks to help each other get more out of the software.