Next matter integration
With the Next Matter sidebar, your customer service team can trigger, manage, and track workflows to accelerate the resolution of complex escalations – without ever leaving Zendesk.
Scalable, automated workflows that companies depend on – every single day
Make complex tickets simpler for everyone with Zendesk and Next Matter. Here’s how:
Locate the appropriate resolution workflow in Zendesk
Link a Zendesk ticket to the workflow in one click
Trigger the workflow and track its progress in real-time
Assign resolution tasks to teams with built-in work instructions
Add in reviews and approvals, detailed handovers, conditional actions, self-serve portals, and customer notifications
Integrate with your tool stack and databases, reference cross-system data in your workflows, and replace copy-paste work
Standardize handling, quality, and time-to-resolution for every complex ticket.
Reinforce SLAs with granular deadlines, notifications & escalations, and full visibility over all workflows in-progress.
Ensure compliance, privacy, and security of data throughout the customer journey
INTEGRATIONS
30% of all customer service tickets are complex. Next Matter integrates directly with your Zendesk customer service solution, and allows you to build and automate workflows to handle complex tickets – from first contact to resolution. It's like autopilot for amazing customer experience.
Integrate operations end-to-end – Use native integrations or API to connect all your systems, and drive it all from Next Matter.
Operate better with automation – Send data to and from systems, trigger processes based on system events, and eliminate countless hours of manual data-entry.
Design workflows for complex tickets that customers love to use. Make it enjoyable with self-service portals, personalization, and custom integrations.
Boost loyalty by empowering every agent to action complex tickets and provide immediate service and expert guidance, regardless of seniority.
Automate status update notifications for every step of the workflow, to delight customers with your transparency, and reduce follow-ups.
Resolve customers’ complex issues faster and provide assurance that – as a GDPR and SOC2 type-2 compliant service provider – their data and information is protected.
