Rekord gives Zendesk a richer ticket

One of the problems of working on a help desk can be the job of trying to capture and collate together all the relevant information a caller can present, so that a helpful, usable support ticket is created to pass on to the support team. And when that information can come from a telephone call, an email, or social media complaint on services such as Twitter or Facebook – or any combination of such sources – creating support tickets can become a difficult task.

Overcoming this problem is the target for independent managed communications provider, Foehn, which has developed a new cloud-delivered telephony application called Rekord that enables contact centres to link voice recordings effortlessly and seamlessly to Zendesk tickets.

Zendesk can take customer communications from anywhere - website, email, phone, Twitter, Facebook, and chat—and turn it into a ticket. It can simplify support team workflows with custom automatic actions, and provides them with a holistic view of customers and their support issues. It claims to provide support for more than 300 million end users around the world receive support from Zendesk-powered customer service departments and help desks. 

Rekord integrates seamlessly with contact centres and help desks, connecting inbound and outbound calls to tickets.  In doing so, it gives the agent control over the integration from either the application panel within Zendesk or total control via the telephone handset, allowing for a seamless user experience.

As well as being platform agnostic, compatible across all PBXs, Rekord completely removes the need for the development of plugins and updates for a company’s PBX. Being 100 percent cloud-based it also drastically reduces Capex and Opex in operational budget as well as removing support overheads. It is completely scalable to the needs of contact centres. 

 “Rekord is the first solution of its kind and this approach offers several advantages,” said James Passingham, CTO of Foehn. “As you continue to use your own PBX infrastructure, you retain all the reporting functionality, routing, call transfer, MIS, capabilities for your business.  It adds unique value to customer service functions by linking voice recordings with Zendesk tickets and improving recorded information of customer enquiries.”

The company also claims that Rekord means that companies can reduce their compliance costs as they save time and money because compliance is much faster and tighter.

Other features include the ability to assign calls to nominated tickets, retrieve information about the caller and assign ticket hyperlinks.