We’ve always been huge fans of Zendesk at Ongair, in fact we use it to serve our customers everyday.
Shortly after we launched Ongair, we realized that many of our clients were also Zendesk clients. Most of who were looking for an easy way to integrate their Instant Messaging accounts with Zendesk.
So we came up with the Ongair + Zendesk integration that would allow clients to receive their IM texts via Zendesk. We started with WhatsApp for Zendesk then later on added Telegram, Messenger and WeChat.
In two years the Ongair + Zendesk integration has since been used by over 600 clients.
THE PROBLEM ?
However, one drawback of this original integration was that it required clients to first set up an Ongair account, even though they would end up replying to all their messages via Zendesk once the integration was complete.
In effect, this process was slightly tedious and the setting up of two different accounts seemed a bit redundant.
THE SOLUTION ?
After many hours spent developing, designing and taking lots of coffee we are excited to announce that, the Ongair + Zendesk integration just got a whole lot better and easier..
Introducing Ongair for Zendesk a stand alone application that runs entirely on Zendesk and can be installed straight from the Zendesk App Store
We developed the Ongair Zendesk app because we wanted to make it easier for people who already use Zendesk to begin using IM.
You do not need to set up an Ongair account or pay Ongair and Zendesk separately. Everything you ever wanted in Instant Messaging can now be found on your Zendesk dashboard.
HOW DOES IT WORK ?
The Ongair Zendesk app converts all your IM tickets into Zendesk tickets and lets you respond to them straight from Zendesk. Your customers then respond to you straight from the messaging apps on their phones without having to use an email client.
Once you receive an Instant Messaging ticket via Zendesk the customer’s name, number , channel is automatically saved to your contact list.
SOME OF THE FEATURES ?
- Select ticket status (open, closed, solved )
- Customize Autoresponders for each channel
- Access your IM tickets in separate views
The user has to message you first.
WHO NEEDS THIS APP ?
If you are a Zendesk user, who would like to make Instant Messaging part of your Zendesk workflow, this application is perfect for you.
Additionally, you can add as many IM accounts as you would like. All you need is a Zendesk account and the Instant Messaging channels that you would like to add. NOTE: ( you don’t need to sign up on Ongair ).
WHAT IM APPS ARE SUPPORTED ?
For now, you can add WeChat, Telegram but we shall add more IM channels in future.
HOW CAN I GET THE APP ?
The Ongair App will be available in the app store access it here. Try it out and let us know what you think.