How Zendesk Works in the Public Sector

How Zendesk Works in the Public Sector

Clearvision and Zendesk have an excellent track record of delivering projects together. So when one of the largest organisations in the government needed a Help Desk solution for an upcoming project quickly, we were the logical choice. The Clearvision team were contacted via the G-Cloud and the project kicked off immediately. Within 6 weeks of the initial meeting requirements were determined, the platform was built and staff were being trained.

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As authorised Zendesk Partners, Clearvision worked closely with Zendesk to ensure the project was a success. Let’s take a look at what was involved with the project.

Requirements Capture
Offices are split across the country and in some cases the tickets can contain sensitive data, so having Zendesk in place would make it centralised and provide security for employees and customers, which is one of many reasons why Zendesk was chosen.

During initial stages of the project we gathered all customer requirements and discussed pretty much every aspect of what is possible in Zendesk, including:

Branding
Channels
Macros
Tags
Triggers
Reporting and Automations
A couple of weeks into the project, we already had a running system with a few test tickets, which helped us understand the workflow and tweak the system even further improve performance.

Zendesk Training
Zendesk is renowned for having one of the simplest user interfaces on the market but everyone needs a little help to get started. Zendesk ran two short courses for our client; an initial “train the trainer” session covering reporting, views and other admin features.

The rest of the team then joined for an “agents” session, covering the features and ensuring everyone was completely comfortable with Zendesk. Both Zendesk and Clearvision remain on hand for any follow up questions.

Why Zendesk
The reason this particular organisation chose Zendesk and Clearvision was speed of deployment, security and ease of scalability. Zendesk has the ability to enhance communication between employees internally and customers externally. It is also very easy to scale Zendesk, regardless of budget or business need.

Zendesk offers complete visibility of all support tickets so nothing slips through the net. On top of that the integration capabilities allow Zendesk to expand further. Telephony is just one example of further intergration.

For more visit our Zendesk page, search for “Clearvision” in the G-Cloud Store or contact us with your requirements: http://www.clearvision-cm.com/contact-us/.

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