Get to the bottom of it

Box uncovers trending issues instantly with the Zendesk Apps Framework (ZAF)

Box is a leader in cloud content management and file sharing services. Using the Zendesk Apps Framework, they created an app that brings in key customer and company data so that agents have everything they need at their fingertips.

Zendesk Support product screenshot

Increased Trending Issue identification by over 50%

Platform components used:

Zendesk Apps Framework (ZAF)

Business challenge

Certain pieces of customer data lived in multiple systems. When agents tried to solve a ticket, they were constantly copying and pasting vital information from one tab to another. Additionally, Box’s trending issues (such as service outages) were stored in another giving agents no visibility into an existing problem that an organization might already be dealing with.

Platform solution

Using Zendesk APIs, Box was able to integrate data from their sales CRM and trending issues database right into Zendesk. They then created a custom sidebar app using the Zendesk Apps Framework (ZAF) that would surface the data instantly. The app has increased agent efficiency by allowing them to be in one workspace as much as possible. The app also allows agents to tag cases to specific trending issues so Box can pull reports off of the tickets to better understand potential future problems. Since the app has been implemented, agent efficiency has skyrocketed—and Box has increased trending issue identification by over 50%.

“Before the creation of our custom app agents struggled with the common problem of 'too many open tabs' making solving tickets a stressful nightmare. Creating “The Hub” using the Zendesk Apps Framework has resulted in a surge in agent efficiency and increased our trending issue identification by over 50%. What started as a hackathon project has turned into a fundamental backbone of our customer support experience.”

Brent Pliskow

Director, Product Support

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