RingCentral for Zendesk – Improve Help Desk Productivity

I was recently in our office breakroom watching two engineers blow off a little steam through a fast-paced game of ping pong. Who was ahead or even won I couldn’t tell you. But the repetitive sounds and sights of successive volleys were strangely relaxing for a knowledge worker who generally spends most of the workday in front of a pair of 15” screens.

But it got me thinking about the actions taken at work throughout an average day. For example, as I write this blog, I’m also peering at other applications demanding a share of my attention. I might check in periodically with email or our team messaging application, or pause altogether to answer a call or attend a meeting.

For me, to switch between a productivity tool built for writing and a messaging tool built for collaborating indeed feels like the back and forth of a ping-pong game—except I’m the one playing both sides of the table. For my role, some amount of toggling is necessary at times. But what about knowledge workers who spend the majority of their day in one or two core applications?

In a survey conducted by RingCentral, more than two-thirds of workers say they waste up to 60 minutes at work navigating between apps, and 68 percent of workers toggle between apps up to 10 times an hour.

Think about that in the context of roles that rely on specific application hubs for the majority of a day. The more time spent toggling between applications, the lower the productivity. That’s why I’m excited to share news of our latest integration update, built to bring out the best in two applications at the center of many critical business workflows.

We built RingCentral for Zendesk as a powerful tool for organizations that use Zendesk for customer service and support.

By integrating with critical business applications, RingCentral offers unique ways to tackle workplace app overload, creating the kind of experiences that keep knowledge workers focused on the task at hand.

RingCentral for Zendesk enables agents to make and receive calls directly from their Zendesk accounts, minimizing the time spent going back and forth between apps. Incoming calls automatically bring up matching customer records or create new Zendesk tickets, enabling agents to provide a faster, customized experience for all callers. With new, simple click-to-dial functionality, agents spend less time dialing phone numbers or correcting misdials, and more time servicing clients.

We’ve redesigned RingCentral for Zendesk to offer an improved user interface with many new features and benefits while also incorporating the most frequently asked for requests from active users.

This latest release also provides organizations with invaluable communications data and insight by better use of search, filters, and complete call history while allowing agents an easier and more flexible user experience.

Now agents are able to:

  • Choose which RingCentral device they’d like to use to make and receive calls
  • Set presence across their devices from within Zendesk
  • Focus on the most important tasks first with the option of logging new inbound calls while working on an existing ticket

Our customers report that the RingCentral for Zendesk integration has improved the productivity of their support teams, and we’re confident that our latest release will further empower help desk teams to get more work done faster while delivering more memorable customer experiences.

Get started with RingCentral for Zendesk today. Learn more .-https://www.ringcentral.com/apps/ringcentral-zendesk

About the author
Neha Chugh

Neha Chugh

Product Marketing Manager

Having previously marketed and sold on-premises ERP solutions and services, she appreciates everything ‘cloud’. Products are her passion and she is committed to helping organizations solve their business problems with RingCentral’s unique offerings and proposition.