If a support-related issue is tweeted or posted to your Facebook wall, your social media team may need to send it to your customer support team for help. It’s critical to get your customers’ online inquiries in the right hands to ensure quick response times. Sprout's helpdesk integration helps companies provide better social customer care and drive value across departments.
Sprout’s helpdesk integration solves support issues with a bidirectional communication model that enables teams to not only create, but also track and manage support issues all the way to resolution without leaving the Sprout dashboard. Sprout currently integrates with Zendesk or HubSpot Service Hub.
Note: Helpdesk Integration is available on Professional and Advanced plans. Only Account Owners or those with Manage Profiles and Permissions enabled can configure a helpdesk in Sprout. You must also be the Account Owner or Administrator in your helpdesk solution to connect the account to Sprout.
To connect a helpdesk, navigate Account & Settings > Settings > Integrations.
Click the Connect button for Zendesk or HubSpot and enter your account credentials.
Using Helpdesk Integration with Tasks
When you select Support Issue as the Task Type, you’ll have the option to automatically create a support ticket by selecting Create Helpdesk Ticket. All customer support ticket communications will be added as a comment in the task and in the helpdesk ticket, so it’s easy to coordinate between your customer support and social media teams to ensure everyone is on the same page.
1. Once you’ve identiﬁed a message in your inbox that needs to be followed up on, click on the bottom of the message to create a task.
2. Select Support Issue as the Task Type and select Create Helpdesk Ticket.
3. Assign the task to one of your team members in Sprout and leave pertinent Details for your helpdesk team member to reference.
Read more about Creating and Managing Tasks.