Zendesk

Description Fonctionnalités Autorisations Sécurité et conformité

Zendesk Support is a beautifully simple CX solution for creating personalized service experiences for customers. Slack simplifies communication for employees and customers while streamlining your workflows to keep your team coordinated and working faster. Together, the Slack for Zendesk Support app was designed to bring all of your customer support interactions into a single place and help make customer service a team sport.With message actions for creating tickets and adding comments, Slack for Zendesk Support empowers your agents to deliver an amazing customer experience - every time and even more efficiently.* Update teams in Slack on support activity in Zendesk with trigger-based notifications. Customize notification content and the conditions under which they’re sent so teams get the right updates at the right times.
* Get real-time notifications on new and updated tickets delivered to any Slack channel - to make sure the broader team is connected to important customer issues.
* Deploy Answer Bot in Slack to enable self service.
* Connect agents to experts with Side Conversations.
* Simplified installation for your entire Slack workspace.This app is free with any Zendesk account subscription. See here for more information on our subscription pricing.By enabling this app, You agree to the Built by Zendesk Terms of Use

Plus de manières d’utiliser Zendesk dans Slack

Automatiser avec le générateur de flux de travail

Le générateur de flux de travail* vous permet de transformer les processus quotidiens en automatisations, sans rédiger une seule ligne de code. Ajoutez des outils tiers comme Zendesk aux flux de travail pour gérer le travail et les processus dans Slack, et utilisez des modèles pour vous lancer rapidement. En savoir plus sur les automatisations

Modèles disponibles pour Zendesk :

Créer un ticket Zendesk à partir d’une réaction émoji - nouveau

Utilisez des réactions émoji pour que les messages Slack deviennent des tickets Zendesk

*Le générateur de flux de travail est disponible uniquement avec les forfaits payants

Autorisations

Zendesk pourra voir :

Zendesk pourra faire :

Prenez connaissance des informations sur les pratiques de sécurité de cette application. Si vous voulez en savoir plus sur l’évaluation des applications pour votre espace de travail, consultez notre centre d’assistance.

Général

Confidentialité et gouvernance des données

Règle de conservation des données

Data is retained in a valid state as long as the app remains installed in a Slack Workspace. When the app is uninstalled, we soft delete the record and it remains archived within our database.

Règles d’archivage et de suppression des données

In the event you would still like to have all your data completely removed, you can send an email to integrations@zendesk.com and we will manually delete all appropriate records. For Side Conversations, Zendesk admins are able to manually delete the thread within Zendesk at any time by following the guidelines outlined below: https://support.zendesk.com/hc/en-us/articles/360002115087-Using-Slack-in-side-conversations

Règle de stockage des données

All sensitive data (i.e. access tokens) remain encrypted at rest. No personally identifiable information is stored within our database and information is referenced and indexed using generated IDs such as Slack's user ID, team ID and Zendesk's account ID.

Site(s) de centre de données

États-Unis, Irlande, Allemagne, Japon, Australie

Détails sur l’hébergement des données

Zendesk is a fully AWS-deployed hosting model. We currently host Subscriber Service Data in the following AWS regions: - US East (Northern Virginia) - US East (Ohio) - US West (Oregon) - EEA (Ireland) - EEA (Frankfurt) - Asia-Pacific (Tokyo) - Asia-Pacific (Sydney) Please note that Zendesk only makes commitments on the Hosting location of Subscriber’s Service Data where Subscribers have purchased our Data Center Location Add-On (either a standalone purchase of the Data Center Location Add-On or where the Data Center Location Add-On is included within the purchased Service Plan). Please read the Regional Data Hosting Policy here to read about the exceptions to this commitment. To balance demand, improve performance, and provide the best service, we may move account data between regions without notice. If an account has purchased the Data Location Add-On, we will ensure that regional moves stay within the required country or legal boundaries. See more information about our data hosting here: https://support.zendesk.com/hc/en-us/articles/4408825765530-Data-Hosting-Locations-for-Your-Zendesk-Service-Data

Société chargée de l’hébergement des données

AWS

L’application/le service a des sous-processeurs

yes

Directives relatives aux sous-processeurs

https://support.zendesk.com/hc/en-us