Introducing Zendesk
Our New Customer Support Platform 🚀
We’re excited to share that from Monday 28th October 2024, we will officially be transitioning to Zendesk — our new and enhanced customer service platform designed to elevate your support experience.
Over the past six months, we have partnered with AdvoCX (a leading third-party implementation specialist), to design a more efficient, user-friendly, and responsive service to give you greater control and visibility over your support experience – replacing our existing OS Ticket Helpdesk Solution.
By incorporating valuable insights from our Customer Experience Survey and gathering direct feedback through pilot testing with several SUMS users, we’ve tailored the Zendesk platform to deliver a more seamless and personalised support experience.
Here’s what you can expect from Zendesk
Enhanced Support Forms for Streamlined Requests
Submitting requests just got easier with our new Request Forms. These customised forms collect all the necessary information upfront, ensuring our team can resolve your issue promptly with minimal back-and-forth.
Support at Lightning Speed
With enhanced ticket management and advanced automation, Zendesk allows us to respond to your enquiry more efficiently than ever, ensuring your support request is addressed quickly and effectively. You’ll experience shorter wait times, receive real-time updates, and faster resolutions, so you can get back to what matters most!
Transparency and Tracking – Full Visibility on Your Requests
Tired of wondering about the status of your support tickets? Zendesk makes it easy to track the progress of your requests in real-time. You’ll be able to see exactly where things stand, who is working on your query, and how long it’s expected to take — no more guesswork!
Tailored, Personalised Support
Zendesk allows us to keep a history of your interactions, ensuring that we can provide more personalised assistance based on your specific needs. Our Customer Experience Team will know your preferences, making the process quicker and more effective.
Mobile-Friendly Access
Whether you're on desktop or mobile, Zendesk ensures a seamless experience. You can access the ‘Submit a Request’ Form and track tickets, at any time.
Feedback-Driven Improvements
Zendesk enables us to gather feedback directly from you after each interaction, allowing us to continuously improve our service and better understand your needs.
Feature Requests
Whether it’s a small tweak that could enhance your experience or a ground-breaking new feature, through Zendesk, you will be able to share your thoughts and ideas for improvements you’d like to see within SUMS (replacing the existing Development Request Form).
Your suggestions will allow us to prioritise our development efforts ensuring that we continually deliver a product which reflects the direct needs of our community. You will be able to submit suggestions, browse suggestions from 'other' Students Unions and track their progress to from design to deployment.
How to get Started
On Monday, October 28th, 2024, we’ll officially transition to Zendesk as our customer support platform.
For the moment, you can continue reaching out to us as usual. From Monday, all support requests will need to be submitted through Zendesk rather than via email.
To submit a request, simply use the specially designed Support Request Form.
After submitting your first support ticket, you'll receive a verification email prompting you to create an account. Once your account is set up, you'll be able to track and manage all your support tickets through the Zendesk Customer Portal.
What about Historical/On-Going Support Tickets?
All previous support tickets (submitted through our old system - OS Ticket Helpdesk Solution) will still be available for reference. While they won’t be visible in Zendesk, our support team will retain full access to them, so you can rest assured that ongoing issues or past inquiries will continue to be handled smoothly.
The help@sums.su email will continue to be monitored during the transition period; however, our goal is to phase out this communication channel by early 2025.
Upcoming Enhancements and Innovations
Looking ahead to 2025, we're looking forward to introducing several new features in Zendesk that will further enhance your support experience.
Multiple Communication Channels – Your Choice, Your Way
Whether you prefer email, live chat, or virtual drop ins, Zendesk will bring all communication into one centralised system. This upgrade will provide you with a seamless and unified experience, making it easier than ever to connect with our Customer Experience Team, whenever and however you prefer.
Self-Service Portal – Instant Solutions at Your Fingertips
We understand that sometimes you need quick answers.
We're reimagining the way we deliver our existing Support Guides/Materials; introducing a self-service portal within Zendesk - stocked with an extensive, searchable knowledge base, FAQs, and guides and tutorials that will be available 24/7. You can troubleshoot common issues without needing to wait for a response.
⭐ We're Here to Help ⭐
To ensure a smooth and seamless transition to Zendesk, our Customer Experience Team is available to assist you with any questions or concerns both before and during the transition period.
Our goal is to make your interactions with us as effortless and hassle-free as possible, and we’re excited for you to experience these enhancements, which will be a key step in achieving that.
If you have any questions, please do not hesitate to contact us at help@sums.su and we would be happy to assist you.