I'm In Love With Zendesk's New Facebook Feature!

By Shawn Smith,

Published on Dec 15, 2011   —   1 min read

s some of you might be aware, I'm a huge fan of all things Zendesk. Why? Because they've managed to turn the nightmare of dealing with multiple support queries into something much more manageable for me and my team. There was a time when we were getting questions and comments from every end of the shop. Now, with Zendesk, it's all in one place. I can easily assign someone to handle support, and I don't need to spend a bunch of time training that person on where to find all of the support queries worth addressing. What a timesaver!

Now Zendesk has released a new feature that's got me very excited. It's a Facebook integration that turns questions and comments from your Facebook fan page into legitimate Zendesk support tickets. How do they do it? In a nutshell, when people use certain words and phrases, they're usually looking for support. Zendesk thoroughly searches through your Facebook page for these kinds of comments, and when it finds one, it creates a support ticket around it. That's one less rock you need to turn over to find customers who might need your help.

I shot off an email to Zendesk the other day, thanking them for the new feature, and they've responded by turning my words of praise into a testimonial for them. I couldn't be more thrilled to be supporting Zendesk! They've done a lot to make my businesses run more smoothly.

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