A ticket is created

Tickets in Zendesk can be created in several different ways such as through web forms or via emails. Sweo can respond to any of those tickets; you can also choose which ones Sweo should answer.

Your workflow

When a ticket gets assigned to Sweo, we're using the "Let Sweo answer" step, which is the point where Sweo will start responding to the ticket.

The experience

Description	Visual
Let's take an example of an customer who sends an email, which becomes a ticket in Zendesk.
Sweo responds directly to the customer via email, because that was the Zendesk channel that the ticket originated from. With the right training, Sweo should be able to resolve their query.

Sweo can't answer

When the customer isn't happy with Sweo's response, you can add the "Hand-off to Zendesk agent" step to your workflow.

The experience

Description	Visual
End-user experience The end user responds with "Ask a person", which triggers the "Hand-off to agent" step in your workflow. Note: The end user doesn't need to use the exact phrase here. Anything that matches the meaning will work.
End-user experience Sweo replies with whatever message you chose in your workflow, to let the customer know that they're being passed to an agent
Your team's experience In Zendesk, Sweo unassigns itself from the ticket, ready for your team to pick it up when they're ready. Sweo also adds a tag and marks the status of the ticket as open.
Agent experience Any collected/set data attributes or tags will be added to the ticket. These attributes are updated immediately with every update to the ticket. Learn more about populating data in Zendesk.
Agent experience An agent on your team picks up the ticket and responds
End-user experience The end-user receives responses in their email