Customers expect nothing short of a seamless support experience, no matter how they reach out.Meeting these high expectations goes beyond quick fixes; it requires creating a cohesive support ecosystem that assures customers they’re valued and understood at every touchpoint.Enter Higher Logic Vanilla’s Zendesk integration. This powerful solution brings together your online community and customer support channels, streamlining your processes and making sure your customers get the help they need, exactly when they need it.

CROSS-PLATFORM SEARCH AND HIGHER LOGIC VANILLA-ZENDESK SSO

Enhance your Higher Logic Vanilla community’s search capabilities by integrating content from one or more Zendesk Guides. Users can access information from both platforms in a single search, with results organized in separate tabs. Single sign-on (SSO) allows users to seamlessly navigate between community discussions and private Zendesk support tickets without needing separate logins or an Identity Provider (IdP).

COMMUNITY MANAGEMENT DASHBOARD & ONE-CLICK TICKET CREATION

Manage all community posts from a single, intuitive dashboard. Admins can assign posts to moderators or escalate them to Zendesk. Community members can also escalate their own posts to Zendesk after a configurable delay period. The dashboard allows you to track metrics such as case deflection rates, sentiment, and user activity to demonstrate the value of your community in reducing support costs and increasing customer satisfaction.

AUTOMATED ESCALATION WORKFLOWS

Automatically escalate posts to the community management dashboard or Zendesk based on specific criteria. Set triggers for posts based on user sentiment or posts containing certain keywords, lacking comments or activity for a defined period, or receiving a certain number of reports.

TWO-WAY PLATFORM SYNC

When a community post is escalated to Zendesk, its status can be monitored directly in the Higher Logic Vanilla community. Updates in Zendesk, such as an agent closing the ticket or marking it as in progress, are automatically reflected in the community. Community managers and support agents can stay on the same page without having to switch between different platforms.

POST-TO-ARTICLE CREATOR

Create draft articles in your Zendesk Guide right from a community post, using that post as the basis of the article. This simplifies the content creation process and gets helpful information published sooner.

AI-SUGGESTED ANSWERS

When a user posts a question in the community, the AI assistant searches through existing community discussions and the Zendesk knowledge base to find the most relevant answers while the user waits for a response from fellow members. If the user finds the suggested content helpful, they can accept it as the answer, making it visible to everyone who visits the discussion.