Integration: Zendesk and Freshdesk

The Hub has built-in task management. But what if you already use Zendesk or Freshdesk to manage customer support tickets? We have an integration that enables the creation of a ticket in your Zendesk or Freshdesk account in the name/email of the guest. This can be based on the visit or question score e.g. NPS detractor.

What are the benefits?

Integrate with your existing work flow

Where appropriate (based on pre-defined triggers) we can automate the creation of a Zendesk or Freshdesk customer service ticket in the guests name, using their email address  - this can be followed up by your customer service team directly from Zendesk or Freshdesk.

Rapid guest recovery

Things go wrong. It happens. But when a guest feels they have been listened to, and they receive a fast, effective response, then there’s a good chance of turning them into an advocate. Using Zendesk or Freshdesk with HGEM makes this easy.

Getting started

To get started you'll need to put us in touch with your account manager at Zendesk or Freshdesk. 

We can then be set up as an admin - which allows us to create tickets.

We can agree what information you'd like to include in the ticket - for responding to guests we recommend the visit date/time, visit ID (to view the feedback), NPS rating and comments.

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