Use cases for the Deeplinks Plus app

Use Cases

Oftentimes, customer support agents need additional information to resolve Zendesk tickets efficiently. This usually involves numerous manual tasks, such as searching the web, navigating to your CRM system, ERP system, or webshop. The Deeplinks Plus app streamlines this process by enabling direct access to external sources like ERP/CRM systems, online shops, or websites, directly from within the Zendesk ticket.

Quick access to external tools, like a CRM or ERP

A key use case for the DeepLink App is launching external tools like CRMs or ERPs directly from Zendesk tickets. For example, agents can open a customer profile in the CRM using the customer ID stored in a user field, or access order details in an ERP using the order ID from a custom ticket field. This eliminates the need for manual searches or data entry.

Contextual search across systems

The app also supports dynamic search queries. For instance, it can trigger a search in tools like HubSpot using the requester’s email address, making it easy to locate related data without leaving the ticket view
For example:
https://app.hubspot.com/reports-dashboard/UNIQUEID/sales?globalSearchQuery={{requester.email}} 

Flexible link types for daily workflows

In addition to data-driven links, the Deeplinks app allows for static links to frequently used resources, like a shared Google Sheet, a survey form, or a dashboard. Whether opening a webshop page with a product ID or accessing a survey form to collect additional data, agents can customize links to fit their needs.

Industry use cases

The Deeplinks App is used across a variety of industries where fast, integrated access to external systems is essential:

• Manufacturing: Accessing ERP systems for order management

• Travel and Transportation: Managing bookings and customer data

• Energy, Utilities, and Education: Navigating specialized platforms

• Financial Services and FinTech: Secure, real-time data retrieval in fast-paced environments