Higher Logic Vanilla Announces Expanded Integrations with Zendesk to Enhance Customer-Centric Support Experience

Higher Logic, the leading community engagement company, announced enhanced integrations between Higher Logic Vanilla (Vanilla) and Zendesk, Inc. to deliver a more responsive and customer-centric support experience.

With these advanced integrations, Higher Logic Vanilla customers can streamline their support processes, resulting in faster issue resolution, improved escalation management, and reduced ticket volumes.

Key features of the integration include:

• Cross-platform search and SSO: Enhance the search capabilities in Vanilla communities by integrating content from one or more Zendesk Guides. Users can access relevant information from both platforms in one search, with results organized in separate tabs. The Zendesk-Vanilla Single Sign-On (SSO) enables seamless navigation between community discussions and private Zendesk support tickets.
• Community management dashboard and one-click ticket creation: Manage all community posts from a single dashboard. Admins can assign posts to moderators or escalate them to Zendesk with a single click.
• Automated escalation workflows: Automatically escalate posts to Zendesk based on specific criteria like keywords, inactivity, or user sentiment. Improve accuracy by combining sentiment analysis with keyword filtering to monitor the sentiment of specific keywords within posts.
• Post-to-article creator: Convert helpful community posts into Zendesk knowledge base articles.
• AI-suggested answers: Reduce support tickets with Vanilla’s AI assistant, which proactively suggests relevant content from community discussions and the Zendesk knowledge base. Users can accept these answers as solutions, making them visible to the entire community.
• Two-way sync: Monitor support ticket statuses across both platforms. Updates in Zendesk, such as ticket status changes, are automatically reflected in the Vanilla community. Zendesk agents can include #communityreply to respond to community posts directly from Zendesk.

Also Read: Salesforce Launches First Autonomous AI Agent to Transform Customer Service

“This integration gives our customers a real edge by streamlining support processes,” said Paul Schneider, Executive Vice President, Higher Logic Vanilla. “With features like automated escalation workflows and AI-suggested answers, issues get resolved faster and ticket volumes drop. This means companies can concentrate on growing while still delivering top-notch customer support.”

SOURCE: Businesswire