Around 70% of all Zendesk tickets are relatively simple to automate using a voicebot, chatbot, or plug-in app. The other 30% – “complex” tickets – are those where agents need actions from multiple stakeholders and systems in order to reach a resolution.

Next Matter enables teams to solve complex, multi-stakeholder & multi-system tickets using automated workflows.

But how is Next Matter different from other Zendesk workflow apps?:

Next Matter workflows provide end-to-end resolution for tickets that require actions to be taken in different systems and carried out by different stakeholders – e.g., support managers, finance teams, logistics, suppliers, or customers themselves.

What’s more, Next Matter’s sidebar app enables support agents to trigger, track, and resolve workflows without leaving Zendesk, while resolution and systems tasks are completed in parallel, step-by-step, until the ticket is resolved. 

How to tackle complex tickets in 3 easy steps

Step 1 – Trigger Workflows:  Inbound requests are either matched by Zendesk AI to the corresponding resolution workflows, or the agent clicks in the sidebar to trigger them. All people and system actions to resolve each ticket are now queued up automatically.

Step 2 – Action Tasks: Custom notifications alert users to take action! Users – whether customers, teams, or managers – get clear instructions and a smooth app interface to complete tasks.

Step 3 – Track & Resolve Tickets: Service teams track workflows in the sidebar app, and keep customers informed by automating status updates as part of the flow. Once complete, tickets are updated and closed automatically!   

Everything you need to deal with complex tickets

• Design workflows for any complexity – With Next Matter’s Builder Toolbox you can design workflows for complex support tickets step-by-step, integrate your tools and databases, automate manual tasks & coordination, and create smooth end user apps & portals. It’s fully customizable to your brand and business logic.
• Built-in SLAs, customer experience, and compliance – Automate SLAs by assigning granular deadlines, and stay on top of workflows in the Manager Dashboard. Add notifications to keep customers informed, and personalize their experience of your services. All workflow changes are logged and timestamped, and you’ll protect your customers' data end-to-end: Next Matter is a SOC II Type 2 certified solution with cloud hosting on secure, EU-based servers.
• Do it all right in Zendesk – The Next Matter sidebar app for Zendesk enables service teams to work where they do work every day. As a Zendesk service organization, your teams can trigger, action, track, and resolve Next Matter workflows directly from the sidebar app. No need to switch screens or onboard with another system. 

Featured Use Case: Know Your Customer (KYC & KYB)

A solid example of complex workflows in action is for KYC & KYB due diligence processes in financial services.

This workflow eliminates rounds of manual back-and-forth with the customer, automates database cross-checks, and captures reviews and approvals. It’s fully compliant and audit-ready, and it saves time for support teams and analysts, while keeping customers informed at every step.Here’s a short list of the automations featured in this workflow:

• Automatic cross-checking of customer applications with financial databases
• Conditional flagging, escalation, and triage to appropriate team or analyst
• Automatic email generation & correspondence with customer
• Secure customer portal to add supporting documentation (e.g. proof of wealth)
• Review and approval task for AFC Compliance manager
• Every step of the workflow logged, timestamped, and ready for audit

Why use Next Matter for handling complex support tickets?

There are many Zendesk marketplace solutions for simple automation and approvals, but typically, resolution workflows get increasingly complex as businesses scale. This is especially true in regulated financial services and retail & consumer goods industries, where multiple customer channels are involved.In these complex workflow scenarios, Next Matter truly shines with its ability to integrate with each of your systems and orchestrate resolution activities across multiple teams, enabling:

• Support teams to focus on serving customers, while resolution activities run in parallel
• Managers to remove the guesswork from complex resolutions and standardize SOPs
• Service orgs to benchmark performance and reinforce SLAs
• Teams to eliminate double work, manual coordination, and inbox overflow

Best of all, you don’t have to do it alone. The team behind Next Matter are automation and service experts, who live and breathe customer service every single day. They make it incredibly easy for you to get started.

Book an expert call with them and get your first workflow set up free.