Zendesk
ICX
Lookup, to collect customerinfo from ICX-core
ICX Sidebar
Ticket Creation logging
Ticket Escalation to 2/3 3rd line
Ticket History for the Customer
Salesforce
Two way communication with ZD to escalate and getting feedback from 3rd line
Oneway escalation for handover of tickets beeing resloved by 2/3rd line in ZD ex. Antichurn/Movers
SLOG
Tickets Recites about returned/recived equipment
SAM
collects some Datapoints from ZD to show in SAM
Finn.no
Example of a external feed, in the form of f.i. Excel-sheet used to mass create tickets/leads for handling in ZD. Goes though a ticket creator (legacy)
Telia.no
Recites for orders/purchases done online
Orders to be handled upon (FWA orders)
Reports of failed online orders for correction
IVR
Tickets shopwing actions done thorugh IVR menues
Partner API
Two way interface for unintegrated partners to escalate and recive answers from Telia 3rd line
Get AD (for access control through F5)
GDPR module for detection and deletion of user upon expiery
Inc. Customer e-mail from Adhoc mails
Outgoing Customer email from tickets answerable
SMS Gateway
Customer SMS Codeword (inc)
Customer SMS answerable SMS
360 (technical ordering tool in ICX enviroment)
Ticket for each ordered job for the techs
Handling the cancellation of appointments before actual job start
Homesales/Homeservice
Installation Tickets equal to the ones from 360
Trouble Call tickets equal to the ones from 360
Contracts D2D via Sales
Contract created in external sales-system.
Sendt in and handled by Sales managers, which creates tickets and send them onwards to ZD handling (Installation/booking)