Zendesk

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Intercultural Communication

door Paige Burns

Human Emotion

door Samuel Anderson-McCoy

Electronics

door Neo Meng Yang Gary

Unit_V2

door Javier Fuentes

Zendesk

Tech communication to Entreprenours

Tech communication to external

Contracts D2D via Sales

Sendt in and handled by Sales managers, which creates tickets and send them onwards to ZD handling (Installation/booking)

Contract created in external sales-system.

Homesales/Homeservice

Trouble Call tickets equal to the ones from 360

Installation Tickets equal to the ones from 360

360 (technical ordering tool in ICX enviroment)

Handling the cancellation of appointments before actual job start

Ticket for each ordered job for the techs

SMS Gateway

Customer SMS answerable SMS

Customer SMS Codeword (inc)

Outgoing Customer email from tickets answerable

Inc. Customer e-mail from Adhoc mails

GDPR module for detection and deletion of user upon expiery

Get AD (for access control through F5)

Partner API

Two way interface for unintegrated partners to escalate and recive answers from Telia 3rd line

IVR

Tickets shopwing actions done thorugh IVR menues

Telia.no

Reports of failed online orders for correction

Orders to be handled upon (FWA orders)

Recites for orders/purchases done online

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)

SAM

collects some Datapoints from ZD to show in SAM

SLOG

Tickets Recites about returned/recived equipment

Salesforce

Oneway escalation for handover of tickets beeing resloved by 2/3rd line in ZD ex. Antichurn/Movers

Two way communication with ZD to escalate and getting feedback from 3rd line

ICX Sidebar

Ticket History for the Customer

Ticket Escalation to 2/3 3rd line

Ticket Creation logging

ICX

Lookup, to collect customerinfo from ICX-core