Reputation+
BrandBastion x Zendesk IntegrationTurn relevant social conversations into Zendesk tickets
BrandBastion identifies the comments, mentions, and DMs that need customer support and sends only those interactions to Zendesk. Your agents can manage each issue from their existing queue, while BrandBastion keeps the Zendesk ticket and social conversation connected.
Relevant case routing
Route the right social issues into Zendesk
Social channels generate thousands of interactions, but only a small percentage require support. BrandBastion identifies those conversations and automatically creates Zendesk tickets for the issues your agents need to handle.
- Escalate complaints, order issues, product questions, and support requests
- Exclude spam, reactions, and general social engagement
- Use BrandBastion tags and filters to control ticket creation
- Route different issue types through the appropriate support workflows
Connected customer records
Connect social users to Zendesk customers
Link social profiles to existing Zendesk users directly from BrandBastion, giving agents more customer context and ensuring future conversations remain connected to the correct record.
- Link social profiles to existing Zendesk users
- Create a new Zendesk user when no record exists
- Keep the customer and social conversation connected
- View relevant Zendesk ticket information in BrandBastion
Connected teams
Keep social and CX teams working in sync
BrandBastion connects the social conversation with the Zendesk ticket, so both teams have visibility into what is happening and can collaborate without losing context.
- Keep ticket status, priority, replies, and internal notes synchronized
- Give social teams visibility into CX progress from BrandBastion
- Let CX agents manage and reply to relevant conversations from Zendesk
- Ensure both teams are working from the same customer context
