Using Support for your Business-to-Consumer (B2C) business

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<p class="p" dir="ltr">Mega Pets is an online pet supply retail website that sells pet-related items
to consumers.</p>
<p class="p" dir="ltr">Robin ordered an XL dog kennel for their Swiss Mountain Dog from Mega Pets.
When it arrived at their home in San Francisco, it was an XS (better for a Yorkie). </p>
<p class="p" dir="ltr">They needs to contact a customer service representative who can help arrange a
return and expedite a replacement.</p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="segmented_content_B2C__ul_ewd_t5z_hlb">
<li class="li"><a class="xref" href="#topic_afj_j5z_hlb">How can views help my B2C business?</a></li>
<li class="li"><a class="xref" href="#topic_hqz_k5z_hlb">How can organizations and groups help my B2C business?</a></li>
<li class="li"><a class="xref" href="#topic_ib1_l5z_hlb">How can ticket fields help my B2C business?</a></li>
<li class="li"><a class="xref" href="#topic_fdw_d21_3lb">How can business rules help my B2C business?</a></li>
<li class="li"><a class="xref" href="#topic_n5w_d21_3lb">How can macros help my B2C business?</a></li>
<li class="li"><a class="xref" href="#topic_zln_r21_3lb">How can a help center help my B2C business?</a></li>
<li class="li"><a class="xref" href="#topic_op5_v21_3lb">How can apps and integrations help my B2C business?</a></li>
<li class="li"><a class="xref" href="#topic_dql_nf1_3lb">How can Web Widget (Classic) help my B2C business?</a></li>
<li class="li"><a class="xref" href="#topic_egx_jcj_nlb">How can support addresses help my B2C business?</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_afj_j5z_hlb">
<h2 class="title topictitle2" id="ariaid-title2">How can views help my B2C business?</h2>
<div class="body">
<p class="p" dir="ltr">Views are a way to organize your tickets by grouping them into lists based
on certain criteria. Using views can help you determine which tickets need attention
from you or your team and plan accordingly. </p>
<p class="p" dir="ltr">As a business dealing largely with consumers, you probably have a large
number of tickets that deal with specific customer issues or actions, such as
returns, online orders, and customer complaints. You can organize tickets according
to these common customer needs. </p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_fwm_swz_hlb">
<h3 class="title topictitle3" id="ariaid-title3">Example</h3>
<div class="body">
<p class="p" dir="ltr">Let’s take a look at an example.</p>
<p class="p" dir="ltr">When a customer submits a ticket, you can configure a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">custom field</a> named “Type of product issue” so that
they can choose the reason for the ticket, in this case “Product returns”. A
trigger automatically assigned these tickets to the “Product returns” group. You
can create a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">view</a> to help you see only these requests.</p>
<p class="p" dir="ltr">Here’s a simple example:</p>
<p class="p" dir="ltr"><img class="image img-screenshot" height="193" id="topic_fwm_swz_hlb__image_tj4_kzz_hlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Views_b2c_1.png"></p>
<p class="p" dir="ltr">In this example, the view is configured to display only tickets with
the type of product issue “Product returns” that are in the group “Product
returns”. You can configure the information that the view displays by choosing
the columns you want. Additionally, you can configure which of your agents can
see the view in their Support console. Here’s an example:</p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_fwm_swz_hlb__image_uj4_kzz_hlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Views_b2c_2.png"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_opg_twz_hlb">
<h3 class="title topictitle3" id="ariaid-title4">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_opg_twz_hlb__ul_bld_lzz_hlb">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Creating views to manage ticket
workflow</a>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_hqz_k5z_hlb">
<h2 class="title topictitle2" id="ariaid-title5">How can organizations and groups help my B2C business?</h2>
<div class="body">
<p class="p" dir="ltr">Organizations are collections of your users (both end users and agents).
Groups collect agents together based on criteria those agents have in common.</p>
<p class="p" dir="ltr">As a B2C business, you will probably use organizations and groups to
organize the people in your Zendesk Support account. </p>
<p class="p" dir="ltr">Organizations and groups are often used to:</p>
<ul class="ul" id="topic_hqz_k5z_hlb__ul_g14_b11_3lb">
<li class="li" dir="ltr">Escalate tickets based on complexity </li>
<li class="li" dir="ltr">Support service-level agreements </li>
<li class="li" dir="ltr">Provide support by expertise </li>
<li class="li" dir="ltr">Support customers by location and language </li>
</ul>
<p class="p" dir="ltr">You may also want to use organizations to tightly manage your workflow and
create security boundaries by funneling tickets directly to agents who have
restricted access.</p>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_h4c_vwz_hlb">
<h3 class="title topictitle3" id="ariaid-title6">Example</h3>
<div class="body">
<p class="p" dir="ltr">Let’s say you are Mega Pets, an online retailer that sells pet supplies
directly to consumers. </p>
<p class="p" dir="ltr">You may not use organizations much since your customers have different
spending patterns and motivations. However, you may want to create groups based
on departments or divisions in your company (for example, Legal, Marketing,
Sales, Shipping, Returns, and Website). You can add “actions” based on groups to
triggers, automations, and macros, but not views.</p>
<p class="p"><img class="image img-screenshot" id="topic_h4c_vwz_hlb__image_qbm_gkx_mlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_people_groups2.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_a4c_vwz_hlb">
<h3 class="title topictitle3" id="ariaid-title7">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_a4c_vwz_hlb__ul_vhj_d11_3lb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank">About organizations and
groups</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822236058" target="_blank">About triggers and how they
work</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832701850" target="_blank">About automations and how they
work</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887656602" target="_blank">Using macros to update
tickets</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Creating views to manage ticket
workflow</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_ib1_l5z_hlb">
<h2 class="title topictitle2" id="ariaid-title8">How can ticket fields help my B2C business?</h2>
<div class="body">
<p class="p" dir="ltr">Ticket fields include data that agents need in order to solve a problem. In
order to use ticket fields effectively, it’s important to learn about the different
types of ticket fields—there are system fields and custom ticket fields. Also, make
sure you understand what kinds of permissions you can set on a ticket field, the
relationship between ticket fields and ticket forms, and where ticket fields will
appear for your agents and end users.</p>
<p class="p" dir="ltr">Ticket fields and ticket forms are highly customizable. It’s worth spending
some time to figure out how to use them in a way that works best for you. This often
reduces resolution times and improves customer satisfaction.</p>
<p class="p" dir="ltr">As a B2C business, when you get a request, you want to know certain
information right away. You don’t want to have to go back to the customer and ask
for more information. That takes time and can slow down resolution.</p>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_jwf_vwz_hlb">
<h3 class="title topictitle3" id="ariaid-title9">Example</h3>
<div class="body">
<p class="p" dir="ltr">Let’s say you are Mega Pets, an online retailer that sells pet supplies
directly to consumers. </p>
<p class="p" dir="ltr">You have a custom ticket field called “Inquiry type.” It’s a drop-down
list that includes options for <strong class="ph b">Billing</strong>, <strong class="ph b">Returns</strong>, <strong class="ph b">Exchanges</strong>,
and <strong class="ph b">General questions</strong>. It’s part of your default ticket form. </p>
<p class="p" dir="ltr">Here’s what your customer sees when they go to submit a request:</p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_jwf_vwz_hlb__image_gp5_sbr_llb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_dropdown_ex.png" width="300"></p>
<p class="p" dir="ltr">You also have a trigger that automatically routes tickets to agents in
the Returns group. </p>
<p class="p" dir="ltr">When a customer submits a support request for a return, the ticket is
immediately assigned to the Returns group, and can be processed quickly.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_dwf_vwz_hlb">
<h3 class="title topictitle3" id="ariaid-title10">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_dwf_vwz_hlb__ul_hym_b21_3lb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098" target="_blank">About ticket fields</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">Adding custom fields to your tickets and
support request form</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_fdw_d21_3lb">
<h2 class="title topictitle2" id="ariaid-title11">How can business rules help my B2C business?</h2>
<div class="body">
<p class="p" dir="ltr">You can create triggers and automations to intelligently process tickets,
reduce redundant work, and save agents' time. Triggers are <strong class="ph b">event-based</strong>
business rules you define that run immediately after tickets are created or updated.
Automations are <strong class="ph b">time-based</strong> business rules that perform an action in your
account based on time elapsed. </p>
<p class="p" dir="ltr">Common uses of triggers and automations include:</p>
<ul class="ul" id="topic_fdw_d21_3lb__ul_enx_j21_3lb">
<li class="li" dir="ltr"> Routing new requests to the right team </li>
<li class="li" dir="ltr"> Sending notifications to customers or agents </li>
<li class="li" dir="ltr"> Escalating tickets in need of a response </li>
</ul>
<p class="p" dir="ltr">By automating stages throughout the ticket lifecycle, you can decrease
ticket handling times and reduce the number of reassignments from one agent to the
next. This ultimately helps you deliver a better experience for both your customers
and agents. Your agents now spend their time helping customers instead of performing
repetitive tasks.</p>
<p class="p" dir="ltr">As a B2C business, business rules can help you by automatically replying to
customers when their request is received or when their request is updated, notifying
customers about your standard operating hours (business hours), and helping you
remind customers when they don’t reply to agent requests for more information.</p>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_gdw_d21_3lb">
<h3 class="title topictitle3" id="ariaid-title12">Trigger example</h3>
<div class="body">
<p class="p">For example, this trigger automatically sends customers an email when they
request a refund and lets them know how long it will take to get their refund.
The trigger also automatically routes the ticket to agents in the Returns group
so they can process it quickly. </p>
<p class="p"><img class="image img-screenshot" id="topic_gdw_d21_3lb__image_h2p_x11_3lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_trigger_conditions.png" width="600"><img class="image img-screenshot" id="topic_gdw_d21_3lb__image_i2p_x11_3lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_trigger_actions.png" width="624"></p>
<p class="p" dir="ltr">Here’s what the email received by the customer looks like:</p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_gdw_d21_3lb__image_qzt_n4b_nlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_trigger_email.png" width="624"></p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_tpf_m21_3lb">
<h3 class="title topictitle3" id="ariaid-title13">Automation example</h3>
<div class="body">
<p class="p" dir="ltr">In this example, the automation automatically increases a ticket’s
priority to Urgent if the refund hasn’t been processed in over two days. It also
warns the Returns agents that the three-day refund window is at risk. </p>
<p class="p"><img class="image img-screenshot" id="topic_tpf_m21_3lb__image_wdl_w4b_nlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_automation_conditions.png" width="600"></p>
<p class="p"><img class="image img-screenshot" id="topic_tpf_m21_3lb__image_i1v_s2x_mlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_automation_actions.png" width="600"></p>
<p class="p" dir="ltr">Here’s what the email received by agents in the Returns group looks
like:</p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_tpf_m21_3lb__image_hk4_1pb_nlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_automation_email.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_hdw_d21_3lb">
<h3 class="title topictitle3" id="ariaid-title14">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_hdw_d21_3lb__ul_w2n_p21_3lb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822236058" target="_blank">About triggers and how they
work</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832701850" target="_blank">About automations and how they
work</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831658650" target="_blank">Routing and automation options for
incoming tickets</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested1" id="topic_n5w_d21_3lb">
<h2 class="title topictitle2" id="ariaid-title15">How can macros help my B2C business?</h2>
<div class="body">
<p class="p" dir="ltr">Macros are a pre-defined set of actions that agents apply to a ticket with
one click. You can create macros to address support requests that can be answered
with a single, standard response, and embed macros within tickets to help agents
quickly provide consistent responses. This saves your agents the time and effort of
crafting a separate response to each customer with the same issue. </p>
<p class="p" dir="ltr"><strong class="ph b">Macros can:</strong></p>
<ul class="ul" id="topic_n5w_d21_3lb__ul_yxt_s21_3lb">
<li class="li" dir="ltr">Add comment text </li>
<li class="li" dir="ltr">Update ticket fields (drop-down and checkboxes) </li>
<li class="li" dir="ltr">Add or remove ticket tags </li>
<li class="li" dir="ltr">Add CCs </li>
<li class="li" dir="ltr">Change the assignee </li>
<li class="li" dir="ltr">Set the ticket subject (title) </li>
<li class="li" dir="ltr">Add attachments to ticket comments </li>
</ul>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_o5w_d21_3lb">
<h3 class="title topictitle3" id="ariaid-title16">Example</h3>
<div class="body">
<p class="p" dir="ltr">In this example, agents in the Returns group can apply a Wrong item
shipped macro to a ticket. When a Returns agent sees a ticket that mentions a
shipping mistake, the agent can open the ticket and apply this macro. This macro
adds an internal, private comment to the ticket that notifies the Shipping
department about the mistake. When Shipping sees this comment, they can check
their inventory and look for mistakes in their order processing flow. The macro
also adds a <code class="ph codeph">wrong_item_shipped</code> tag to the ticket. The Shipping
department can use this tag to generate reports on how many items were wrongly
shipped over a given period of time.</p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_o5w_d21_3lb__image_kdk_5jx_mlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_macro.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested2" id="topic_p5w_d21_3lb">
<h3 class="title topictitle3" id="ariaid-title17">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_p5w_d21_3lb__ul_nrp_521_3lb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034" target="_blank">Creating macros</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887656602" target="_blank">Using macros to update
tickets</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824631578" target="_blank">Macros resources</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested1" id="topic_zln_r21_3lb">
<h2 class="title topictitle2" id="ariaid-title18">How can a help center help my B2C business?</h2>
<div class="body">
<p class="p" dir="ltr">A <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674" target="_blank"><u class="ph u">help center</u></a> provides a smart
knowledge base for better self-service. You can set up your knowledge base to
contain information (articles) covering frequently-asked questions, policies,
product details, and more, to help users find the information they need, without
having to raise a support ticket.</p>
<p class="p" dir="ltr">As a B2C business, you can create FAQs or What’s New topics, for example,
that contain articles about return and shipping policies, sizing guides, and any
type of information you want to present to help answer common customer questions.
</p>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested2" id="topic_amn_r21_3lb">
<h3 class="title topictitle3" id="ariaid-title19">Example</h3>
<div class="body">
<p class="p" dir="ltr">As a real-life example, <a class="xref" href="https://help.magnolia.com/hc/en-us" target="_blank">Magnolia Market</a> has a beautiful help
center, displaying topics with the most commonly-asked questions, and a
prominent search bar.</p>
<p class="p" dir="ltr"><img class="image img-screenshot" height="360" id="topic_amn_r21_3lb__image_ltb_cc1_3lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_hc_customer_site.png" width="624"></p>
<p class="p" dir="ltr">To create your own help center, you’ll need to first <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674#topic_ndf_fpf_mk" target="_blank">enable your help center in setup mode</a>,
then create and add content before you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674#topic_ckn_wc4_qy" target="_blank"><u class="ph u">activate it</u></a>.</p>
<p class="p" dir="ltr">You can start small with just a few articles that answer your
customer’s most commonly-asked questions. For example, you could write an
article explaining the returns policy, your store opening hours, or shipping
prices. The more articles you write, the more your Support agents can
concentrate on answering the tricky questions and problems. You need to be a
Knowledge admin or an agent with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827952538" target="_blank">management permissions</a> to create an
article.</p>
<p class="p" dir="ltr">If you create an article describing how customers can initiate a
return, then Robin could search and find this information without even having to
raise a ticket. You can add labels like <strong class="ph b">returns</strong> and <strong class="ph b">policy</strong> to the
article to boost it in search results (labels are not available on Suite
Team).</p>
<p class="p">Your article might look like this in draft format:</p>
<p class="p"><img class="image img-screenshot" id="topic_amn_r21_3lb__image_i5p_sfx_mlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_hc_draft_article.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title20" class="topic nested2" id="topic_bmn_r21_3lb">
<h3 class="title topictitle3" id="ariaid-title20">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_bmn_r21_3lb__ul_ilj_cf1_3lb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674" target="_blank">Getting started with your help center</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839258778" target="_blank">Creating and editing an
article</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title21" class="topic nested1" id="topic_op5_v21_3lb">
<h2 class="title topictitle2" id="ariaid-title21">How can apps and integrations help my B2C business?</h2>
<div class="body">
<p class="p" dir="ltr">B2C companies are using a variety of apps in the <a class="xref" href="https://www.zendesk.com/apps/" target="_blank"><u class="ph u">Zendesk
Marketplace</u></a> and integrations to customize their platform or
solution. Here are a few apps which can support your B2C business.</p>
</div>
<div aria-labelledby="ariaid-title22" class="topic nested2" id="topic_pp5_v21_3lb">
<h3 class="title topictitle3" id="ariaid-title22">Shopify for Zendesk app</h3>
<div class="body">
<p class="p" dir="ltr">For businesses that use the Shopify ecommerce platform, the <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/49617/out-of-office/" target="_blank"><u class="ph u">Shopify for Zendesk app</u></a>
connects Support or Chat to your Shopify site. </p>
<p class="p" dir="ltr">In the following example, the app displays the Robin’s Shopify order
associated with the Support ticket. This reduces context-switching for the
support agent, and improves productivity by enabling customer details to be
displayed. </p>
<p class="p"><img class="image img-screenshot" id="topic_pp5_v21_3lb__image_efj_vqb_nlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_shopify.png" width="600"></p>
<p class="p" dir="ltr">For more information about the app, see the <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/4405298867482-Shopify-integration" target="_blank">Shopify integration</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title23" class="topic nested2" id="topic_qp5_v21_3lb">
<h3 class="title topictitle3" id="ariaid-title23">Five Most Recent app</h3>
<div class="body">
<p class="p" dir="ltr">The <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/6848/five-most-recent" target="_blank">Five Most Recent app</a> displays the five
most recent tickets the customer has submitted, so an agent has more context
around past support requests made by a customer.</p>
<p class="p" dir="ltr">In this example, the support agent can see in the ticket editor
previous tickets for MegaPets' customer Robin. </p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_qp5_v21_3lb__image_am3_drb_nlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_fivemostrecent.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title24" class="topic nested2" id="topic_j4j_3f1_3lb">
<h3 class="title topictitle3" id="ariaid-title24">Out of Office app</h3>
<div class="body">
<p class="p" dir="ltr">The <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/49617/out-of-office/" target="_blank"><u class="ph u">Out of Office app</u></a> helps your
business with customer support by managing the availability of agents in
Support. It updates all pending, on-hold, solved, and open tickets with a tag
when an agent is unavailable. This allows business rules to be created which
acts on ticket updates when an agent is unavailable. The app installs a default
rule which unassigns tickets which have unavailable assignees when the ticket
status is "open". The app can also prevent manual assignment of tickets to an
unavailable agent.</p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_j4j_3f1_3lb__image_amy_2rb_nlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_outofoffice.png" width="600"></p>
<p class="p" dir="ltr">To learn more about the app, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828358682" target="_blank"><u class="ph u">Installing and using the Out of Office v2
app</u></a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title25" class="topic nested1" id="topic_dql_nf1_3lb">
<h2 class="title topictitle2" id="ariaid-title25">How can Web Widget (Classic) help my B2C business?</h2>
<div class="body">
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833907354" target="_blank"><u class="ph u">Web Widget (Classic)</u></a> is a separate
web application that is embedded in a web page. It gives customers access to your
help center and the agents in your Zendesk support channels. </p>
<p class="p" dir="ltr">By embedding Web Widget (Classic) in your website, it encourages customers
to self-serve by searching for help center articles and the widget providing article
suggestions. It can also make it easier to get help from an agent by displaying
ticket forms for support requests, request a call back, and start a chat. </p>
<p class="p" dir="ltr">Using the <a class="xref" href="https://developer.zendesk.com/embeddables/docs/widget/introduction" target="_blank"><u class="ph u">Web Widget APIs</u></a>, you can perform a
variety of advanced customizations to widget to suit your business. For example, you
can choose which channels you would like to show on a particular web page, or modify
the widget launcher style and position to suit your website.</p>
</div>
<div aria-labelledby="ariaid-title26" class="topic nested2" id="topic_vz5_nf1_3lb">
<h3 class="title topictitle3" id="ariaid-title26">Example</h3>
<div class="body">
<p class="p" dir="ltr">Web Widget (Classic) can be configured in your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838063258" target="_blank"><u class="ph u">Support Admin</u></a>. </p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_vz5_nf1_3lb__image_zjp_vc1_3lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_webwidget.png" width="425"></p>
<p class="p" dir="ltr">Zendesk also provides <a class="xref" href="https://developer.zendesk.com/embeddables/docs/widget/introduction" target="_blank"><u class="ph u">Web Widget APIs</u></a> to extensively
configure and customize the widget to suit your requirements. In this example,
on the product returns web page, all channels globally enabled in the Web Widget
(Classic) are suppressed except for the ticket form. This is configured using
the <a class="xref" href="https://developer.zendesk.com/embeddables/docs/widget/settings#suppress" target="_blank"><u class="ph u">suppress API</u></a> to suppress all
the channels which are not needed. The script along with the widget snippet is
added to the product returns source page.</p>
<pre class="pre codeblock"><code>&lt;script type="text/javascript"&gt;
window.zESettings = {
webWidget: {
chat: {
suppress: true
},
contactForm: {
suppress: false
},
helpCenter: {
suppress: true
},
talk: {
suppress: true
},
answerBot: {
suppress: true
}
}
};
&lt;/script&gt;

&lt;!-- Start of {your_subdomain} Zendesk Widget script --&gt;

&lt;script id="ze-snippet"
src="https://static.zdassets.com/ekr/snippet.js?key={your_widget_snippet_key}"&gt; &lt;/script&gt;

&lt;!-- End of YOUR_DOMAIN Zendesk Widget script --&gt;</code></pre>
<p class="p"><img class="image img-screenshot" id="topic_vz5_nf1_3lb__image_j4l_lrb_nlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2c_webwidget_suppress.png" width="300"></p>
</div>
</div>
<div aria-labelledby="ariaid-title27" class="topic nested2" id="topic_zrv_nf1_3lb">
<h3 class="title topictitle3" id="ariaid-title27">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_zrv_nf1_3lb__ul_jfk_sf1_3lb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844047898" target="_blank"><u class="ph u">Providing omnichannel support using
Web Widget (Classic) for the Suite</u></a>
</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833907354" target="_blank"><u class="ph u">Web Widget (Classic)
resources</u></a>
</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836216218" target="_blank"><u class="ph u">Using Web Widget (Classic) to embed
customer service in your website</u></a>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title28" class="topic nested1" id="topic_egx_jcj_nlb">
<h2 class="title topictitle2" id="ariaid-title28">How can support addresses help my B2C business?</h2>
<div class="body">
<p class="p" dir="ltr">Support addresses are email addresses that allow your users to submit
support tickets. Support addresses can be variations of your Zendesk email address,
or your external email addresses. Any email address you want to use to receive
support request as tickets (whether it's a Zendesk address or an external address)
must be added to your Zendesk as a support address.</p>
<p class="p" dir="ltr">By creating multiple support addresses, a B2C company can route support
tickets directly to agents, or groups of agents, who are trained to handle the issue
at hand. Support addresses can be based on task or department (Billing or Returns,
for example., location (such as city, time zone, or region), or language -- really,
anything that works for your business.</p>
<p class="p" dir="ltr">You can create as many support email addresses as your business needs. They
can be used throughout your Zendesk to help you organize and direct your support
requests to your agents:</p>
<ul class="ul" id="topic_egx_jcj_nlb__ul_fgx_jcj_nlb">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Create views</a> that organize tickets
based on which address received them. </li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886168090" target="_blank">Customize email notifications</a> for each
email address, to automatically reply to incoming requests. </li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Build triggers</a>, using email addresses
as a condition. For example, you can add tags or priority levels to tickets, or
assign them to specific groups or agents, based on which email address received
them. </li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">Create reports</a> to monitor how many
tickets are generated through email addresses, and write custom formulas to
break down how each address is performing. </li>
</ul>
</div>
<div aria-labelledby="ariaid-title29" class="topic nested2" id="topic_ggx_jcj_nlb">
<h3 class="title topictitle3" id="ariaid-title29">Example</h3>
<div class="body">
<p class="p" dir="ltr">Here’s how having an issue-specific support address might work for your
customer:</p>
<p class="p" dir="ltr">Robin goes to the Mega Pets website and clicks the “Contact Us” link.
On the web page, they see a list of potential reasons for contacting Mega Pets,
each with a different email address associated with it:</p>
<p class="p" dir="ltr">Billing problem? Contact <a class="xref" href="mailto:billing@megacomputersinc.com" target="_blank"><u class="ph u">billing@megapetsinc.com</u></a></p>
<p class="p" dir="ltr">Need to return something? Contact <a class="xref" href="mailto:returns@megacomputersinc.com" target="_blank"><u class="ph u">returns@megapetssinc.com</u></a></p>
<p class="p" dir="ltr">Something else you want help with? Contact <a class="xref" href="mailto:other@megacomputersinc.com" target="_blank"><u class="ph u">support@megapetssinc.com</u></a></p>
<p class="p" dir="ltr">Robin clicks <a class="xref" href="mailto:returns@megacomputersinc.com" target="_blank"><u class="ph u">returns@megapetsinc.com</u></a>, fills
out the support form, and clicks <strong class="ph b">submit</strong>. All tickets sent through that
email address are routed to a view monitored by the returns department, and they
are contacted by an agent who helps them repackage the tiny crate for return and
expedites the delivery of a replacement.</p>
</div>
</div>
<div aria-labelledby="ariaid-title30" class="topic nested2" id="topic_hgx_jcj_nlb">
<h3 class="title topictitle3" id="ariaid-title30">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_hgx_jcj_nlb__ul_igx_jcj_nlb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842868506" target="_blank">Adding support addresses for users to
submit tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5195414870938-Top-feature-recommendations-for-business-to-consumer-B2C-support-" target="_blank">Top feature recommendations for
business-to-consumer (B2C) support </a></li>
</ul>
</div>
</div>
</div>
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