Using Support for your Business-to Employee (B2E) business

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<p id="docs-hc-snippet" style="display: none;">Jane is an IT support analyst working for a large corporation, MegaCorp, and supports the London office. A member of the MegaCorp HR team in London, Dan, has a problem with his computer and opens a support ticket. Jane gets a notification email and opens their Zendesk Support. She realizes that this problem can be fixed by a software update. In the ticket, Jane asks Dan to give her a convenient time to perform the update. After a time is agreed, Jane updates the computer, verifies that Dan is satisfied, then solves the ticket. Finally, she updates the in-house documentation to inform other users what to do if they get the problem.</p>
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<strong>Support</strong>
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<td>Team, Professional, or Enterprise</td>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can organize and manage internal support tickets using views, organizations, groups, and custom ticket fields to route requests by location, department, or issue type. Business rules like triggers and automations help automate ticket routing and notifications. Macros speed up responses with predefined actions. A help center offers self-service resources, while apps and Web Widget enable easier communication. Support addresses route emails to the right teams.</p>
</div>
<div class="body">
<p class="p" dir="ltr">Jane is an IT support analyst working for a large corporation, MegaCorp, and
supports the London office. A member of the MegaCorp HR team in London, Dan, has a
problem with his computer and opens a support ticket. Jane gets a notification email and
opens their Zendesk Support. She realizes that this problem can be fixed by a software
update. In the ticket, Jane asks Dan to give her a convenient time to perform the
update. After a time is agreed, Jane updates the computer, verifies that Dan is
satisfied, then solves the ticket. Finally, she updates the in-house documentation to
inform other users what to do if they get the problem.</p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="segmented_content_B2E__ul_ewd_t5z_hlb">
<li class="li"><a class="xref" href="#topic_afj_j5z_hlb">How can views help my B2E business?</a></li>
<li class="li"><a class="xref" href="#topic_nk3_m5z_hlb">How can organizations and groups help my B2E business?</a></li>
<li class="li"><a class="xref" href="#topic_gw3_m5z_hlb">How can ticket fields help my B2E business?</a></li>
<li class="li"><a class="xref" href="#topic_jhj_m5z_hlb">How can business rules help my B2E business?</a></li>
<li class="li"><a class="xref" href="#topic_mjg_gxz_hlb">How can macros help my B2E business?</a></li>
<li class="li"><a class="xref" href="#topic_ifd_4xz_hlb">How can a help center help my B2E business?</a></li>
<li class="li"><a class="xref" href="#topic_qbs_xxz_hlb">How can apps and integrations help my B2E business?</a></li>
<li class="li"><a class="xref" href="#topic_wv2_hyz_hlb">How can Web Widget (Classic) help my B2E business?</a></li>
<li class="li"><a class="xref" href="#topic_ggy_qyz_hlb">How can support addresses help my B2E 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 B2E 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, allowing you to plan accordingly. </p>
<p class="p" dir="ltr">Your IT support department might receive internal support requests from
offices all over the world. It can be challenging to isolate only tickets from the
London office. Using a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank"><u class="ph u">custom field</u></a> and a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank"><u class="ph u">view</u></a> can help you show only requests from a
single office.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_et2_gvz_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"><img class="image img-screenshot" height="175" id="topic_et2_gvz_hlb__image_vlf_nvz_hlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Views_b2e_1.png" width="624"></p>
<p class="p" dir="ltr">In this example, a view is configured to display only tickets that are
not solved and where the custom office location field is set as London. Here’s
an example:</p>
<p class="p" dir="ltr"><img class="image img-screenshot" height="117" id="topic_et2_gvz_hlb__image_wlf_nvz_hlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Views_b2e_2.png" width="624"></p>
<p class="p" dir="ltr">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. </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_slx_gvz_hlb">
<h3 class="title topictitle3" id="ariaid-title4">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_slx_gvz_hlb__ul_tgl_4vz_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_nk3_m5z_hlb">
<h2 class="title topictitle2" id="ariaid-title5">How can organizations and groups help my B2E business?</h2>
<div class="body">
<p class="p">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 B2E 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_nk3_m5z_hlb__ul_vwt_xvz_hlb">
<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_r45_hvz_hlb">
<h3 class="title topictitle3" id="ariaid-title6">Example</h3>
<div class="body">
<p class="p" dir="ltr">Let’s say you’re part of MegaCorp's IT department. </p>
<p class="p" dir="ltr">You may want to create organizations for each of the departments and
divisions in your company. Or, maybe you want to base your organizations on
geographic areas, so requests can be routed to local IT analysts and fixed
faster. You can add “conditions”, based on MegaCorp's organizations, to
triggers, automations, macros, and views to make it easier to work with your
tickets. </p>
<p class="p" dir="ltr">Each of these organizations is a department at your company:</p>
<p class="p"><img class="image img-screenshot" id="topic_r45_hvz_hlb__image_qbm_gkx_mlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_people_orgs.png" width="600"></p>
<p class="p" dir="ltr">You may want to create groups based on common types of IT requests such
as computers and equipment, software, urgent care, meeting rooms, or internet
and security. You can add “actions” based on groups to triggers, automations,
and macros, but not views.</p>
<p class="p" dir="ltr">Each of these groups is for types of requests you frequently get:</p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_r45_hvz_hlb__image_ak3_3kx_mlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_people_groups.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_k45_hvz_hlb">
<h3 class="title topictitle3" id="ariaid-title7">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_k45_hvz_hlb__ul_tbr_1wz_hlb">
<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_gw3_m5z_hlb">
<h2 class="title topictitle2" id="ariaid-title8">How can ticket fields help my B2E 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 can
reduce resolution times and improve customer satisfaction.</p>
<p class="p" dir="ltr">As a B2E 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_bhy_hvz_hlb">
<h3 class="title topictitle3" id="ariaid-title9">Example</h3>
<div class="body">
<p class="p" dir="ltr">Let’s say you're part of MegaCorp's IT department. </p>
<p class="p" dir="ltr">You have a custom ticket field called “Request type.” It’s a drop-down
list that includes common types of IT requests such as computers and equipment,
software, urgent care, meeting rooms, or internet and security. This custom
field is part of your default ticket form.</p>
<p class="p" dir="ltr">Here’s what your colleagues see when they go to submit an IT
request:</p>
<p class="p"><img class="image img-screenshot" id="topic_bhy_hvz_hlb__image_tq3_whx_mlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_fields_ww_request.png" width="200"></p>
<p class="p">This field is a drop-down list that includes common types of IT requests such as
computers and equipment, software, urgent care, meeting rooms, or internet and
security. It’s a custom field that is part of your default ticket form.</p>
<p class="p"><img class="image img-screenshot" id="topic_bhy_hvz_hlb__image_tj1_sdb_nlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_fields_ww_dropdown.png" width="200"></p>
<p class="p" dir="ltr">You have triggers that automatically route tickets to the appropriate
group of agents. When one of your colleagues submits a support request about
their computer, the ticket is immediately assigned to the Computers &amp;
Equipment group, so it can be processed quickly.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_ugy_hvz_hlb">
<h3 class="title topictitle3" id="ariaid-title10">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_ugy_hvz_hlb__ul_njv_3wz_hlb">
<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_jhj_m5z_hlb">
<h2 class="title topictitle2" id="ariaid-title11">How can business rules help my B2E 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_jhj_m5z_hlb__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 employees or other IT support 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 IT support
agent to the next. This ultimately helps you deliver a better experience for your
employees.</p>
<p class="p">As a B2E business, business rules can help your department to keep employees informed
about the status of their requests, expedite employee repairs so they can get back
to work quickly, and collect employee feedback.</p>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_fwm_swz_hlb">
<h3 class="title topictitle3" id="ariaid-title12">Triggers example</h3>
<div class="body">
<p class="p" dir="ltr">MegaCorp is a large multi-national organization, and each office has
their own team of support analysts. For example, Jan is a support analyst for
the London office. This trigger automatically routes equipment failure requests
from employees in the London organization to the group of support analysts that
serve the London office.</p>
<p class="p"><img class="image img-screenshot" id="topic_fwm_swz_hlb__image_h2p_x11_3lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_trigger_condition.png" width="600"></p>
<p class="p" dir="ltr"></p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_fwm_swz_hlb__image_i2p_x11_3lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_trigger_action.png" width="624"></p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_azb_zwz_hlb">
<h3 class="title topictitle3" id="ariaid-title13">Automation example</h3>
<div class="body">
<p class="p" dir="ltr">To help support MegaCorp's support analysts, automations can be used to
send reminders when critical service requests are pending. For example, this
automation sends an email reminder to the support analyst (ticket assignee) 24
hours before a software update is due. The reminder includes the ticket number
and the full name of the employee who requested the update.</p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_azb_zwz_hlb__image_i1v_s2x_mlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_automation.png" width="600"></p>
<p class="p" dir="ltr">Here’s an example of the email Jan would receive:</p>
<p class="p"><img class="image img-screenshot" id="topic_azb_zwz_hlb__image_wvx_s2x_mlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_automation_email.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_opg_twz_hlb">
<h3 class="title topictitle3" id="ariaid-title14">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_opg_twz_hlb__ul_tdr_ywz_hlb">
<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_mjg_gxz_hlb">
<h2 class="title topictitle2" id="ariaid-title15">How can macros help my B2E 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 support agents the time and
effort of crafting a separate response to each employee with the same issue. </p>
<p class="p" dir="ltr"><strong class="ph b">Macros can:</strong></p>
<ul class="ul" id="topic_mjg_gxz_hlb__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>
<p class="p" dir="ltr">As a B2E business, you can use macros to direct employees to help center
articles to answer common questions, ask employees to provide more information, or
ask employees to be patient during high traffic volume. </p>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_pfp_gxz_hlb">
<h3 class="title topictitle3" id="ariaid-title16">Example</h3>
<div class="body">
<p class="p" dir="ltr">After Jane, MegaCorp's IT support analyst, receives a ticket about a
hardware problem, she recognizes that this issue isn’t really with the hardware,
and it can be fixed with a software patch. Jane opens the ticket and applies the
following macro to change the ticket form from Equipment Problem to Software
Update. The macro also changes the ticket subject to Patch request, so she
doesn’t have incorrect information in the ticket title. </p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_pfp_gxz_hlb__image_kdk_5jx_mlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_macro.png" width="500"></p>
<p class="p" dir="ltr">The new ticket form applied by the macro enables Jane to enter the
software patch number needed to fix the issue along with the date and time she
has scheduled to make the change. </p>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested2" id="topic_vdq_gxz_hlb">
<h3 class="title topictitle3" id="ariaid-title17">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_vdq_gxz_hlb__ul_tmq_mxz_hlb">
<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_ifd_4xz_hlb">
<h2 class="title topictitle2" id="ariaid-title18">How can a help center help my B2E 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 B2E customer, you can create FAQs or What’s New topics, for example,
that contain articles about troubleshooting or company policies, or any type of
information that you want to present to help answer everyday questions. </p>
<p class="p" dir="ltr">For example, you could show topics by department or by most asked
questions:</p>
<p class="p"><img class="image img-screenshot" id="topic_ifd_4xz_hlb__image_ltb_cc1_3lb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_hc_customer_site.png" width="600"></p>
<p class="p" dir="ltr"></p>
<p class="p" dir="ltr">You’ll need to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674#topic_ndf_fpf_mk" target="_blank"><u class="ph u">enable your help center in setup
mode</u></a>, and 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 the most
commonly-asked questions. For example, you could write an article explaining common
problems and how to resolve them, or configuration guidance. </p>
<p class="p" dir="ltr">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. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839258778" target="_blank"><u class="ph u">Creating and editing an article</u></a> for more
information.</p>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested2" id="topic_sdj_4xz_hlb">
<h3 class="title topictitle3" id="ariaid-title19">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_sdj_4xz_hlb__ul_w2m_wxz_hlb">
<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-title20" class="topic nested1" id="topic_qbs_xxz_hlb">
<h2 class="title topictitle2" id="ariaid-title20">How can apps and integrations help my B2E business?</h2>
<div class="body">
<p class="p" dir="ltr">There are 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 improve your productivity with
agents to resolve tickets and improve communication with employees. Here is an app
and integration that you can try to support your B2E business.</p>
</div>
<div aria-labelledby="ariaid-title21" class="topic nested2" id="topic_hqk_yxz_hlb">
<h3 class="title topictitle3" id="ariaid-title21">Slack integration</h3>
<div class="body">
<p class="p" dir="ltr">The Slack for Zendesk Support integration allows you to interact with
Support tickets in your Slack channels.</p>
<p class="p" dir="ltr">For example, the Slack app is installed by an admin in the MegaCorp
Slack workspace. After installing the app, under <strong class="ph b">Recent Apps</strong> &gt;
<strong class="ph b">Zendesk</strong>, the #ask-ithelp Slack channel is added to connect with
Support, then configured to receive notifications.</p>
<p class="p"><img class="image img-screenshot" id="topic_hqk_yxz_hlb__image_ush_hfb_nlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_slack1.png" width="500"></p>
<p class="p">When Dan in HR has an issue with his computer, he can go to the #ask-ithelp Slack
channel to discuss his issue. He can also create a ticket in the channel by
entering the Slack command /zendesk create_ticket or create a Slack action The
channel posts a notification when the status of a ticket is changed.</p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_hqk_yxz_hlb__image_zyn_nfb_nlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_slack2.png" width="500"></p>
<p class="p" dir="ltr">To learn more about the integration, see the <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/4405298867098" target="_blank"><u class="ph u">Slack integration</u></a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title22" class="topic nested1" id="topic_wv2_hyz_hlb">
<h2 class="title topictitle2" id="ariaid-title22">How can Web Widget (Classic) help my B2E 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">Web Widget (Classic)</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, you can encourage
employees to self-serve by searching for help center articles. It can also make it
easier to get help from an agent by displaying ticket forms for support requests and
start a chat. </p>
<p class="p" dir="ltr">Web Widget (Classic) is configured in your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838063258" target="_blank">Support Admin</a>. Zendesk also provides <a class="xref" href="https://developer.zendesk.com/embeddables/docs/widget/introduction" target="_blank">Web Widget APIs</a> to extensively configure
and customize the widget to suit your requirements.</p>
</div>
<div aria-labelledby="ariaid-title23" class="topic nested2" id="topic_mg2_3yz_hlb">
<h3 class="title topictitle3" id="ariaid-title23">Example</h3>
<div class="body">
<p class="p" dir="ltr">In this example, the Web Widget (Classic) is configured by a MegaCorp
admin in Support under <strong class="ph b">Admin</strong> &gt; <strong class="ph b">Channels</strong> &gt; <strong class="ph b">Web Widget
(Classic)</strong>. </p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_mg2_3yz_hlb__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">Help center search and Contextual Help is enabled to create ticket
deflection. So Dan, who has a problem with his equipment, must first search and
find articles to help address his issue. </p>
<div class="p" dir="ltr">
<br><img class="image img-screenshot" id="topic_mg2_3yz_hlb__image_idy_wff_nlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_webwidget_ex_1.png" width="300"><br>
</div>
<p class="p">Ticket forms is enabled so Dan can submit a ticket if he is unsuccessful in
finding a help center article that addresses his issue. </p>
<div class="p" dir="ltr">
<br><img class="image img-screenshot" id="topic_mg2_3yz_hlb__image_idy_wff_alb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/b2e_webwidget_ex_2.png" width="300"><br>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title24" class="topic nested2" id="topic_m3l_3yz_hlb">
<h3 class="title topictitle3" id="ariaid-title24">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_m3l_3yz_hlb__ul_jr3_r5z_hlb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844047898" target="_blank">Providing omnichannel support using Web
Widget for the Suite</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833907354" target="_blank">Web Widget resources</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836216218" target="_blank">Using Web Widget to embed customer
service in your website</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title25" class="topic nested1" id="topic_ggy_qyz_hlb">
<h2 class="title topictitle2" id="ariaid-title25">How can support addresses help my B2E 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 B2E company can route support
tickets directly to agents, or groups, who are trained to handle the issue at hand.
Support addresses can be based on task or department (IT, Payroll, etc.), 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 you need. 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_ggy_qyz_hlb__ul_etv_tyz_hlb">
<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-title26" class="topic nested2" id="topic_zwh_ryz_hlb">
<h3 class="title topictitle3" id="ariaid-title26">Example</h3>
<div class="body">
<p class="p" dir="ltr">By creating multiple support addresses, a B2E account can route
internal support tickets directly to the IT team located in Dan’s London
office.</p>
<p class="p" dir="ltr">In the scenario above, here’s how having an issue-specific support
address might work:</p>
<p class="p" dir="ltr">Dan goes to MegaCorp’s internal website and clicks the IT Help Page
link. On the web page, he sees a list of MegaCorp’s office locations, each with
a different email address associated with it:</p>
<p class="p" dir="ltr">San Francisco HQ: Contact it-HQ@megacorp.com</p>
<p class="p" dir="ltr">London office: Contact it-LDN@megacorp.co.uk</p>
<p class="p" dir="ltr">Copenhagen office: Contact it-CPH@megacorp.dk</p>
<p class="p" dir="ltr">Singapore office: Contact it-SGP@megacorp.com.sg</p>
<p class="p" dir="ltr">Dan clicks it-LDN@megacorp.co.uk, fills out the support form, and
clicks <strong class="ph b">submit</strong>. All tickets sent through that support address are routed
to a view monitored by the London-based IT department. Jane, who is on duty at
the time, sees his request come in and contacts him to find out what’s wrong.
They figure out a solution, and his computer is up and running again within the
hour.</p>
</div>
</div>
<div aria-labelledby="ariaid-title27" class="topic nested2" id="topic_dt3_ryz_hlb">
<h3 class="title topictitle3" id="ariaid-title27">Related articles</h3>
<div class="body">
<ul class="ul" id="topic_dt3_ryz_hlb__ul_rht_vyz_hlb">
<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>
</ul>
</div>
</div>
</div>
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