Zendesk Decision Trees for Support Teams
Process Shepherd is a decision-tree and guided workflow platform that works inside Zendesk, helping support teams handle every customer contact accurately, consistently, and confidently.
Reduction
In Onboarding Time
Faster
Ramp-Up to Full Productivity
Reduction
In Average Handling Time
More Consistent Resolutions
Across All Agents
Guide Your Agents Through Every Customer Contact
Zendesk is powerful, especially when agents know exactly what to do. New hires struggle to remember procedures, experienced agents respond inconsistently, and critical steps get missed when information lives in scattered documents or outdated macros.
Process Shepherd fixes this by guiding your agents step by step through every Zendesk ticket. From day one, agents see exactly which actions to take, what to say, and what comes next — so every customer issue is handled correctly, every time.
Whether a customer reaches out via chat, email, or phone, Process Shepherd works directly inside Zendesk to guide agents through the right process for every scenario. Each workflow adapts to the channel and context, ensuring consistent, high-quality responses across all customer touchpoints.
No matter how the conversation starts, your team always follows the right path.
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Native Zendesk Integration - Building Workflows Without Code
Process Shepherd installs directly from the Zendesk Marketplace and runs seamlessly within your existing Zendesk setup. Workflows appear in a sidebar next to each ticket, so agents never have to leave Zendesk or switch between tools.
There are no extra windows, no screen hopping, and no disruption to agent flow. With built-in SSO, agents are automatically logged in through their Zendesk account — nothing new to remember, nothing extra to manage.
Create clear, step-by-step decision trees using a simple drag-and-drop editor. No coding required.
Support operations teams can design workflows for every scenario — complaints, refunds, escalations, edge cases — and add guidance exactly where agents need it. Everyone follows the same approved process, without relying on memory or tribal knowledge.
Connect Your Existing Systems. Get Instant Guidance
Process Shepherd workflows can update Zendesk tickets automatically, preventing double handling and manual follow-ups. Connect your CRM and other systems to pull in customer data, trigger actions, and keep records up to date.
By eliminating copy-paste work and repetitive steps, agents resolve tickets faster, reduce human error, and focus on helping customers — not managing tools.
When agents need help, they can ask Process Shepherd’s AI chatbot a question and receive an instant, relevant answer — without leaving the ticket, escalating the issue, or searching through documentation.
The chatbot understands the current workflow, previous steps, and your internal knowledge. It delivers context-aware guidance right inside the Zendesk ticket, so agents get the right answer at the exact moment they need it.
Continuous, Data-Driven Support
See how every process performs in real time. Track where agents slow down, where workflows break, and which steps cause confusion.
Share reports with your team, collect agent feedback, and refine workflows based on real usage — not guesswork. Your Zendesk operation improves continuously as processes evolve alongside your team.
Guided workflows and automation turn Zendesk into a system that actively supports agents — not one they have to figure out on their own.
With Process Shepherd inside Zendesk, agents feel confident instead of overwhelmed. Managers get consistency instead of guesswork. Customers get faster, more accurate support.
Less stress for your team. Better experiences for your customers. A smoother, more scalable support operation for your business.
Ready to see it in action?
Install Process Shepherd directly from the Zendesk Marketplace, or schedule a demo to see how it works with your Zendesk setup.
