Zendesk Decision Trees
How it works
1
Guide Your Agents Through Every Customer Contact
Give your agents a clear path through every customer issue, even on day one. No more digging through old documents or incorrect support responses due to lack of knowledge. Process Shepherd shows your agents exactly which steps to take for each contact, so they handle cases confidently and accurately from their first day.
Whether it’s a complaint through chat, a question via email, or a support call, Process Shepherd works right inside Zendesk to guide your team through any scenario across all channels.
2
Native Zendesk Marketplace Integration
Process Shepherd installs directly from the Zendesk Marketplace and works seamlessly within your existing setup. Workflows appear in a sidebar alongside each ticket. With Process Shepherd, there is no need for separate windows, no switching screens, and no disrupting your agents’ flow. Everything stays in Zendesk, where your team already works. With SSO support, staff are automatically logged in via their Zendesk account so there is nothing extra to manage.
3
Build Workflows Without Code
Your team can create step-by-step guides for agents using our simple drag-and-drop editor. No coding skills needed. Build out every possible scenario, add helpful tips along the way, and make sure everyone follows the same process every single time.
4
Connect Your Existing Systems
Workflows can be created to update the tickets to prevent double handling. Link Process Shepherd to your CRM and other tools for fully automated solution. Pull in customer information automatically, skip the copy-paste work, and keep everything in up to date. Your agents resolve tickets faster, save hours of repetitive work and reduce human error.
Instant Answers When Agents Need Them Most
Stuck on something tricky? Agents can ask our chatbot any question and get answers right away—no need to escalate for assistance or search through documents. The AI chatbot understands the workflow and the answers already provided, mixed with product knowledge you provide it can generate highly meaningful responses.
Access AI help and your knowledge articles without leaving the ticket. Everything they need in one place right when they need it.
Continuous Improvement Through Data
Track how well each process performs and spot where agents get stuck. Share reports with your team, find the bottlenecks, and hear what agents think. Then improve your workflows based on real feedback, not gut feelings.
How We Can Help
Process Shepherd is a powerful platform that can help organizations improve efficiency and compliance within their contact centers. By reducing onboarding time, ramp-up time, and average handling time while ensuring compliance with the most current business processes, our platform helps organizations provide the best possible customer experience.
Additionally, by automating steps within a process, we can save time and reduce human error, leading to increased efficiency and productivity
80%
Reduce Agent Onboarding Time
40%
Reduce Agent
Ramp Time
30%
Reduce Average Handling Time
