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Zendesk
Implemented by Apergu

Zendesk implementation and CX transformation

AI-powered ticketing, messaging and customer service — set up by Apergu.

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AI-powered ticketing

Email, messaging, phone and social in a single place.

With AI automations and simple admin tools, a scalable ticketing system cuts support costs and drives fast results.

Features

Key features

AI agents

Resolve customer conversations across any channel with AI-powered autonomous agents.

Copilot

An AI assistant that helps agents respond faster with suggested replies and knowledge.

Ticketing system

A unified workspace bringing email, messaging, phone and social into one view.

Messaging and live chat

Meet customers where they are with rich, real-time conversations.

Help centre

A self-service knowledge base that reduces ticket volume.

Quality assurance

Monitor and improve service quality across every conversation.

Inside the system

ZendeskAI-assisted ticket

In view The AI agent’s internal note and the Auto assist draft replyAI-assisted ticket. A web-form request arrives tagged with its intent, language and sentiment. The AI agent leaves an internal note when it can’t find an answer, and Auto assist drafts a reply for the agent to edit or approve.

ZendeskCalls as tickets

In view The call panel: ticket number, caller, line and call controlsCalls as tickets. Calls are taken in the browser and each one gets its own ticket. The call panel shows the caller, the support line they dialled and the call controls, over the ticket it belongs to.

ZendeskVolume forecast

In view Forecast inbound volume, Tuesday to Thursday, with required staffing belowVolume forecast. Workforce Management forecasts inbound volume for the week per workstream — tiers, messaging, voice, tickets, billing — with the required staffing in people beneath it. Forecast, volume-adjustment, outlier and staffing parameters sit alongside.

ZendeskShift schedule

In view Each agent’s day as colour-coded shift segmentsShift schedule. The day schedule lays out each agent’s shift as colour-coded segments by workstream, with breaks between. The table underneath counts scheduled staff per workstream every half hour; Generate and Publish sit above.

ZendeskAgent’s own schedule

In view Now and next, requests, and Tuesday’s shiftsAgent’s own schedule. Inside Zendesk, agents see what they are on now and next, their week of workstream, break and lunch blocks, and where to request time off, shift trades and shifts.
Why Apergu for Zendesk?

Deep ERP and WhatsApp integrations that are specific to the Indonesian market.

We connect Zendesk to NetSuite for 360° customer visibility, integrate Mekari Qontak for the WhatsApp Business API, and configure AI agents trained on your specific business processes.

Amaze WhatsApp Blasting

Amaze your customers with structured, scheduled WhatsApp campaigns

Amaze Blasting streamlines customer campaigns through scheduled WhatsApp messaging, fully integrated with Zendesk. It helps teams reach out proactively, work more efficiently, and stay compliant. Smart scheduling, analytics and admin control boost engagement while protecting your account from suspension risk.

Inside Amaze Blasting

Amaze BlastingMessage overview

In view Total messages, then the sent and delivered countsMessage overview. For the selected WhatsApp account, the dashboard totals messages, successes and failures, then breaks delivery down by status — sent, delivered, read, replied, failed, unsent — each with its share. Filter by month at the top.

Amaze BlastingResponse time & quota

In view Average response time to delivered and to read, by dateResponse time & quota. Average response time per date, measured to delivered and to read, for the chosen month. Beside it, subscription usage shows messages used against the plan’s quota and how many remain.

Amaze BlastingMessage detail

In view Sent, delivered, read and replied times per recipientMessage detail. Each broadcast opens to a per-recipient log: the template, status, and the time each message was sent, delivered, read and replied to. Recipient names and numbers are masked in this capture.

Bring every channel into one inbox

A free assessment: we look at where your conversations land today, and what a unified view would change.

Get Your Zendesk Assessment