Zendesk Integration

Mailytica's intelligent Email Answer Bot is not just email-based: it can be used for any customer communication that has a recurring and repetitive nature. Undoubtedly, this includes ticket systems, by which support inquiries or conversations are recorded and managed.

Zendesk is a web-based ticket system. With the integration of Mailytica, the functions of Mailytica are available directly in Zendesk. An add-on is available for this purpose, which is easily installed in Zendesk. As soon as a new customer support ticket is recorded in Zendesk, Mailytica automatically classifies the customer request using its own algorithms and artificial intelligence. Based on this classification, Mailytica displays an automatic response directly in Zendesk. The answers are based on historical answers to the same business transactions or can be defined yourself.

The Zendesk user can adopt Mailytica's automatically generated response with one click and then display it in the familiar Zendesk interface. This means that Mailytica's add-on integrates with the familiar work environment and seamlessly integrates with existing workflows.

The Zendesk user always has the option of adapting or supplementing the automatically generated responses from Mailytica. If the accuracy of the classification is very high, even a fully automated dispatch of the automatically generated answers can be activated. Increase the quality and speed in your customer communication!

Classification of a new Support Ticket & Automatic Answer

Within the familiar Zendesk environment, the user sees the add-on from Mailytica when opening a support ticket on the right side of the sidebar.

When reading the new support ticket, Mailytica will automatically suggest a suitable answer. At the top, you can also see the category to which the business transaction Mailytica has classified the ticket.

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Adopting the automatically generated answer

By one click on the Smart-Response button, the automatically proposed answer from Mailytica is accepted.

In addition to the automatically generated answer, Mailytica also creates the appropriate salutation. For this purpose, it is analyzed whether it is a male or female partner.

Selection of an alternative answer

By the way, you can not only choose between one, but if required between several answers.

This is necessary if several response options exist for a business transaction.

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Sending the automatically generated answer

Once the automatically generated answer has been accepted, it can be changed by the user as it is required.

Subsequently, the answer can be sent out within Zendesk. In this way, the receiver gets individualized answers to his support requests within a very short time.

The answers appear within Zendesk and to your client as if the answer are written by humans. Mailytica assists in the background and helps you to communicate individually and quickly in customer service.

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Communication between Mailytica and the Email server

The communication between Mailytica and the email server is always encrypted based on a SSL certificate. All data will be treated confidentially in accordance with the data protection guidelines of the GDPR. In addition, Mailytica can also be deployed on a local server. This allows you to ensure that the software and thus also all your data remain exclusively within your premises or intranet.

Intuitive Userinterface

The algorithms of Mailytica and the Email Machine Learning Pipeline for classifying your emails run in the background on a server application.

To do this, Mailytica's software is installed on a cloud server or on a local server. Mailytica receives thereby via IMAP or an API access to the incoming emails. Subsequently, the automatic analysis takes place within the algorithms of Mailytica in seconds. Based on the analysis, the email can then be routed automatically or an email response is suggested.

The automatically generated response email is retrieved by the user via an Add-On directly in the familiar environment (for example, Microsoft Outlook or Gmail). This means that the user only sees a small, intuitive Add-On in his usual working environment.

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Finally, Mailytica increases the motivation of committed employees. Instead of answering frustrating and repetitive emails, employees can concentrate fully on work where a person's sensitivity, ability to combine, and empathy is essential. This creates time and a free mind to deal with complex, individual problems.

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