Jacada's Ticket Guidance Zendesk app brings flexible, intuitive and effective guidance directly into a Zendesk ticketing platform, making ticket resolution easier and faster.

For complete information about how to enable and install the Ticket Guidance app, click here.

Note: The Zendesk Ticket Guidance integration is not compatible with on-premise installations.

Ticket Guidance operates in two modes:

  • Pre-ticket mode enables agents not already working in the context of a ticket to navigate through available Interaction Flows.
  • In-ticket mode integrates a specific Interaction Flow into a Zendesk ticket, and provides recommended actions, based on the steps designed into the Interaction.