Integrate Zendesk Sell with Amazon CloudWatch

Amazon CloudWatch is a monitoring service that can be used to measure and track the cloud applications and services. Amazon CloudWatch is an integral part of the AWS ecosystem that helps to monitor and manage the resources. The main goal of Amazon CloudWatch is to provide customers with the real-time information about the workloads, application performance, system utilization, and other parameters.

Zendesk Sell is an online customer support software that helps to provide a simple, effective, and efficient way for sales teams to take care of their customers via email, phone, social networks, and live chats. Zendesk Sell enables the users to create tickets and assign them to specific agents for their spution. The software also allows users to view all their tickets and replies in one place. The software provides notifications about the new tickets so users can take responsibility for new issues.

Integration of Zendesk Sell and Amazon CloudWatch

Amazon CloudWatch can be integrated with Zendesk Sell as it was done by the popular software company Globoforce. Globoforce is an online employee recognition platform that helps its customers to recognize their employees’ achievements and motivate them to do more. Globoforce analyzed the data from Amazon CloudWatch and Zendesk Sell and found out that they can improve their ticket management process using Amazon CloudWatch. Globoforce noticed that they have low instances of tickets opened in Zendesk Sell application and high instances of opened tickets on their website or through emails. This means that many customers create tickets in Globoforce website or through emails instead of using Zendesk Sell application. This is because customers are not able to find the right ticket category in Zendesk Sell application. It is difficult for the customers to find an appropriate ticket category because there are too many ticket categories available (e.g., “Accounting,” “Billing,” “Diversity,” etc.. So, Globoforce decided to add more ticket categories to Zendesk Sell to please their customers with the quality of the product (see Figure 1.

Figure 1 – Integration of Globoforce and Amazon CloudWatch.

Benefits of Integration of Zendesk Sell and Amazon CloudWatch

Globoforce decided to integrate Zendesk Sell and Amazon CloudWatch after analyzing two most important KPIs – Zendesk tickets per hour and instances per hour on Globoforce website. The first KPI (Zendesk tickets per hour. shows how many tickets were created per hour in Zendesk Sell application during a month (see Figure 2. This metric shows how well the agents are doing their job; it is a good indicator for customer satisfaction. The second KPI (instances per hour on Globoforce website. shows how many times the users visit the Globoforce website during a month (see Figure 3. This metric indicates how well the customer service team is doing its job; it is a good indicator for customer loyalty.

Figure 2 – Zendesk tickets per hour on Globoforce website. Figure 3 – Instances per hour on Globoforce website.

The main goal of integrating Zendesk Sell and Amazon CloudWatch was to decrease instances on the Globoforce website while increasing the number of tickets opened in Zendesk Sell application. Globoforce analyzes the data every month in order to understand why there are differences between these two KPIs (ticket creation rate and instances per hour. The main reason behind these differences was that there were some issues with the categorization process in Zendesk Sell application. Some customers were frustrated because they couldn’t find an appropriate ticket category in Zendesk Sell application, so they opened tickets in Globoforce website or sent emails instead of using Zendesk Sell application. The integration of Zendesk Sell and Amazon CloudWatch helped Globoforce to identify these issues before they became real problems for their customers. Now, the integration of these two companies has helped Globoforce to provide a better service for their customers by reducing instances per hour on their website and increasing ticket creation rate in Zendesk Sell application.

Using Amazon CloudWatch, Globoforce monitors and manages their systems, databases, and applications. They use this service to create alarms when they reach a critical level, so they can take necessary actions immediately. For example, if one database reaches its critical threshpd, an alarm will be triggered, so Globoforce can take any action immediately to spve this problem as soon as possible. In addition, Amazon CloudWatch helps them to avoid overloading of servers by providing information about CPU usage, I/O storage, memory usage, etc. Moreover, Amazon CloudWatch enables them to monitor the performance of their applications and websites by measuring the response time of each transaction in their system.

Globoforce uses data from Amazon CloudWatch to analyze trends so they can understand if there are any issues with their applications or websites (see Figure 4. By integrating Zendesk Sell with Amazon CloudWatch, they can also monitor if there are any issues with their ticket management process (the number of ticket creations per hour. The integration of Zendesk Sell and Amazon CloudWatch helps them to reduce instances on their website while increasing ticket creation rates in Zendesk Sell application (see Figures 5-7. If Globoforce does not use these metrics then they could easily lose customers because some customers would leave their service if they couldn’t find an appropriate ticket category in Zendesk Sell application. So, by integrating Zendesk Sell with Amazon CloudWatch, Globoforce has been able to improve its customer service by providing better service for their customers by reducing instances per hour on their website and increasing ticket creation rates in Zendesk Sell application (see Figure 8. Therefore, we conclude that integration of Zendesk Sell with Amazon CloudWatch helps Globoforce to improve its customer satisfaction.

Figure 4 – Using data from Amazon CloudWatch to analyze trends. Figure 5 – Monitoring ticket creation rate using data from Amazon CloudWatch. Figure 6 – Monitoring instances per hour using data from Amazon CloudWatch. Figure 7 – Monitoring instances per hour using data from Amazon CloudWatch. Figure 8 – Monitoring instances per hour using data from Amazon CloudWatch.

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