HEDLOC Shuriken Overview

Version 4

    HEDLOC Shuriken

    HEDLOC Shuriken, developed by HEDLOC, is a Jive App that brings Zendesk and Jive together. Designed to be similar to Zendesk’s Lotus interface, users are able to complete regular Zendesk tasks from the app interface - directly within Jive. When you require assistance from across your organisation to solve that critical ticket, Shuriken lets you socialise Zendesk tickets with the right audience to drive even better customer support outcomes.

    !Mention

    For Jive customers using the Cloud edition or who have access to Jive 6, their users are also able to reference a Zendesk ticket in any Jive content or document using Jive's !App mentioning capability. Users can view details of the mentioned ticket from directly within the current discussion so they don't have to leave Jive or open a new window. In addition, users are able to create Zendesk tickets from Jive discussions with Jive’s App Actions.

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    New Tickets

    Within the Shuriken app, users are able to create a new ticket and assign it to other members; select a ticket from one of their views to display the details; create discussions in Jive or topics in Zendesk relating to a ticket; as well as search through both Jive and Zendesk simultaneously.

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    Views

    Choose what details you want to share with the broader organisation from a ticket and start a Jive discussion. This allows you to tap the knowledge of resources who don't live in Zendesk and also ensures that your organisation is aware of the issues key customers are experiencing.

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    Discussions

    Choose what details you want to share with the broader organisation from a ticket and start a Jive discussion. This allows you to tap the knowledge of resources who don't live in Zendesk and also ensures that your organisation is aware of the issues key customers are experiencing.

         Discussion - Public Reply

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       Discussion - Internal Note

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    Search

    Simultaneously search across Jive and Zendesk with one query.

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    To find out more about HEDLOC Shuriken Enquire now.