NetworkedHelpDesk.org: One Year Later
SAN FRANCISCO, May 31, 2012 /PRNewswire/ — NetworkedHelpDesk.org today announced that it is accepting new members to adopt its open standard to deliver superior customer service at the Atlassian Summit. Established at the 2011 Atlassian Summit, NetworkedHelpDesk.org is an open initiative to create seamless communication among multiple partners and suppliers to deliver an unprecedented customer experience.
Organizations with multiple partners, suppliers or departments often use disparate systems to perform tasks such as project management, customer relationship management, or customer support. The NetworkedHelpDesk.org initiative provides a uniform way to connect these disparate systems for seamless collaboration through an open API.
“It was just about a year ago when we demonstrated the power of NetworkedHelpDesk.org with Atlassian when we announced a JIRA/Zendesk integration developed using the open API,” said Adrian McDermott, Zendesk’s Senior Vice President of Product Development. “This integration allows engineering and customer support organizations to seamlessly collaborate on resolving customer issues.”
With integration enabled by NetworkedHelpDesk.org, when an issue comes into the customer support team via Zendesk, the support agent may recognize that the issue requires assistance from the engineering team. That support issue now can be sent seamlessly from Zendesk to the engineering team’s JIRA issue tracking system through a single ticket.
“This gives the engineering team complete visibility into the customer issue, and the engineer, in return, can send a resolution back to the customer support agent through the same ticket,” said McDermott, continued. “Nothing is lost across systems and the customer receives a complete and timely resolution to the problem.”
“We use the JIRA integration to log bugs automatically for our engineering team to work on and to view any status updates from JIRA,” said Mark Fordham, Director of Services at Central Desktop. “The automatic two-way sync lowers the need to toggle back and forth between the systems. The integration has provided superb visibility, faster response times, better collaboration with our engineering team and faster notification to customers.”
NetworkedHelpDesk.org’s members include:
Founding Members Appian Atlassian Beanstalk New Relic Beetil OTRS bigWebApps PagerDuty Cazoomi Pivotal Tracker Chorus ServiceNow Connect2Field SugarCRM ContactUsPlus Zendesk Disruptive Technologies Dovetail Software Service Members Flowdock AppFusions FreshBooks Coherence Design GroundWork CustomWare helpLine IT Consultores Ifbyphone Merlin Information Systems InvGate LiveChat LiveTime Loc8.com Monocle Systems Netcellence Technologies Olark OneLogin Pervasive Planio PMCS.helpLine Software Group Robillion Rypple SAManage Server Density Shipwire SnapEngage SpendidCRM Springloops Teambox TeamSupport Tropo Twilio UserRules UserVoice Voxeo Wishery --- -------
NetworkedHelpDesk.org is founded by Atlassian, New Relic, OTRS, PagerDuty, Pivotal Tracker, ServiceNow, SugarCRM, and Zendesk. Currently, more than 50 high-growth companies endorse this open standard ranging from those that publish ticketing systems, bug trackers, knowledge bases, customer relationship management software, and more. For more information on how to join this movement, go to NetworkedHelpDesk.org.