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Zendesk & Higher Logic Vanilla: Improve Self-Service Support Experiences

For support-focused communities, connecting to Zendesk is integral to providing the best community support experience for your customers, and maximizing the efficiency of your support team. Higher Logic Vanilla integrates with ticketing for case escalation and knowledge base, so your customers can find relevant content in community search, even if it lives in Zendesk.

How Zendesk works with Higher Logic Vanilla

Enable a true self-service support experience by centralizing discussions, Q&A and help documentation within community. Higher Logic Vanilla’s Zendesk Federated Search Connector allows you to bring Zendesk knowledge articles into community search, minimizing the number of systems your customers must use to get the help they need, regardless of where it lives. And when a question is asked that can’t be solved by community members, moderators can escalate the case to Zendesk to be actioned by an Agent.

Team’s use a Zendesk-integrated community to:

  • Surface relevant Zendesk knowledge base articles in community search
  • Centralize the self-service support experience within community
  • Escalate community support cases to a Support Agent in Zendesk

4 reasons to integrate Zendesk and Higher Logic Vanilla:

  1. Enable self-service support
  2. Reduce ticket volume and time to resolution
  3. Increase the efficiency of your support team
  4. Improve your customer satisfaction