Multi-Channel Support Automation
Email, chat, phone, or social - it doesn't matter how customers reach you. Every channel flows into the same intelligent field service workflow.
Every Channel Covered
Support requests from any channel become field service jobs
Support emails become tickets that trigger field jobs automatically.
Live Chat
Chat conversations requiring on-site service convert to dispatchable jobs.
Phone/Voice
Call center tickets seamlessly flow into field operations.
Social Media
Twitter, Facebook messages needing service become trackable jobs.
Web Forms
Website service requests auto-create jobs with all form data.
Mobile App
In-app support requests dispatch technicians when needed.
One Unified Workflow
Every channel follows the same path to field service
Customer Reaches Out
Customer contacts support via their preferred channel - email, chat, phone, or social.
Ticket Created
Zendesk creates a unified ticket regardless of the incoming channel.
Field Service Triggered
Rules detect when on-site service is needed and create a Fieldproxy job.
Customer Updated
Respond to customers on their original channel with job status and ETA.
Why Unify Channels?
Consistent service delivery regardless of contact method
One Workflow
Regardless of channel, service requests follow the same dispatch process.
No Channel Gaps
Every support channel has equal access to field service capabilities.
Context Preserved
Full conversation history from any channel travels with the job.
Consistent SLAs
Apply the same service level agreements across all channels.
Industry Use Cases
See how different industries benefit from omnichannel support
Enterprise Support
Large clients use different channels. Ensure consistent service regardless of contact method.
Consumer Convenience
Homeowners reach out via chat, social, or phone. All get equal service quality.
Technical Support
IT issues come through helpdesk, email, and chat. Route to field when remote fails.
B2B Support
Business customers use web portals and email. Convert to service visits seamlessly.
Related Zendesk Automations
Extend your omnichannel workflow
Ready for Omnichannel Field Service?
Stop treating channels differently. Unify every support channel into one intelligent field service workflow.