Danvers, 1923, MA,
United States
Brainsell Technologies
Brainsell Technologies, a prominent reseller, system integrator, and consulting company, that plays a vital role in numerous system integration and digital transformation initiatives. Brainsell Technologies collaboration with software players such as Zendesk empowers organizations to embrace disruptive technologies and accelerate their journey to the cloud, thus reshaping their business models.
| Reseller and SI | Vendor | Application | Category | Market |
|---|---|---|---|---|
| Brainsell Technologies | Zendesk | Zendesk Support Ticketing System | Customer Support | CRM |
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Product | Category | When | Insight |
|---|---|---|---|---|---|---|---|---|---|---|
|
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University of Louisville | Education | 6976 | $1.6B | United States | Zendesk | Zendesk Support Ticketing System | Customer Support | 2017 |
In 2017, University of Louisville implemented Zendesk Support Ticketing System to provide public-facing support via its website. The Zendesk Support Ticketing System is categorized as Customer Support and was provisioned as the campus-facing web support channel.
Brainsell Technologies led the deployment and configuration of Zendesk Support Ticketing System, provisioning core ticketing capabilities including web widget ticket intake, multi-channel ticket creation, configurable ticket forms, agent workflow configuration, macros for templated responses, SLA rule configuration, and built-in reporting for service operations. The implementation emphasized standard Customer Support functional modules consistent with SaaS ticketing platforms.
Operational coverage targeted website-driven support workflows, routing inbound requests into agent queues and escalation paths within Zendesk Support Ticketing System. Governance controls were implemented for administrative roles, agent permissions, and ticket routing rules, and the system was integrated with the university website to capture and triage public inquiries into managed support workflows.
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