Billing and support tickets in one answer

Connect Zendesk alongside Recurly, and your team sees a customer's charges and their support conversations together, then updates the ticket without switching tabs.

A billing question rarely lives in one system. "Was I charged twice?" needs the customer's charges from Recurly and the ticket history from Zendesk, and usually a note back on the ticket once it is sorted.

See both sides at once

"Find sam@example.com. Show me their plan, last charges, and any open tickets."

Retrixus answers with the Recurly account (plan, status, recent charges, other brands) next to every Zendesk ticket that customer has raised.

Work the ticket from the same place

"Add a note to that ticket saying we refunded the duplicate charge, tag it billing-resolved, and solve it."

Every change to a ticket is shown to you first and happens only when you say yes. Each person signs in to Zendesk as themselves, so changes appear under their own name.

See where tickets come from

"Which tags drove the most tickets this week, by brand?"

"How many tickets mentioned a refund in the last 30 days, by brand?"

Keep settings safe

People only get what their role allows. A front-line agent's AI cannot change your Zendesk triggers, automations or macros; it does not even have the option. Admins can, with a backup taken first.

What you need

• Team reads Zendesk tickets alongside Recurly. Business adds updating tickets.