Zendesk will replace Marval as Scientia’s chosen Service Desk platform from 2 January 2018. Zendesk brings a host of new features and benefits to the Scientia Customer Portal: a single place to raise Support tickets, regardless of where you are in the world; a better self-service experience, enabling customers to easily attach files and images to their tickets; a platform for our forthcoming 24/5 chat support feature; and the ability to automatically translate updates to Support tickets into the user’s native language (via browser settings).
“The move to Zendesk is an important part of our goal to deliver the best Support experience possible for Scientia customers. Due to our investment in both Development and Support functions in Malaysia, 24/5 customer support will soon be a reality. We’re taking on more multilingual Support staff than ever before so that we can optimally serve our global user community. Our aspiration is to merge our User Forum with Zendesk in 2018. We have a bank of more than 600 ‘Knowledge Items’ – known issues and related fixes – which customers can use before they log a ticket. We want to make those available to customers whose main language isn’t English and Zendesk will help us in that aim.”