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    Why We Integrated Ticketing Into Membrain (A Bit of a Rant)

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    Ticket management isn’t a standard feature in sales software. After all, your sales team doesn’t handle tickets. That’s a customer service function.

    So why did a company that preaches against the Frankenstack, decide to stack a ticketing function on top of our sales platform?

    Because we got sick of everyone else’s.

    The Zendesk Rant

    Our focus has always been enabling effective complex sales motions. And effective sales in a complex marketplace requires collaboration between sales and customer service, especially on large accounts.

    A great customer service process and team can substantially increase both new sales and the lifetime value of customers. Plus, the same process tools that enable sales teams to be effective in making sales, can enable customer service agents to be effective in delivering outstanding customer service.

    In fact, some of our clients and partners use our Account Growth module to build customer service processes. This enables their agents to do their jobs better and easier. This resulted in our platform needing to integrate with ticketing platforms.

    Initially, we partnered with, the big name in ticketing, Zendesk. A company that preaches the importance of great customer service.

    And that’s where we got burned. We trialed a new part of their platform with the expectation that it would work well for us. About thirty days later, we got slapped with an outrageous bill that made no sense (50 agents instead of 5). They charged our card automatically but had no built-in process for reversing the charges, even after admitting they were wrong.

    It took us over a month of back and forth to get our money back, with their agents running our employees in circles and failing repeatedly to resolve the issue. For a company that prides itself on excellent customer service, this was inexcusable to us.

    So, rather than rely further on a company that isn’t walking its talk, we decided to do it ourselves.

    We never did believe in bowing down to the mainstream.

    How Membrain Ticketing Works

    Membrain’s integrated “tickets” add-on consolidates all customer inquiries and support requests into a central location, offering a 360-degree view of your customer’s support questions, and adds the same “checklists on steroids” approach that we offer sales and customer success teams.

    This means that your sales teams, account managers, and CS teams can all see a comprehensive view of the customer’s history, along with process steps and checklists to ensure nothing falls through the cracks.

    • Guide your team through issue resolution, including automated events, health alerts, and internal notifications
    • Employ email templates and snippets to ensure all communication is on-brand and efficient
    • Use the content hub to serve up relevant information to share with customers at every step of ticket management
    • Access ticket management analysis tools for high-level insights. Then drill down to detailed graphs and timeline views on an account basis

    These tools enable a brilliant level of collaboration among sales and customer success teams. Build processes that work, then guide your teams through them. Give them tools that enable them to quickly and effectively help customers who have issues.

    How Your Sales Will Grow with Membrain’s Ticketing Feature

    In complex sales, your existing accounts are often your largest source of ongoing and new revenue. How well you help your customers is the measure of how well you’ll continue to grow.

    Utilize Membrain’s powerful process tools along with our ticketing feature to guide your customer support team through issues resolution in a good way. Free them from the need to improvise processes, and eliminate the possibility of anyone falling through the cracks. Your teams can then use their creativity and their care for customers to cultivate an outstanding experience that your customers will remember and appreciate.

    How well you help your customers is the measure of how well you’ll continue to grow.

    On a feature-by-feature basis, our ticketing function doesn’t have everything that Zendesk has. That’s deliberate. We are not aspiring to become the best help desk platform on the market. Instead, we focused on the key features that our customers requested and that are essential to successful outcomes. Then we kept it clean, easy to use, coherant, and elegant.

    Plus, we back it with Membrain’s absolute commitment to your success.

    With Membrain’s ticketing add-on, you can increase sales–and ensure no one leaves your platform in a fury, the way we left Zendesk.

    Read more about the ticketing feature on our website.

    George Brontén
    Published September 13, 2023
    By George Brontén

    George is the founder & CEO of Membrain, the Sales Enablement CRM that makes it easy to execute your sales strategy. A life-long entrepreneur with 20 years of experience in the software space and a passion for sales and marketing. With the life motto "Don't settle for mainstream", he is always looking for new ways to achieve improved business results using innovative software, skills, and processes. George is also the author of the book Stop Killing Deals and the host of the Stop Killing Deals webinar and podcast series.

    Find out more about George Brontén on LinkedIn