Available on the iAdvize Premium Market Place, the iAdvize Zendesk App will allow you to link the iAdvize conversations with your Zendesk organisation through the creation of Zendesk tickets.
Your agents will still respond to your visitors on their usual iAdvize desk. You will have two options to set the ticket escalation.
The first option allows you to get all your visitors’ touch points into Zendesk by autosaving all the iAdvize conversations (excluding third parties such as Messenger, WhatsApp... etc) into ‘solved’ tickets. If the visitor email address is recognized on Zendesk, the ticket will be linked to the visitor’s profile. If it is not, a new visitor profile will be created.
The visitor email address can be recognized on iAdvize through a bot, custom data integrated on your site, or, more simply, it can be recognized in the conversation.
The second option allows your agents to raise an ‘open’ ticket at the end of the conversation. In the iAdvize conversation closing form, your agents can tick the ‘Escalate ticket’ option and fill in the fields of the Zendesk ticket form you select when setting up the connector. A free text field comes natively with this option; its label can be customised during setup. Like the autosave option, the ticket will be linked to the visitor profile.
The iAdvize Zendesk App currently supports the following Zendesk field types:
- Text
- Multi-line text
- Drop-down list (single choice)
- Checkbox (yes/no)
Note that both options can be activated without duplicate: if the agent escalates a ticket, the autosave will not create one.
Natively, the tickets include:
- the conversation transcript on the ticket text,
- the conversation URL and ID and the agent comment on the private text,
- the iAdvize tag on the ticket fields.
Enclosed documents shared during the conversation will also be available in the ZD ticket as shown in the following screenshot:
If you have an Enterprise Zendesk plan or more, you will be able to choose the form of your tickets and also, you will be able to personalize your ticket fields with the iAdvize fields below in order to create specific reportings and dashboards:
- agent first and last name
-
site country where the conversation happened
- engagement campaign name
- conversation ID
- conversation tags
- net promoter score (NPS)
- customer satisfaction (Csat)
- comments
⚠ Warning:
- Third-party channels are incompatible with this connector.
- The iAdvize mobile application does not support this connector (it is possible to create a connected bot to create Zendesk tickets instead).
If you are thinking about installing our Zendesk App, please contact your Account Manager or CSM.
