Before you start reading, you can read about the features and operation of the Zendesk app in the introductory article.

1. Find the Zendesk for Agents app in the iAdvize Market Place

⚠️ Note that if you implemented iAdvize on several websites, you have to install the Zendesk app on each one of them.

First, log in to the iAdvize platform as an administrator and click on the Apps tab.

Then, select the Zendesk for Agents card to launch the installation of the app on your website.

⚠ Warning: Third-party channels are incompatible with this connector.

2. Authentificate the Zendesk for Agents App

You have to fill in the information below to install your Zendesk for Agents app. You iAdvize main contact will send you the iAdvize API keys.

Zendesk API Key: you can generate a token directly from your Zendesk administration.
The iAdvize API key for the Rest API
Zendesk domain: It should have the following pattern: https://[yoursubdomain].zendesk.com. This is your Zendesk subdomain
Zendesk email: this is the email address of an ⚠️ administrator ⚠️ account of your Zendesk subdomain.
iAdvize token for the graphQL API

3. Choose the escalation options into Zendesk tickets

3.1 Option: Autosave all the conversations

To automatically autosave all the conversations, you just need to activate the option ‘automatically create a Zendesk ticket after each conversation’.

⚠️ Note that both options can be activated without duplicate: if the agent escalate a ticket, the autosave will not create one.

⚠️ When you activate the autosave option, please ensure that all the fields of your Zendesk form are optionals or that they have a value by default.

If they do not, Zendesk will not create the ticket because it would not know the value to use for your mandatory fields.

3.2 Option: Agents choose the conversation to escalate to a Zendesk ticket

At the end of the conversation, your respondents will have the choice to raise a zendesk ticket by ticking the option ‘’create escalation ticket’ in the iAdvize conversation closing form.

To allow your agents and/or experts to escalate a ticket, you just need to enable the escalation toggle.

Two parameters are available:

Custom label for private note (optional) : This is a text field which shows at the end of the iAdvize closing form, your respondents have the option to add comments or not. The comment will appear in a private note of your Zendesk ticket. The label of this field is customizable.
The Zendesk form id : is the Zendesk form you want to use to escalate your tickets. In the iAdvize closing form, the Zendesk form fields will be displayed. Please note that mandatory Zendesk fields will also be mandatary in the iAdvize closing form.

3.3 (optional) Define your site / project country

This option fills the fields « iAdvize Country » you can add to your Zendesk form. It can be used to trigger business rules directly into Zendesk when a ticket is created. For instance you can direct tickets to agents depending on the country code.

The country value is a 3 digits code of the 3166-1 alpha-3 ISO.

3.4 Tickets auto assignation

By enabling this feature, you allow conversations escalated to Zendesk to be automatically assigned to the agent who handled the conversation within iAdvize. For auto-assignment to work, it is imperative that the email attached to the user account in iAdvize is identical to the email attached to the agent account in Zendesk. If the match is made, the "assigned" system field in Zendesk will be automatically modified accordingly.

4. Specific Zendesk reporting

Depending on your Zendesk plan, you can add the iAdvize fields below into your Zendesk ticket fields. The Zendesk fields will be populated automatically.

Name of the field	Zendesk Field Type	Data filled in automatically by the app
iAdvize Agent	Text	Agent's first and last name who handled the conversation
iAdvize Country	Text	Website country where the conversation took place
iAdvize Campaign	Text	Engagement campaign which triggered the conversation
iAdvize Conversation ID	Text	Conversation ID
iAdvize Conversation tags*	Multi-select	End conversation tag
iAdvize Net Promoter Score**	Numeric	Net promoter score (NPS)
iAdvize Customer Satisfaction**	Numeric	Customer Satisfaction (CSAT)
iAdvize Satisfaction Comment**	Multi-line	Customer comments

*For this field, please also add a default value. For example "-". The values in this field will be automatically filled in when an agent adds a tag at the end of the conversation.

**For these 3 fields, it is mandatory to add the field iAdvize Conversation ID.

⚠️ Make sure that the labels of your Ticket Fields correspond exactly to the names of the fields listed above (upper/lower case is not important).

All these "ticket fields" must be :

editable only by Zendesk agents
not required to solve a ticket
not required to submit a request

⚠️ Zendesk needs to have an email for each ticket. Therefor, if no email is retrieved from iAdvize during the chat (on the visitor side), Zendesk will automatically use the email filled in the iAdvize admin configuration (Apps section) to create the ticket on Zendesk.

It is possible to use custom data to retrieve the visitor's email address if they are logged into their customer area. A pre-qualification bot can also ask a question to retrieve the visitor's email during the conversation. If a user with the same email address exists in the customer's Zendesk environment, his profile will be attached to the ticket created in ZD.