Help Center

Explore our knowledge base
article

Install and use the Zendesk app (beta version)

Installing the Zendesk app allows you to connect the iAdvize platform to the Zendesk organization of your choice. This way, you can deliver an optimal customer experience by synchronizing your data in real-time.
 
You can also get access to some of the Zendesk tools. For example, you can create support ticket forms directly on the iAdvize administration by enabling escalation for agents.
 
 

1/ Installing the Zendesk app

First, log in to the iAdvize platform as an administrator and then, click on the Apps tab.
 
01.png
 
Then, select the Zendesk card to launch the installation of the app on your website.

If you have implemented iAdvize on several websites, you will need to install the Zendesk app on each one of them.
 
02.png
 
03.png
 
1.2 Configuring the Zendesk app

You will need to fill in the following information to install your Zendesk app:
 
04.png
 
  • Zendesk API Key: you can generate a token directly from your Zendesk administration.
  • The iAdvize API key for the Rest API: if you do not have an iAdvize API key yet, you can ask the support team to give you one by contacting them at help@iadvize.com 
  • Zendesk domain: It should have the following pattern: https://[yoursubdomain].zendesk.com. This is your Zendesk subdomain
  • Zendesk email: this is the email used to administrate the Zendesk subdomain associated with your Zendesk app.
  • iAdvize token for the graphQL API: If you haven't received an iAdvize API key yet, you can ask the support team to give you one by contacting them at help@iadvize.com

2/ Enabling automatic conversation recording

To automatically record conversations, you just need to activate the automatic conversation recording toggle.
 
Zendesk-form-id.png

The ID of the ticket form is then requested. For automatic registration, please do not fill in the ticket creation form with other user fields than the subject and body of the ticket. Otherwise, no tickets will be created. 
 
2.1 How does the automatic recording of conversations work?
 
Once this option enabled, a ticket will be created after each conversation (unless an escalation ticket is created following a conversation). 
 
This ticket has the following settings:
  • A "Solved" status.
  • A conversation transcript is available on the ticket.
  • A private note containing the conversation URL and ID is available from the admin.

     

When the app creates a ticket, it will try to associate it with an existing Zendesk user. For this to happen, iAdvize uses the email address as a mapping key.
 
If the iAdvize visitor has an email address, we will search for a Zendesk user with the same email address. If the app finds a customer with this email address, then the escalation ticket will be assigned to this person.

Otherwise, we will create a new Zendesk user and assign the ticket to this user.
 
If no information is available about the visitor, the ticket will be assigned to an unknown Zendesk user. In this case, by default, Zendesk associates the email of the Zendesk administrator with the unknown user.
 

3/ Activating the escalation for agents

To allow your agents to escalate a ticket, you just need to enable the escalation toggle.
 
06.png
 
3.1 Configuring agent escalations
 
There are two settings available for you to use:
  • Input field customization: when agents escalate a ticket, they add a private note to the conversation URL and ID. You can configure this input field to let agents know what is expected of them in terms of input. i.e. Summarize the customer request in one line".
  • The Zendesk form ID (mandatory): this is the identifier of the ticket creation form that you would like to use for escalations on the website on which the Zendesk app is installed.
 
3.2 How does agent escalation works
 
When you enable escalations, an option will appear on the form displayed at the end of a conversation to allow agents to transfer the conversation:
 
07.png
 
When professional agents or ibbü experts want to transfer a ticket, they will need to check the box displayed above. Once the box checked, the ticket creation form selected in the administration will be rebuilt. 
 
We also add a text area for the private note with a custom label if it has been configured.
 
Just like for automatic ticket registration, the app will attempt to associate the escalation ticket with an existing user.
 
Only one ticket can be recorded per conversation. Thus, if a ticket gets transferred, no additional tickets will be created even if the automatic ticket registration feature is enabled.
 

4/ Compiling data per agent in Zendesk

You can import some additional information for each ticket created within the Zendesk app to create specific iAdvize dashboards. You can for instance create a report for you to analyse the number of tickets escalated by agents on a selected period of time. 
 
To do this, add an iAdvize field in the form you use and the app will fill it in automatically.
 
 
Name of the 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

Comments