Zendesk
Overview
The Zendesk integration currently supports two Signals’ features: Ticketing and Knowledgebase. For Ticketing, this enables agents to create tickets from the agent chat interface. For Knowledgebase, it allows you to set up FAQ bots that use your Zendesk knowledge base to answer user questions.
Setup
To set up your Zendesk integration go to Settings->Org Settings->Integrations->Customer Support->Zendesk.
To start, you will need your Zendesk subdomain.
Enter your Zendesk subdomain and click “START ACTIVATION”.
When you click the “START ACTIVATION” button, you will be asked to allow Signals to access your Zendesk account. This will allow Signals to create tickets and search the Zendesk knowledge base.
You can disable this access at any time in Zendesk by clicking “Revoke”. Go to Settings->People->User->Security Settings.
NOTE: If you revoke access, we recommend you also disable the integration. If you later wish to enable the integration, you will need to contact Signals to have them reset the integration so that you can re-authorize. We do not yet automatically detect revoked credentials.
You can now enable Ticketing and/or Knowledgebase for Zendesk. You will need to enable the integration as well as the feature(s) you want to use with Zendesk.
NOTE: if you have another integration enabled for Ticketing and/or Knowledgebase, enabling the given feature for Zendesk will disable that feature for your other integration.
Ticketing
If you’re going to use the ticketing feature, you will need to configure which fields agents will have on the ticket form. Subject and Description are always required. The rest of the fields are optionally required. We recommend that you match the requirements that you have configured in Zendesk.
Once that is complete, agents will be able to add the “Add Ticket” card to their agent chat interface.
Agents can then create tickets by clicking “CREATE A NEW TICKET”.
After clicking the button, they will be able to fill out the fields previously configured.
If there’s an error, it will be reported in a red banner at the bottom of the screen.
If the ticket was successfully added, it will also be reported in a green banner at the bottom of the screen. They can click the banner to open the ticket up in Zendesk.
Knowledgebase
If you are using the Knowledge Base feature with Zendesk, you will be able to set up your FAQ bot skill to use Zendesk.
Once you select Zendesk as the “FAQ Source”, you will be able to select which categories to be used to answer user questions.
When users interact with your FAQ bot skill, we will query the Zendesk API to find the top matches for the user’s input and give them the list.
