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Zendesk Integration

Zendesk Integration

With Velaro’s integration with Zendesk you can create support cases and save them to Zendesk right from the Velaro chat window. When visitors chat with agents on your site, all of that information can be passed directly from the chat back into Zendesk. You can create cases right from the chat window and archive chat transcripts directly to Zendesk.

In order to use Zendesk from within Velaro's Live Chat, you will need three things:

Zendesk account
Velaro account
Integration

Zendesk Account

If you have a Zendesk account, you're ready to begin, if not, please visit http://www.zendesk.com and sign up for their free 30-day trial.

Velaro Account

If you already have a Velaro account, please skip down to Step 1, if not, please follow these steps:

Sign up for a free trial
Download our quick start guide here
If you need additional help setting up your free trial you can watch our free online tutorials

Warning: If you are a current Velaro customer already using our CRM integration you are not able to integrate into Zendesk and your current CRM tool at the same time.

Step 1 - Enable Zendesk Integration

First you must tell Velaro to enable Zendesk integration. To do this simply log into the control panel and follow the steps below.

Login to the Velaro Control Panel with your administrative account here
Navigate to the “Account” menu and select “Integration”
Under “CRM Systems” select “[General]”
Under the “Integration” tab check “Enable CRM Integration”
Select “Zendesk” from the radio button list
Under “CRM Systems” select “Zendesk”
Fill in your Zendesk Site Name (ex: http://yoursite.zendesk.com)
Select how you would like to save your chat transcript

Do not save transcripts in ZenDesk - This does not save the chat transcript to Zendesk
In An Attachment to the Selected Ticket - This adds the chat transcript as an attachment to the ticket in Zendesk
As A Comment in the Selected Ticket - This adds the chat transcript to the comments of the ticket in Zendesk
In The Configured Field - This places the chat transcript into a custom field you have created (See Step 4)

Step 2 - Configuring Users

Next, you must associate your Zendesk login and password with Velaro. Doing this allows your agents to seamlessly interact with Zendesk.

Login to the Velaro Control Panel with your administrative account here
Navigate to the “Account” menu and select “Integration”
Under “CRM Systems” select “[General]”
In the upper left of the screen select the "CRM Users" tab
Select the user to configure from the "Working on user" drop down
Enter in the user's Zendesk username (Typically this is the user's email address used to log into Zendesk)
Enter in the user's Zendesk password
Enter in the numeric "User Id" provided by Zendesk (Hint: In Zendesk select Home > My Profile and your UserId can be found in the URL)
Select the option for "Automatically search CRM system when chats begin?"
Select "Apply"

Step 3 - Clone Pre-Defined Fields

The last required step it to make sure that you create fields for your agents to submit information to Zendesk. We have created all the standard Zendesk pre-defined fields for you already, you simply need to enable them.

Under “CRM Systems” select “Zendesk”
Select the "Clone Pre-Defined Fields" link to clone basic Zendesk fields
Select "Apply Changes"

Step 4 - Add custom fields

If you have custom fields created in Zendesk and you would like your agents to be able to enter these fields from their chat window follow this step. This step is optional.

Under “CRM Systems” select “Zendesk”
Select "Add New Field"
To add a custom search field check the "This Field Is Used For Searching"
To add a custom creation field check the "This Field Is Used For Creating Records"
Fill out the appropriate fields described below
Select 'Apply Change'

Field Name - This is the field name displayed in the CRM tool.

Applies To Record of Type - This is the classification of record, as defined in Zendesk.

Chat Attribute - The chat attribute associated with this field. These attributes are defined automatically by Velaro and additionally by the pre-chat survey. The chat attibute serves two purposes for the Zendesk integration:

When a chat is first launched, the CRM system automatically searches for records using these values.
When displaying the record creation form, values on the form are pre-populated with these values.

For an example of all typical chat attribute values that are available, you should export one of your chat transcripts to XML format via Engage > Reports > and select the Export toolbar option. All the elements within the <keydata> section of the transcript are available and must match exactly.

If you have a custom field in Zendesk that you would like to store a chat transcript the chat attribute will be 'chattranscript'.

Search Settings:

The search settings allow you to designate additional fields to search and be passed directly from the chat back into Zendesk during a visitor chat.

Property Name - This is the field's property name listed in Zendesk.

Create Record Settings:

The settings allow you to designate additional fields to be sent to Zendesk when your agents create support cases and save them to Zendesk right from the Velaro chat window.

Property Name - This is the field's property name listed in Zendesk.

Field Label - This is the field's label that is displayed to the agent in the Velaro agent desktop.

Control to Render - The type of control used to collect the value for this field on the create record form from within the Velaro desktop application. Currently supported controls are:

Text Box – For string or date fields
Multi-Line Text Box – For very long strings
Check Box – For Boolean (True/False) values
Dropdown List Box - For selecting a value from a predefined list of items.
Radio Buttons

Data Type - The underlying type of the field. Currently supported are strings and numbers. The value here determine how the CRM system handles the field during record creation and searching.

Maximum Length - The maximum number characters that can be entered during record creation for the value of this field. This is usually determined by your CRM system, so consult CRM documentation for these values. This value only applies to fields of type String that use a Text Box or Multi-Line Text Box for data collection.

This field is Required checkbox - This option makes it so your agents must enter in this field before they can submit their ticket to Zendesk.

This is a Custom field within my CRM system checkbox - This option must be checked if this field mapping is going to a custom field you have created in Zendesk.

Using Zendesk in Velaro

The next time you log into your Velaro Agent Desktop to take a chat, you can see the Zendesk integration window inside the chat window.

Any tickets in Zendesk relating to this chat visitor are automatically displayed to the agents. Or you can select the Options button to search or create a new ticket.

To search your Zendesk account simply enter in your search parameters and select the Search button. The Zendesk ticket numbers and subjects are displayed in a list below for your agent to browse.

To create a new ticket select Create > Support Case and you are presented with the fields you created in Step 3 and Step 4.