Zendesk integration, a single view of your clients experience
Solve provides tight integration with Zendesk, a professional-grade web-based help desk software with an elegant support ticket system and a self-service customer support platform.
Imagine your sales team knowing what support requests the service team worked on for the client at-a-glance, before they make a call. This would naturally trigger them to tailor their conversation around the client’s experience with your company. In the same light, how much time will be saved when the support team has the client’s vitals right inside their Zendesk dashboard?
This integration enables Solve users to create a one-to-one connection with their Zendesk account, linking their CRM with their online support portal. With Solve’s flexible, easy-to-use system tied directly into Zendesk’s help desk ticket processing, users will save time by accessing relevant information without leaving their primary application. The Zendesk-Solve integration gives your team a truly holistic view of their customers, and it’s drop-dead simple to enable and use.
You may need to control which users have access to the Zendesk information, so we’ve made sure you have the necessary control. Setting this up only takes a minute, so let’s give it a spin …
One-time tasks to hook them up
Step 1 - Allow Solve to connect to Zendesk
As the administrator, login to Solve and follow: Solve menu (top right) > Add-ons > Zendesk > Add > enter your Zendesk subdomain > Update. This is the Zendesk subdomain all users will use (saves each user from entering it themselves).
Step 2 - Have each Solve user prove they have access to Zendesk data
Add a Zendesk activity to a contact, company or project blog page
The first time a Solve user accesses the Zendesk feature, they will be asked to prove they have access to the Zendesk data. Have them enter their Zendesk login information and click on the “Authorize” link. The Zendesk API token is located at: Zendesk > Settings > Channels > API > Edit > Token Access. If you’re using the new “Lotus” interface the API token is located at: Admin Home (gear icon) > Channels > API > Token Access.
Step 3 - Install the Solve-Zendesk Widget within the Zendesk workspace
Zendesk offers two user interfaces: a new one called “Lotus” and the original. For the new …
- Zendesk > Scroll to the bottom of the page > click the “gear” icon (lower left of the screen)
- Under APPS click “Marketplace”
- Search/scroll to locate the Solve app > Solve > Install App
- Enter your Solve email and API token information (found under Solve menu (top right) > My Account > API Token)
- Click “Install”
And for the original UI:
- Zendesk > Settings > Extensions > Add Widget > Custom
- In the title field enter “Solve by Norada”, copy the contents of this page (i.e. not just the link to the page) and paste the text into the widget’s Content field.
- Create Widget > Submit
- Manage > People > Open a user
- Edit widgets on this page > Solve by Norada
- Enter your Solve email address and token (found under Solve menu (top right) > My Account > API Token)
Getting down to everyday business
With the one-time tasks completed Solve users can begin matching up their Solve records with Zendesk users. The Solve page will now show the existing ticket details, ticket comments and links to create new tickets.
Once a Solve user has made the connection for a Zendesk activity, other users will not have to make the connection again. The Zendesk information will be visible to any user in Solve who has the credentials to access the Zendesk data.
In Zendesk, tickets are requested by users (Zendesk contact records). Those users can be related to a Zendesk organization (Zendesk’s company record) providing an overall view of all support activity for that company. In Solve you can link the Solve Zendesk activity to a Zendesk organization and as you’d expect it will display all the tickets for users in that company.
With the Zendesk Widget installed, your support team now has direct access to important client details including any custom data saved in Solve, all from within their Zendesk console.