Zendesk

Create tickets, fetch ticket status and perform live chat from Zendesk.

Available on the STARTER plan and above.

Zendesk is a popular ticketing system used by many organizations. With WotNot's Zendesk integration, you will be able to perform the following actions:

1. Create tickets

2. Get ticket status

3. Live chat on Zendesk

Create tickets

Using this action block, after collecting information from users, your chatbot can create a ticket on Zendesk and acknowledge the user with the created ticket number.

For example, you are creating an IT support chatbot that:

• Collects user's email address

• Category of the problem (Hardware, Software, Networking, Something else...)

• Sub-category of the problem (PC not starting, PC stuck ...)

• Description of the problem

• Files/images to be attached

and creates a ticket on Zendesk after collecting these details.

Step 1: Connect your Zendesk account

Connect your Zendesk account by clicking on “+ Add account”, and choose it from the dropdown.

• Account name - General name for this account.

• Helpdesk URL - Domain on your Zendesk account i.e. https://wotnot2535.zendesk.com

• Zendesk account email - An administrator's email address. It will be used to configure WotNot's webhook on Zendesk (used for live chat for Zendesk).

• API token - API token created on Zendesk. Follow these steps

Step 2: Configure the fields

Map the Zendesk fields on the left column with the respective WotNot variables which contain its data.

Make sure that you configure all the mandatory fields of your Zendesk account here. Otherwise, tickets may not be created due to missing field information.

Step 3: Acknowledge the user

Choose the variable in which the Zendesk ticket ID will be stored when the ticket is successfully created on Zendesk.

Then use that variable to draft the success message like "Your ticket #ticket_id# has been created!".

Get ticket status

Using this action, you can fetch the status of a ticket from Zendesk. This helps users be informed of the progress being made on their tickets.

Step 1: Connect your Zendesk account

Connect your Zendesk account by clicking on “+ Add account”, and choose it from the dropdown.

• Account name - General name for this account.

• Helpdesk URL - Domain on your Zendesk account i.e. https://wotnot2535.zendesk.com

• Zendesk account email - An administrator's email address. It will be used to configure WotNot's webhook on Zendesk (used for live chat for Zendesk).

• API token - API token created on Zendesk. Follow these steps

Step 2: Save the response

In order to fetch the status of a ticket, we need to first collect the ticket number from the user.

Use a "Collect input" action block to collect and store the ticket ID into a variable.

Then choose that variable in the Zendesk action block and choose the list of fields you want to save.

For example, you want to save the "Status", "Last updated" fields and send a acknowledgement message to the user saying "The status of your #ticket_id# is #ticket_status#. It was last updated on #last_updated#".

Live chat

With this action block, users can seamlessly engage in live conversations with your agents directly from the Zendesk portal.

This eliminates the need for agents to access WotNot live chat, allowing them to communicate with users through ticket pages using comments.

Step 1: Connect your Zendesk account

Connect your Zendesk account by clicking on “+ Add account”, and choose it from the dropdown.

• Account name - General name for this account.

• Helpdesk URL - Domain on your Zendesk account i.e. https://wotnot2535.zendesk.com

• Zendesk account email - An administrator's email address. It will be used to configure WotNot's webhook on Zendesk (used for live chat for Zendesk).

• API token - API token created on Zendesk. Follow these steps

Step 2: Mapping the required fields to create a ticket

In order to start a new live chat, the system needs to first create a ticket and assign it to your agent.

Hence, map the Zendesk fields with the WotNot variables required to create a ticket on Zendesk.

Make sure that you configure all the mandatory fields of your Zendesk account here. Otherwise, tickets may not be created due to missing field information.

When the ticket is created on Zendesk, based on your Zendesk automation rules, the ticket will be auto-assigned to an agent.

Step 3: Setup the acknowledgement messages

When the ticket is successfully created on Zendesk, you can choose the variable where the ticket ID is to be stored, and define a acknowledgement message like:

Your ticket #ticket_id# has been created.

Our agent will be with you shortly.

If the agent to whom the ticket is assigned on Zendesk is not present on WotNot, the system will automatically add that person as a user on WotNot with an "Agent" role.