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.

Live Chat for Zendesk in WhatsApp

When using the "Live Chat for Zendesk" block in the WhatsApp channel, users must select a WhatsApp template.

• The selected template will be sent to the user if a new comment is received from a Zendesk agent.

• A new conversation will be created using the selected template message and assigned to the same agent who added the comment.

• This behavior is implemented due to WhatsApp's limitation on sending free-text messages after the user session window has closed.

Best Practice: Define a template message that clearly informs the user about the new comment on their ticket and encourages them to respond. When the user replies to the template message, the agent will be notified in Zendesk and can continue the conversation by adding comments with the required details.

Known behaviors

The following are some expected behaviors and limitations when integrating Zendesk with WotNot across different channels. These behaviors stem from platform restrictions and specific implementation choices to ensure optimal functionality.

• Only bold and italic text formats are supported and will be displayed correctly in WhatsApp and the web channel. Other formatting styles will not appear as they do in Zendesk due to channel restrictions.

• Agents will not be notified in Zendesk when a conversation is closed from the WotNot side.

• The "Add Link" feature in Zendesk comments will not render the URL properly on WhatsApp or the chat widget. However, if a URL is added as plain text in the message, it will be automatically converted into a clickable link.

• Internal notes added by an agent in Zendesk will not appear on the WotNot Live Chat page and will not be visible to the customer.

• Multiple attachments added in a single Zendesk comment will be sent as individual messages to the user.

• Unsupported media types in certain channels will either be discarded or not sent to the user.

• If an agent adds a comment to a closed ticket, the following will occur:

  • For WhatsApp, a new conversation will be created in WotNot with a template message.

  • For the web channel, the comment will be ignored, and no further action will be taken on WotNot’s side.