Hello ZenDesk users! We wanted to give you a quick bit of information regarding a message you may have received from ZenDesk recently. ZenDesk is making a small change to their API which will go into effect on February 13, 2014. Basically, this update will change the Description field to Read-Only. But don’t fret, friends, our developers are taking care of this for you and have implemented a simple change to pair Comments with Chat Transcripts instead of Descriptions. Everything will look the same on your end and there’s nothing you need to do. Our updated code to address this change was deployed today (January 9, 2014). […]

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Today we are happy to announce an update to our Zendesk integration that brings many new improvements and enhancements to an already awesome integration! In a nutshell things to look for are:
  • Improved custom field mapping (the ability for SnapEngage to automagically map specific data to a field in Zendesk)
  • Conditional mapping (every single mapping can now be for online, offline or both!)
  • Validation of Zendesk connection (indicator that we have successfully connected)
  • No longer need to use your password to establish a connection
Now let’s learn how to do all that! The 1st thing you will notice in your account is the notification alert above, click the link to begin the migration to the new version. […]

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Warning : The following post contains geek references and language, continue reading at your own risk! Today we’d like to announce a cool new capability for our Salesforce and Zendesk users. Operator Variable mapping! This feature allows you to enter information on the fly during a chat session and assign to a Ticket, Case, or Lead once you setup the mapping in your Integration settings. This may sound a lot like our On the Fly mapping for Salesforce, but now you can use any variable name you like taking dynamic chat variables to a whole new level! There are some really cool applications for this feature, an example: You’d like to track which of your products your website visitors are chatting with you about, so you create a Salesforce custom field “Product Name”. […]

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It is always good to keep things connected. The song, “The knee bone is connected to the leg bone, the leg bone is connected to the metatarsal bones…” sure helped me in medical school and showed me the importance of interconnectivity. (I know you are humming the song now) One way that is very important when using SnapEngage and an integration like SalesForce, Zendesk or desk.com is to make sure that the chat is connected to the proper agent. In the past we had a few work arounds that involved a couple extra steps for the admin including doing the hokey – pokey and turning themselves around. […]

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