Tag Archives: zendesk

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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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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Our customers are saying that we already have a deep integration with Zendesk, but today we are happy to release an even tighter integration: Now every time that one of your Zendesk contact starts a live chat from your website, SnapAbug automatically retrieves up to date contact information from your Zendesk help desk. Your customers will love the personal touch when you call them by their real name or remember the last time they contacted your help desk. And it will also be easier for your agents to retrieve previous tickets. See our updated Zendesk integration page for more details. And as always, let us know how we can make SnapABug better for you. […]

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It is now possible to assign Zendesk tag values while in a chat. Imaging that you are chatting with one of your website visitor and you want to flag this specific request as a lead in Zendesk for later follow-up. You can now type /tag = lead in your preferred instant messaging client and the Zendesk ticket will automatically be tagged with the “lead” keyword. Now if you couple this capability with Zendesk custom Triggers, you get a very flexible system… Here is the generic documentation: To assign Zendesk tags during a chat, support agents can type: /tag = {tagValues}. […]

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ZenDesk is a help desk platform that simplies the customer support management process for both the enterprise and the customer. Using SnapEngage with Zendesk, you can now receive the remote screenshot and detailed information captured by SnapEngage in your Zendesk support requests directly and help your customers faster. Here is how a support request generated by SnapEngage looks like in Zendesk: Configuring SnapEngage for Zendesk: 1. Sign Up 2. Define how you want the button to look like, grab the javascript code from the configurator and place it on your website 3. In the “configuration” tab, select the action “create a Zendesk support request” That’s it. […]

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