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[Extension] How to use the Zendesk extension in Blip

  • Updated

  1. Introduction

  2. Features

  3. Prerequisites

  4. Installation and setup

  5. Send additional information to the ticket

  6. Send active messages via Zendesk

  7. Support

Brief description: Handle contacts arriving through Blip using Zendesk. Each handoff to human support creates a ticket, with real-time message synchronization and sending of active WhatsApp messages.

 

Introduction

The Zendesk extension uses Zendesk as the human support channel for Blip, replacing Blip Desk. When a contact is routed to human support in your flow, the extension creates a ticket in Zendesk with the conversation history, and the agent responds using the tool they already use. The responses are sent back to the customer in real time, on the same channel where they started the conversation.

For example, a customer chats with the bot on WhatsApp and asks to speak to an agent. The extension opens a ticket in Zendesk, the support team replies there, and the customer receives everything on WhatsApp without switching tools. The extension also sends active WhatsApp messages directly from Zendesk to reengage a contact or launch a campaign using message templates approved in Blip.

To see the full setup in a video, watch the tutorial with demonstration:

 

Features

  • Creates a ticket in Zendesk for each handoff to human support, importing the conversation history as comments.

  • Synchronizes messages bidirectionally in real time: what the agent replies in Zendesk reaches the contact, and what the contact sends becomes a comment on the ticket. Attachments and media are converted both ways.

  • Automatically closes and reopens the support session. When the ticket is resolved in Zendesk, the support session closes in Blip, and vice versa.

  • Synchronizes contact data as a Zendesk user (name, email, phone, details, and notes).

  • Customizes the ticket with subject, group, tags, and custom fields defined in the flow.

  • Sends active messages through Zendesk using WhatsApp message templates approved in Blip, individually or in bulk.

  • Provides app panels inside Zendesk on the ticket sidebar, user sidebar, and top bar.

Supported on the following channels: all channels with human support in Blip. Sending active messages via Zendesk uses WhatsApp message templates.

Note: Sending media and attachments via WhatsApp follows the formats and limits defined by Meta.

 

Prerequisites

  • An active Zendesk account and its subdomain. The subdomain is the part before .zendesk.com. For example, in wivhelp.zendesk.com, the subdomain is wivhelp.

  • Administrator permission in Zendesk. Installation can only be completed by an admin user.

  • A bot with human support flow configured in Builder.

  • For active messages: WhatsApp channel configured, routing bot configured, and at least one approved message template in Blip.

 

Installation and setup

Install the extension on the bot responsible for human support, the same bot that has the support flow in Builder. The extension is available as Zendesk in the Blip Store, with a free 10-day trial and unlimited access.

  1. Access the Blip Portal and enter the desired bot.

  2. Open the Blip Store and search for Zendesk.

Resultado da busca por Zendesk na Blip Store, com a extensão listada

  1. Select the extension and click Start free trial to install it on the bot. The extension will appear among the installed ones.

  2. Open the extension configuration screen.

Extensão Zendesk entre as instaladas, com a opção de abrir a tela de configuração

  1. Enter your Zendesk account subdomain and click Sign in with Zendesk. A Zendesk login window will open.

Tela de configuração da extensão com o campo de subdomínio e o botão Entrar com Zendesk

  1. Log in with an administrator user and authorize the requested permissions. These are used to create and update tickets, users, triggers, and webhooks between Blip and Zendesk.

Janela de login do Zendesk para autenticação com usuário administrador

Tela de autorização das permissões solicitadas pela extensão no Zendesk

  1. Define the connection options before activating. The screen shows what each field does.

Opções de conexão da extensão, com Utilizar Proxy de Conexão (IP Fixo) e Classificar origem como Web Service (API)

  • Use Connection Proxy (Fixed IP): routes requests to Zendesk through a proxy with a fixed IP. Enable only if your Zendesk account has IP restriction (allowlist in Security settings). When enabled, whitelist the IP 34.226.98.241 in Zendesk's allowlist. This extra hop may increase latency, so keep this option unchecked if your account does not use IP restriction.

  • Classify origin as 'Web Service (API)': changes the origin of support sessions from "Chat" to "Web Service (API)". This separates integration traffic from native Chat metrics in Zendesk Explore and prevents triggers configured for the "Chat" channel from firing with this traffic. This option is checked by default. Uncheck only if you want these sessions to count as "Chat" in reports and triggers.

  1. Click Activate extension. The extension automatically configures what is needed in Zendesk: installs the app, creates the webhook, triggers, and the custom control field, and starts using Zendesk as the support channel instead of Blip Desk.

Tela de configuração da extensão Zendesk com o botão Ativar extensão em destaque

Confirmação de que a extensão Zendesk foi ativada e configurada

 

Configure human support in Builder

The extension reuses the same handoff to human support from Blip Desk, so the flow only needs one human support block configured.

  1. In Builder, open the desired flow.

  2. Create or locate the human support block. When the contact reaches this block, the extension creates the ticket in Zendesk.

Fluxo aberto no Builder com o bloco de atendimento humano  Bloco de atendimento humano selecionado no fluxo do Builder  Detalhe do bloco de atendimento humano configurado no Builder

  1. Publish the flow. Any change in the flow requires republishing in Builder.

 

Send additional information to the ticket

You can enrich the ticket created in Zendesk with data defined in the flow before the human support block. These fields are optional. Without them, the ticket is created with the contact data already available in Blip.

  1. Create or select a block before the human support, for example, a Forward block.

  2. Go to Actions and click Set contact.

Aba Ações de um bloco no Builder com a ação Definir contato

  1. Add the desired keys with their respective values and save the block. Write the keys exactly as below.

Available fields are:

  • zendeskSubject: sets the ticket subject. Example: Technical support request.

  • zendeskDetails: records additional details about the contact in the Zendesk user. Example: Customer reported difficulty accessing the portal.

  • zendeskNotes: adds notes to the ticket user. Example: Priority customer.

  • zendeskGroupId: sets the Zendesk group ID that receives the ticket. Example: 123456789.

  • zendeskTags: adds tags to the ticket. Separate multiple tags with commas. Example: support,vip_customer,whatsapp.

  • zendeskCustomField_{id}: fills a custom ticket field. Replace {id} with the field ID in Zendesk, such as zendeskCustomField_123456789. The value must follow the format expected by the field.

Ação Definir contato com as chaves e os valores do Zendesk preenchidos no Builder

Example configuration

Before the human support block, you can set the extras like this:

zendeskSubject = Technical support

zendeskGroupId = 123456789

zendeskTags = support,whatsapp

zendeskDetails = Customer requested help accessing the system

When forwarding the contact, the ticket is created in Zendesk with this information.

Bloco anterior ao atendimento humano com os campos do Zendesk definidos no Builder

In the test, the contact is forwarded to human support:

Conversa de teste sendo encaminhada para o atendimento humano

And the ticket appears in Zendesk with the defined data:

Ticket criado no Zendesk com o histórico da conversa importado

Detalhe do ticket no Zendesk com assunto, grupo e tags aplicados

 

Send active messages via Zendesk

The extension sends active messages through Zendesk using WhatsApp message templates approved in Blip. First, enable the templates that agents will be able to use.

Enable templates in Blip

  1. In Blip, go to the Support tab and enter Message templates.

  2. Locate the desired template and enable it for agent use. Confirm that it is active and approved.

Lista de modelos de mensagem na aba Atendimento da Blip

Change the status of the template you want to make available.

Alteração do status de um modelo de mensagem para habilitá-lo aos atendentes

For detailed instructions on configuring templates, see Message template configuration.

 

Send via Zendesk

  1. Access Zendesk and open a ticket.

  2. Click the WhatsApp icon.

Ticket no Zendesk com o ícone do WhatsApp para enviar mensagem ativa

  1. Select the available template, fill in the required variables, and confirm sending.

You can send from two places:

  • From the ticket or user sidebar, for individual sending, with the phone number already filled in from the contact.

  • From the top bar, for individual or bulk sending. Bulk sending accepts a CSV file in Blip format and is available only to Zendesk administrators.

If the message generates a ticket within the next three days, it is routed to the agent who sent it.

See the active message demonstration:

 

Support

If you have questions or problems with the extension, contact us by email at support@wiv.com.br.

 


Need more help? Explore our content at the Blip Academy or Blip Community, watch tutorials on our YouTube channel or ask your questions in our support channel 😃

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