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How to integrate Zendesk as a Blip customer service channel (Replacing Blip Desk)

  • Updated

Index:

  1. Introduction
  2. How it works?
  3. Installation and Configuration
  4. Initial configuration in Blip
  5. Builder configuration
  6. Sending active messages via Zendesk
  7. Demo
  8. Support

 

Introduction

Zendesk is an extension that allows for the optimization of customer service and centralization of communication channels, enabling contacts from a human service bot to be managed through tickets in Zendesk. 

 

This extension is paid and developed by the company White Wall.

 

How it works?

The Zendesk extension offers the following functionalities: 

  • Ticket submission for customer service;
  • Customer service through the tool you already use;
  • Active messages for re-engaging a ticket;
  • Bulk messaging.

 

Installation and Configuration

First, log in and enter your password on the Blip platform. 

 

Then, go to the Blip Store tab and search for Zendesk. Select the extension and install it in the desired bot.

 

 

Initial configuration in Blip

After installing the extension in the bot, access the initial configuration screen. Enter your company's subdomain, which is found in the Zendesk URL, as shown in the example below.

 

 

After entering the subdomain, click Log in with Zendesk.

 

 

After that, you can choose to enable or disable the use of a static IP. Click on “Enable extension”.

 

 

Usage examples

Builder configuration

The extension works similarly to Blip Desk; you only need to configure the Human Assistance box in the Builder.

 

If you want to send other information to Zendesk, you can do so through the contact extras, right before the block to send to human assistance.

 

 

Click on “Actions”. This will open another block on the right. Click on “Set Contact”. 

 

 

In this section, you can configure the information that will be sent to Zendesk. If left blank, it automatically forwards the data extracted from WhatsApp.

 

The data that can be modified are:

zendeskSubject - The subject of the ticket that will be created.

zendeskDetails - The user's ticket details.

zendeskNotes - The user's ticket notes.

zendeskGroupId - The group ID to which the ticket will be sent.

zendeskTags - Tags to be included in the ticket, separated by commas.

zendeskCustomField_{id} - Customized ticket field, defined by the ID presented in Zendesk.

 

Extras Key Extras Value
zendeskSubject The subject of the ticket that will be created.
zendeskDetails Ticket user details.
zendeskNotes Ticket user notes.
zendeskGroupId Group ID to which the ticket will be sent.
zendeskTags Tags to be included in the ticket, should be separated by commas.
zendeskCustomField_{id} Customized ticket field, defined by the ID presented in Zendesk.

 

Example:

 

Sending active messages via Zendesk

In Blip, click on the support tab and look for the “Message Models” tab.

 

It will contain all the active message models that can be sent to customers. You can configure whether agents can send each model or not.

 

 

Change the status of the message model you prefer to use.

 

 

Then, return to the Zendesk window. Click on the WhatsApp icon, and you will see that the information is already connected to the platform. 

 

 

You can respond “Individually” or in “Bulk”.

Demo

Demo - Active Message

Complete Tutorial + Demo

 

Support

If you have any questions or encounter any issues with the extension, please contact us by email at support@whitewall.dev or via our website https://whitewall.dev/extensoes/extensao-zendesk.



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