Zendesk support bot8/16/2023 ![]() ![]() Upgrading to an Enterprise subscription costs $149 per agent per month and opens up access to even more advanced tools.įinally, Zendesk also allows you to build your own high-end custom plans. The Zendesk Suite comes with everything in the corresponding Support package, along with a range of extra features.Ī Professional plan costs $99 per agent per month and comes with full omnichannel support, knowledge base integrations, and powerful reporting options. All plans come with Lite versions of the Chat, Talk, and Guide modules, which you can upgrade at an extra cost. It comes with five different subscription options, with prices ranging from $5 to $199 per month. The Zendesk Support package is designed to help you track and manage customer support queries. Finally, the Connect package is custom priced and includes different features according to your needs. Sell includes powerful sales software to advance your business, Explore comes with powerful analytics tools, and Gather allows you to create your own community forum. Chat and Talk come with tools to help you manage online live chat and phone support respectively. ![]() For more details see: How to import solutions.The Guide program is designed to help you build a knowledge base and deliver automatic answers to customer queries. It achieves this by making API calls to the Zendesk Support API. How does it work?Įach flow in the solution calls its respective corresponded method to either create, update or change the status of a ticket. To reopen your ticket, type "reopen ticket" followed by the ticket id. User: Solve ticket Bot: What is your ticket id number? User: 2 Bot: Ticket #2 has been set to solved. User: Get ticket status Bot: What is your ticket id number? User: 2 Bot: The status of ticket #2 is solved. User: My computer is on fire Bot: Ticket ID #2 has been created on your behalf. User: Create ticket Bot: Describe the issue, please. Try it OutĪfter you have added the details above, you can try it out as follows: Make sure you hit Save in the top right corner each time you update a global variable field. Store them in the corresponding global variables in your Zendesk Support solution in Teneo. This is the base URL to your Zendesk organization. You can generate an end user id by creating an end user in the Zendesk Support UI and follow the agent id instructions to get the id value. This variable can be populated in the solution by supplying a value to the input parameter userId. This variable is optional and used to simulate an identified end user. In your live solution you will want to generate OAuth credentials. Using hardcoded API tokens in your solution is recommended for testing purposes only. Here you can add an API token.īe sure to copy this to your solution before selecting save as the API token will only be displayed once in the UI. In the left hand sidebar menu in the Zendesk Support UI, select Admin and in the submenu under Channels select API. This will be the default assignee for any tickets created by the bot.įollow these instructions to locate the agent user id: Zendesk Support. Use any agent email in your Zendesk organization. Below is a list of the required global variables and where you can find them in the Zendesk Support UI: Variable Name To be able to interact with the Zendesk Support API some keys and tokens need to be stored in the solution. Getting the Zendesk Suppport API Access information These instructions assume you have downloaded and imported the Zendesk Support solution. To follow these instruction you need to have the agent or administrator roles in Zendesk Support. These instructions assume you have a Zendesk Support account with an active API token. Example flowsįor each core method in the Zendesk Support integration, the solution contains a corresponding example flow: See: Opening and editing files in an external editor for more details. You can edit the class straight from Teneo by selecting the oovy file and clicking 'Open'. This allows you to easily modify or extend the class if needed. You can find the oovy file with the source code in the resource file manager of the solution. ![]() The methods make use of a class called ZendeskHelper. ![]() The solution contains a Zendesk Support backend integration with the following methods: Solution contents Zendesk Support API integration The solution contains an integration with Zendesk and example flows to create, update and check the status of tickets. The Zendesk Support example solution showcases how you can use your Teneo bot to allow end users to create and manage support tickets. ![]()
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