Zendesk

Zendesk is a helpdesk and ticketing system for support teams. Connecting Zendesk to Resool shows each contact's Zendesk tickets next to the conversation and lets agents escalate a chat into a Zendesk ticket, with the conversation attached, or add a comment to an existing ticket without leaving the inbox. Workflows can create Zendesk tickets automatically too.

#What you can do with Zendesk

In the Inbox

• See the contact's Zendesk user (name, email and phone) and their Tickets, each with its number, status, priority and when it was last updated. Click a ticket to open it in Zendesk.
• Create ticket with a subject, description, priority and type, and optionally the whole conversation. If the contact isn't a Zendesk user yet, creating a ticket adds them.
• Add comment to one of the contact's tickets, as an internal note or as a public reply that emails the customer.
• View in Zendesk to open the user's profile in a new tab.

In Workflows

• The Create Zendesk ticket step creates a ticket for the contact, adding them to Zendesk if needed.

#Before you begin

• You need a Zendesk account where you can sign in as an admin or agent and approve apps.
• In Resool, only workspace Owners and Admins can connect apps.
• A contact needs an email address or phone number in Resool to be matched to a Zendesk user.

#How to connect Zendesk to Resool

1. Go to Settings › Apps.
2. Find Zendesk under Available now (it's on the CRM tab) and click Connect.
3. In the Connect Zendesk dialog, enter your Zendesk subdomain: the address you sign in to, like yourcompany.zendesk.com.
4. Review what Resool will be able to do after you approve: find Zendesk users by email or phone and read their tickets, create users and tickets, and add public replies and internal notes to tickets. Click Continue.

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Settings › Apps › Zendesk › Connect

The "Connect Zendesk" dialog with the "Zendesk subdomain" field filled in with yourcompany.zendesk.com, the "After you approve on Zendesk, Resool will be able to:" list, the note about revoking access in Admin Center, and the Cancel and Continue buttons.

File: screenshots/zendesk-connect-dialog.png

1. Sign in to Zendesk in the window that opens and click Allow.
2. You're returned to Resool and see Zendesk connected. The card shows your Zendesk address and the email you signed in with, and a Disconnect button. Zendesk has no extra settings in Resool.

#How to use Zendesk in the Inbox

1. Open a conversation in the Inbox and click the Zendesk icon in the contact details rail. Resool looks up the Zendesk user by email or phone number.
2. Review the contact's Tickets. If there's no Zendesk user yet, you see No Zendesk user has this email or phone number. with the hint Creating a ticket adds them to Zendesk.

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Inbox › open a conversation › Zendesk icon in the contact details rail

The Zendesk panel for a matched user: Name, Email, Phone, "Tickets (2)" with two tickets showing subject, status badges (Open, Pending), ticket number, priority and "Updated 2 hours ago", and the Create ticket, Add comment and View in Zendesk buttons.

File: screenshots/zendesk-inbox-panel.png

#Create a ticket

1. Click Create ticket.
2. Fill in Subject and Description, and pick a priority (Low, Normal, High, Urgent) and a type (Question, Incident, Problem, Task) if you want.
3. Turn on Include the conversation to add the chat transcript to the ticket.
4. Click Create ticket. You see Ticket created in Zendesk with an Open link.

The description is added as an internal note, so the customer isn't emailed when the ticket is created.

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Inbox › open a conversation › Zendesk panel › Create ticket

The inline ticket form with Subject and Description filled in, Priority set to High, Type set to Incident, "Include the conversation" turned on, the hint about the internal note, and the Cancel and Create ticket buttons.

File: screenshots/zendesk-create-ticket.png

#Add a comment to a ticket

1. Click Add comment (shown when the contact has tickets).
2. Pick the Ticket and write your comment.
3. By default the comment is an internal note for your Zendesk team. Turn on Public reply (emails the customer) to send it to the customer instead.
4. Click Add note or Send reply.

#How to create Zendesk tickets from Workflows

1. Open a workflow and add a step. Under Apps, choose Create Zendesk ticket.
2. Fill in Subject (you can use variables such as the contact's name) and Description.
3. Optionally set Priority and Type, and turn on Add the conversation to the description.
4. Publish the workflow. When the step runs, it creates a ticket for the contact and adds them to Zendesk if needed.

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Workflows › open a workflow › Create Zendesk ticket step

The step settings with Subject containing a contact-name variable, a Description, Priority and Type dropdowns, and the "Add the conversation to the description" switch on.

File: screenshots/zendesk-workflow-step.png

If Zendesk isn't connected, the step shows Connect Zendesk with a link to the Apps page.

#How to disconnect Zendesk

1. Go to Settings › Apps and click Disconnect on the Zendesk card.
2. Confirm in the Disconnect Zendesk? dialog.

Resool revokes its Zendesk access, and workflow steps that create Zendesk tickets stop working until you connect again. You can also revoke Resool's access at any time in Zendesk under Admin Center › Apps and integrations › OAuth clients.

#FAQ and troubleshooting

#I see "Couldn't reach that Zendesk account. Check the subdomain."

What you can do:

• Enter the exact address you sign in to, such as yourcompany.zendesk.com.
• Don't use a custom help center domain; use the zendesk.com address.

#I see "Zendesk didn't allow this. Sign in as a Zendesk admin or agent and try again."

The Zendesk user you signed in with can't approve apps or create tickets. Connect again with an admin or agent account.

#Does the customer get an email when I create a ticket?

No. The description is added as an internal note. Customers are emailed only when you add a comment with Public reply (emails the customer) turned on.

#Why don't I see Create ticket or Add comment?

Your role doesn't allow managing contacts. Ask an Owner or Admin to change your role, or ask a teammate who can.

#Does Resool sync Resool tickets with Zendesk?

No. Resool's own tickets and Zendesk tickets are separate. The Zendesk panel shows and creates Zendesk tickets only.

#What's next?

• Getting started with apps
• Workflow steps
• Tickets overview
• HubSpot