Zendesk
Zendesk is a customer service and sales platform that helps businesses manage customer interactions across various channels. By integrating Zendesk with Zoho Cliq, you'll be able to manage your tickets and view your group reports.
Info: This extension is available in the following DCs: US, EU, CN, IN, AUInstallation
- Choose whether to install the extension for your entire organization or specific teams.
- Accept the extension's permission requests.
Features
Create Ticket
- Bot menu action: Navigate to the Zendesk bot, click the bot icon in the composer, then select Create Ticket from the bot menu.
- Widget: Open the Zendesk widget, go to the All Tickets tab, and click the Create Ticket button at the top-right corner.
- Message Action: Hover over a message you want to convert into a task, click the kebab icon (three dots), select More, search for Zendesk, and click Create Ticket.
- Slash command: Type /createticket in any conversation, press Enter, and fill out the form that appears with the following details:
- Subject
- Description
- Groups
- Assign a user to the ticket
- Priority
- Status
- Ticket type
Note: If the ticket type is an incident, the user will be alerted through a bot voice alert.
View Ticket Details
- Slash command: Type /viewticketdetails #ticketID in any conversation to view details of a particular ticket.
View All Tickets
- Bot menu action: Navigate to the Zendesk bot, click the bot icon in the composer, then select View Tickets from the bot menu.
You'll find three options to choose from: Open, Pending, and Assigned to me.
- Open Tickets
Here you'll find all the open tickets in Zendesk.
- Pending Tickets
Here you'll find all the pending tickets in Zendesk.
- Assigned to me
Here you'll find all the open tickets assigned to you.
- Widget: Open the Zendesk widget, go to the All Tickets tab. From here, you'll be able to view all the tickets of a particular group in Zendesk.
Each ticket will be displayed in the form of a message card with details and actions to perform, such as Close Ticket and Update. You can also click the kebab icon (three dots) for more actions to perform, such as View Comments and Add Comment.
- Filter: You can filter out the ticket you're searching for by the type of ticket, status of the ticket, and assignee.
- Switch Group: To view the tickets of other groups, you can use the Switch Group button in the top-right corner.
- Slash command: Type /viewdetails in any conversations and you can view tickets assigned to you, open and pending.
View My Tickets
Widget: Open the Zendesk widget, go to the My Tickets tab, and you'll be able to view all the tickets assigned to you in Zendesk.
View Details of a Particular Ticket
- Slash command: Type /viewticketdetails #ticketID in any conversation to view the details of that specific ticket.
Get Notifications on Channels
You can get notifications on Zendesk tickets in any channel or chat.
- Bot menu action: Navigate to the Zendesk bot, click the bot icon in the composer, then select Notifications from the bot menu. Here, you'll have two options: Map channels and Unmap channels.
Map Channels
Using this option, you'll have to map a channel with a group. All the ticket notifications from the group will be posted in the particular channel. You can also enable bot alerts and bot voice alerts for a group notification. When you enable bot alerts, all the notifications on the group tickets will also be posted in the Zendesk bot.
When you enable bot voice alerts, you'll receive bot voice alerts only for the tickets whose type is Incident. You can also assign users who will be receiving the bot voice alert.
When you enable bot voice alerts, you'll receive bot voice alerts only for the tickets whose type is Incident. You can also assign users who will be receiving the bot voice alert.
Unmap Channels
When you click Unmap Channels, mapping details with a list of mapped channels will be posted in the bot. You'll have two actions that you can perform: Unmap to unmap the channel from the group and Update to map the group to a different channel.
Report of your Tickets
Widget: Open the Zendesk widget, go to the Group Report tab, and you'll be able to view the report of your tickets in the form of a pie chart and tabular column.
You'll view the count and percentage of the tickets based on their status to track your progress.
You'll view the count and percentage of the tickets based on their status to track your progress.
Group Report
Widget: Open the Zendesk widget, go to the Group Report tab, and click the Group Report button in the widget. Here you'll be able to view the top three ticket closers and a report of all the tickets of the group in the form of a pie chart and tabular column. You'll view the count and percentage of the tickets based on their status to track the progress.
You can also use the Switch Group button in the View All Tickets tab to view the report of a different group.
Clear Database
Note: This option is available only for the Cliq admin.
Notifications on a ticket will be posted in the threads. So if you need to clear past outdated ticket notifications, you can do the following:
- Widget: Open the Zendesk widget, go to the Group Report tab, and click the Clear Database button. Select which past data you'd like to clear and whether you want to clear all the thread data or closed threads, and click Clear.
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