Info: This extension is available in the following DCs: US, EU, CN, IN, AU

Installation     

1. Go to the Zoho Cliq Marketplace and search for "Zendesk", or install it directly from this link.
2. Choose whether to install the extension for your entire organization or specific teams.
3. Accept the extension's permission requests.

Features   

Create Ticket   

• Bot menu action: Navigate to the Zendesk bot, select Create Ticket bot menu action from the composer.
  
• 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.

 Generate Summary 

 How to get your OpenAI API token   

• Go to OpenAI’s platform page
• Log in to your OpenAI account (or create one if you don’t have it).
• Click the Create new secret key button.
• Copy the key immediately – you won’t be able to see it again later.
• Example:
  sk-XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Configure summary in Zoho Cliq 

• Bot menu action: Navigate to the Zendesk bot, select Configuration -> Summary bot action from the composer.
  
• Select the Configure button in the message card.
  
• Paste the OpenAI API token with a prefix Bearer
  Example: Bearer sk-XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
• Click Configure button and your summary configuration is active for Zendesk extension.
  
• You can also Edit Token or Remove Configuration using the same bot action.
  

  View Ticket Details   

• Slash command: Type /viewticketdetails #ticketID in any conversation to view details of a particular ticket.
  
• Click View Summary button to get a summary of the ticket using OpenAI.
  

View All Tickets   

• Bot menu action: Navigate to the Zendesk bot, select View Tickets bot menu action.

• 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 View Summary and Update. You can also click the kebab icon (three dots) for more actions to perform, such as View Comments, Add Comment and Close Ticket.

• 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   

Get Notifications in Channels   

• Bot menu action: Navigate to the Zendesk bot, select Configurations -> Channel Alerts from the bot menu.

Channel Alerts  

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.

Unmap Channels  

Receive Personalized Ticket Notifications 

• Bot menu action: Navigate to the Zendesk bot, select Configurations -> My Alerts from the bot menu.
• Enable the toggle if you want to receive notifications via the bot.
• Check the boxes for the notifications you want to receive, and click Submit.
  

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.
Here, you'll find AI-generated summaries of long-overdue tickets. A pie chart on your monthly ticket reports, and your group's monthly ticket reports. You can also filter results by a custom date range.

Group Report   

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.