Zendesk Support

Zendesk is a customer support system for tracking, prioritizing, and solving support tickets.

By integrating 8x8 Chat Apps product into Zendesk Support you get the best on both products, a simple and unique Chat Apps API with no deployment needed, as well as the best customer service front end, with advanced configurations available.

Some use cases

• Send and receive notifications about ticket updates from different Chat apps channels(Whatsapp, Viber, Zalo, Line, 2-Way SMS and more)

Product scope

• Zendesk Support

What you'll need

• A 8x8 account with Chat Apps enabled
• Your Zendesk Support account with Team Plan

Integrating Chat Apps

1. Assuming you are already logged into your Zendesk account. Enable your tags by going to Settings, then Tickets.

2. Create a new view, in order to have a different inbox for these tickets (go to Settings, then Views), this will also create a new tag for tickets coming from 8x8 (make sure to input a new tag here, ChatApps for example):
   
   

3.Create a new 8x8 Webhook in Zendesk

a. From your Zendesk account, go to the Admin section
b. Go to "Settings".
c. Select "Apps and integrations".
d. Select Webhook
e. On the top right corner, click "Actions" and select "Create webhook"
f. Give a name to the Webhook (ex: “8x8 Chat Apps”)
g. In the Endpoint URL section enter:
https://api.wavecell.com/webhook/zendesk/{YOUR_SUBACCOUNT_ID}?accessKey= srCUHbcYumHyxLxWmQjYfKWeg0qiRsEXfTHz640tClF032XxFpgnyzge7O
h. In Request method select "POST"
i. In Request format, select "JSON"
j. In the Authentication section, select "None" and find this "API Key" in 8x8 connect.

10. Click "Create"

📘

URL For Webhook

The URL to be used is:
https://api.wavecell.com/webhook/zendesk/{YOUR_SUBACCOUNT_ID}?accessKey= srCUHbcYumHyxLxWmQjYfKWeg0qiRsEXfTHz640tClF032XxFpgnyzge7O

4. Create two new triggers (go to Settings, then Triggers):
   
   
   You can also find more info here:
   https://support.zendesk.com/hc/en-us/articles/203662106-Setting-up-automatic-ticket-updates-and-notifications-with-triggers
   
   
   a. 1st trigger "Chatapps new public comment"
   
   

{
"event": "newComment",
"ticketUrl": "{{ticket.link}}",
"ticketId": "{{ticket.id}}",
"ticketStatus": "{{ticket.status}}", "ticketExternalId": "{{ticket.external_id}}", "createdAt": "{{ticket.created_at_with_timestamp}}", "updatedAt": "{{ticket.updated_at_with_timestamp}}", "lastPublicComment": {
"authorName": "{{ticket.latest_public_comment.author.name}}",
"authorId": "{{ticket.latest_public_comment.author.id}}",
"authorExternalId": "{{ticket.latest_public_comment.author.external_id}}",
"createdAt": "{{ticket.latest_public_comment.created_at_with_time}}",
"text": "{{ticket.latest_public_comment.value}}", "attachments":[
{% for attachment in ticket.latest_public_comment.attachments %}
{ "fileName": "{{attachment.filename}}", "url": "{{attachment.url}}" } {% if forloop.last == false %},{% endif %}
{% endfor %} 
    ]
  } 
}

b. 2nd trigger "Chatapps status changed"

{
"event": "statusChanged",
"ticketUrl": "{{ticket.link}}",
"ticketId": "{{ticket.id}}",
"ticketStatus": "{{ticket.status}}", 
"ticketExternalId": "{{ticket.external_id}}", 
"createdAt": "{{ticket.created_at_with_timestamp}}", 
"updatedAt": "{{ticket.updated_at_with_timestamp}}"
}

5. Once this is done, you need to send 8x8 the following information:

a. URL, the path to customer zendesk api: https://{YOUR_SUBDOMAIN}.zendesk.com/api/v2

b. Email, of user who will be used to access zendesk, required permissions: create and
update tickets, create end users. This is the email registered in your Zendesk.

c. ApiToken, your Zendesk ApiToken for the user with the previous email address.

d. TicketTag, Ticket tag which will be automatically added to tickets created by Zendesk
broker (chatapps, for instance)

e. DefaultTicketSubject, the subject which will be used for new ticket when the discussion starts
from the image, not from the text message.