How do I integrating with Zendesk Chat?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Integrations |
| Enables the Integrations menu and the Zendesk Chat integration tile |
Required Permissions:
Manage Integrations (
admin.integration.settings) — to authenticate, configure, and manage the Zendesk Chat integration
Prerequisites
To integrate Zendesk Chat with the evaluagent platform, your Zendesk tenant must include API client access for Chat (historically only available on the Enterprise tier from Zendesk). You can confirm what's available on your Zendesk tenant by navigating to the subscriptions tab in the Account dropdown menu within the Zendesk Admin Centre. This is typically managed by your local IT team.
Setup
Once Zendesk Chat is available on your Zendesk account, you can continue with the configuration. Within Zendesk, click the waffle menu in the top-right of the page.
You'll be presented with the option to select Chat from the dropdown menu.
Once Chat is selected, click the Settings dropdown menu, click Account, then select the API and SDKs tab followed by the Add API client button.
Fill out the client name, company, and the redirect URL. The redirect URL is shown in evaluagent on the Zendesk Chat integration's Authentication panel. If you don't see the Zendesk Chat integration in your Integrations menu, log a ticket with the evaluagent support team — support@evaluagent.com.
When you have entered all the details, click Create client — the popup will display the client ID and the client secret.
Copy the client ID and the client secret and paste them into the corresponding fields in evaluagent.
The Subdomain field will also need to be populated with your Zendesk account name.
Tip: If the address of your Zendesk account is https://abc-energy.zendesk.com, enter abc-energy into the prompt-box.
Once you click Authenticate, a popup will appear — click Allow.
_Please note: you'll need the relevant administrator permissions on your Zendesk user profile to be able to authorise an integration._
After clicking Allow, the integration is complete. You'll be directed to configure the Zendesk Chat integration.
Part 1: Choose how much ticket information will be fetched into evaluagent. You have 2 options:
Only fetch the ticket reference and any associated metadata (e.g. tags); or
In addition to this core data, fetch the full conversation thread.
By choosing the second option, you'll be able to access a copy of the full text of all interactions between customer and agent(s) as an integral part of the evaluation process.
Part 2: When evaluating tickets that contain multiple responses, you have 3 options:
Split multi-response tickets so that each response can be evaluated separately.
Split multi-response tickets so that all responses from the same agent on the ticket are grouped together so that each agent's group of responses can be evaluated separately.
Don't split multi-response tickets and assign the _full_ ticket for evaluation to any one of the agents that have responded on the ticket. By default, evaluagent assigns the ticket and any resulting evaluation to the last responding agent but you may change this to any other agent who has responded on the ticket at the point of evaluation.
Part 3: Decide how long evaluated and non-evaluated tickets remain available in evaluagent. Any contacts older than your selection will be purged and permanently deleted from evaluagent in line with our secure data storage and deletion policies.
On clicking Save, evaluagent will start fetching tickets on a regular (typically hourly) cycle.
Integrations Connected after 2 August 2022
For any integrations with Zendesk that are set up after 2 August 2022, we will only fetch tickets that have a status of _closed_ or _solved_.