Ultimately, when comparing Zendesk Chat to other live chat platforms, unless you’re already using, or planning to use the full suite of Zendesk products, Zendesk Chat is not the product you’re looking for. However, you need to know that you will not just be purchasing Zendesk Chat if that’s the case. None of this is to say that you can’t build an awesome chatbot and very useful set of business tools with Zendesk Chat and other Zendesk products. If you want an actual chatbot, you’ll need a developer to build it using Zendesk’s ‘Conversations API’ and third-party AI-powered chatbot providers. Out of the box, so to say, Zendesk Chat is a live chat widget that you’ll need a human to operate. Unfortunately, with a little knowledge and a calculator, you’ll quickly find that this is one of the most expensive chatbot options out there.įor starters, Zendesk Chat doesn’t come with a chatbot. Now, there a lot of reviews online for Zendesk Chat, and many of them say it’s an affordable product with a reasonable pricing plan. Zendesk Chat was once Zopim, which was a popular chat tool for its time and was acquired rather quickly by Zendesk. Zendesk Chat uses live chat as a communication feature and is an add-on product that’s part of the Zendesk product suite. For more details see: How to import solutions.Zendesk Chat Review - Summary What is Zendesk Chat? It achieves this by making API calls to the Zendesk Support API. How does it work?Įach flow in the solution calls its respective corresponded method to either create, update or change the status of a ticket. To reopen your ticket, type "reopen ticket" followed by the ticket id. User: Solve ticket Bot: What is your ticket id number? User: 2 Bot: Ticket #2 has been set to solved. User: Get ticket status Bot: What is your ticket id number? User: 2 Bot: The status of ticket #2 is solved. User: My computer is on fire Bot: Ticket ID #2 has been created on your behalf. User: Create ticket Bot: Describe the issue, please. Try it OutĪfter you have added the details above, you can try it out as follows: Make sure you hit Save in the top right corner each time you update a global variable field. Store them in the corresponding global variables in your Zendesk Support solution in Teneo. This is the base URL to your Zendesk organization. You can generate an end user id by creating an end user in the Zendesk Support UI and follow the agent id instructions to get the id value. This variable can be populated in the solution by supplying a value to the input parameter userId. This variable is optional and used to simulate an identified end user. In your live solution you will want to generate OAuth credentials. Using hardcoded API tokens in your solution is recommended for testing purposes only. Here you can add an API token.īe sure to copy this to your solution before selecting save as the API token will only be displayed once in the UI. In the left hand sidebar menu in the Zendesk Support UI, select Admin and in the submenu under Channels select API. This will be the default assignee for any tickets created by the bot.įollow these instructions to locate the agent user id: Zendesk Support. Use any agent email in your Zendesk organization. Below is a list of the required global variables and where you can find them in the Zendesk Support UI: Variable Name To be able to interact with the Zendesk Support API some keys and tokens need to be stored in the solution. Getting the Zendesk Suppport API Access information These instructions assume you have downloaded and imported the Zendesk Support solution. To follow these instruction you need to have the agent or administrator roles in Zendesk Support. These instructions assume you have a Zendesk Support account with an active API token. Example flowsįor each core method in the Zendesk Support integration, the solution contains a corresponding example flow: See: Opening and editing files in an external editor for more details. You can edit the class straight from Teneo by selecting the oovy file and clicking 'Open'. This allows you to easily modify or extend the class if needed. You can find the oovy file with the source code in the resource file manager of the solution. The methods make use of a class called ZendeskHelper. The solution contains a Zendesk Support backend integration with the following methods: Solution contents Zendesk Support API integration The solution contains an integration with Zendesk and example flows to create, update and check the status of tickets. The Zendesk Support example solution showcases how you can use your Teneo bot to allow end users to create and manage support tickets.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |