LiveHelp integration with Zendesk allows you to keep chat communication with customers in one place.
Using this integration, you will be able to forward your offline messages from customers directly to Zendesk, create Zendesk tickets on-the-fly during chats with customers.
In order to install this integration, go through the following steps:
Login to the Zendesk website.
Navigate to the settings page by clicking gear icon in left bottom corner of zendesk website.
Select API from the Channels section.
In the settings tab check Token Access checkbox. This will generate security token. Press Save button to save changes.
In LiveHelp integration section fill the required fields.
Also you can set the next options:
Send all transcripts automatically - when chat has finished a chat transcript will be added as ticket.
If you selected Yes then next options will be availabled:
- Mark ticket as New|Open|Pending|Solved - created ticked will be marked with selected.
- Automatically assign tickets to the Zendesk agent with the same email address as the Livehelp agent
Send offline messages automatically - when visitor send offline message it will added as ticket to Zendesk.
If you selected Yes then next option will be availabled:
- Mark ticket as New|Open|Pending|Solved - created ticked will be marked a with selected.
Press Connect button.
After checking you credentials, the information about integration will be saved.
Information about visitor in the chat window
When your Zendesk customer starts a chat, he or she will be recognized and the stored information about the customer will be automatically placed in the chat window.
Adding tickets through chat
Also you have an ability to create ticket with chat transcripts manually.
For adding a ticket to Zendesk, you need to click on special button in chat window header and then on Add to Zendesk.
A special page will be opened where you can create a ticket or attach chat transcript to existing end-user.