🔍 What You Can and Can’t Do with Zendesk on ViaSay

Discover the capabilities and limitations of integrating Zendesk with the ViaSay platform. In this section, we’ll walk you through the features you can leverage to manage customer support efficiently, as well as the functionalities that are not available within this integration.

• TICKETING

  1. Zendesk Plan for Ticketing Services:

     Any Zendesk Support Suite plan is required to use ticketing services from a chatbot.

  2. Assigning Agent Groups:

     You can assign a group of agents by passing the group_id in the request body when creating a ticket. Ensure the group exists in Zendesk before assignment.

  3. Adding Tags and files

     Tags and files can be added to tickets when configuring the Ticket handove component.

     
     

  4. Managing Multiple Brands:

     Use the brand_id parameter when creating a ticket. This feature requires an Enterprise plan.

  5. Creating Follow-up Tickets:

     Closed tickets can’t be reopened, but you can create a follow-up ticket referencing the closed one. See the Zendesk API for details.

  6. Updating Tickets:

     Tickets can be updated to add more details or merge two tickets using the PUT method. Example: Updating tickets with attachments collected via webforms.

  7. Creating Multiple Tickets Simultaneously:

     Multiple tickets can be created, for instance, to handle different passengers in a group booking. See the Zendesk documentation.

  8. Sending Conversation Transcripts:

     ViaSay doesn’t allow transcripts in Zendesk tickets. Instead, add a link to the conversation in the ticket description.

• LIVECHAT

  1. Pre-requisites for LiveChat Integration:

     A Zendesk Enterprise Suite and admin access are required to integrate ViaSay Chatbot with Zendesk.

  2. Agent Availability Detection:

     Detect agent availability in the Zendesk Workspace to avoid user frustration when no agents are available. ViaSay can redirect users to ticket creation if agents are unavailable.

  3. Department-Specific Availability:

     Use the Agent Availability API to check availability for specific departments.

  4. Handing Over Conversations to Agents:

     All available agents will be notified. To hand over to a specific department, create an agent channel with the correct department_id.

  5. Attachments in LiveChat:

     Both users and agents can exchange attachments natively during LiveChat. Ensure the file sending feature is enabled in Zendesk.

  6. Agent CSAT Post-Conversation:

     You can enable CSAT (Customer Satisfaction) surveys after conversations. See Zendesk’s documentation for details.

  7. Sending User Personal Information in Chat:

     You can pass the user's name, email, and phone to agents during handover. Add this data to the widget integration script on your website, or collect it during chatbot conversations.

  8. Getting Agent/Department Schedules:

     Use the Schedule API to inform users of agent availability or set up queues. Make sure to configure schedules in Zendesk Support if Chat and Support schedules differ.

  9. Checking Agent Holidays:

     Use the Schedule API to manage agent holidays and inform users during holidays when agents are unavailable.