Zendesk Integration

Overview

When Zendesk is connected with INSIDE it is possible to see a matching Zendesk Visitor's Tickets and Contact Details directly within INSIDE.

• An INSIDE Operator can add a new Zendesk Ticket and/or Contact directly within INSIDE.
• They can also edit existing Tickets or make comments on Tickets.
• INSIDE can automatically create Contacts and Tickets at the start of a Chat or from the Offline Message feature.

Features

• Generate Zendesk Contacts/Tickets automatically from INSIDE Offline Messages
• Ability to see an INSIDE Visitor's Tickets in Zendesk if the Visitor email contact details in INSIDE match a Contact in Zendesk
• Edit a Zendesk Visitor's Ticket directly within INSIDE
• Edit a Zendesk Visitor's Contact details directly within INSIDE
• Create a new Zendesk Ticket directly within INSIDE
• Add Public/Internal Comment to a Zendesk Visitor's existing Ticket
• Customise the Zendesk Ticket fields that an Operator can populate and view
• Customise the Zendesk Contact fields that an Operator can populate and view
• Direct Links in INSIDE to open Contacts and Tickets directly in an open Zendesk Window
• Search across any Tickets regardless of the Visitor, directly in INSIDE