Entering Zendesk credentials

You must have an active Zendesk admin account to access the API. In the app, enter your Zendesk username (typically, the email address associated with your Zendesk login) and a Zendesk API token. To create a Zendesk API token, click the here link above the API Token field.

Configuring API notification emails

You must enter email addresses used by the Agent Connect API to notify you.

• Test Email Address — All survey requests created when triggers are set to Test status results in surveys being sent to this email address instead of to your customers. This enables you to review and refine the Agent Connect experience before going live.
• Failed Survey Alert Recipients — Failed survey alert recipients receive email notifications when survey requests sent from Zendesk to the Agent Connect API fail. Enter as many recipients as you need, with email addresses separated by a comma.

Some failed requests are normal. For example, a survey request that does not contain a customer email (because the ticket was for a phone interaction) might generate an error. Notification emails alert you to potential issues you might need to investigate.

Creating and updating triggers

Create a trigger for each channel for which you want to send surveys. The app supports email, phone, and chat triggers. If your team only handles email interactions, for example, create only an email trigger. For each channel you need, click Create Trigger. If you need custom channels supported, work with your Agent Connect Client Success Manager.

When you create a trigger in the app, the trigger is configured automatically with the default trigger conditions used most commonly for Agent Connect surveys. After you create your triggers, click View Default Trigger Conditions to review the conditions provided for that channel.

Creating a trigger in the app creates the trigger in Zendesk, just as if you created the trigger in Zendesk. Triggers created in the app are named using the convention, Send Agent Connect request for X channel, though you can rename the title or description of any trigger when updating a trigger, as described below.

To update triggers in the app, click View Trigger.

Making changes to the default triggers is not necessary, but is an option if you want to add custom business logic. For example, you might want to add a condition to a trigger for Assignee - Is not - Sally Smith to ensure that surveys are not created when Sally handles tickets. If you have customized the default Agent Connect survey triggers, the app indicates this by showing a Custom tag next to that trigger.

Create a field mapping

Optionally, select a Zendesk field to pass additional data about each interaction to Agent Connect. While the field mapping is called Tags, the field you select should correlate to the most meaningful contact reason or important piece of interaction data you want to see in Agent Connect reports.

You do not need to select the default field that Zendesk provides. If you are using a field other than the default Tags field in tickets, click Select a tag to select a different field. If you are using the default Tags field, leave this field blank.

Creating a Do Not Send field

Optionally, create a Do Not Send checkbox field using the app.

After creating the checkbox field, create a Do Not Send Agent Connect Survey trigger, with business rules that automatically check the Do Not Send checkbox on a ticket. For example, you might have specific tags that automatically make a ticket ineligible for a survey, such as fraud tag or billing.

On tickets, the checkbox field is visible to agents by default, and they are able to check the box manually. If you do not want agents to see or interact with the field, consider using the Hide Ticket Fields app available in the Zendesk marketplace.

Moving to production

When you are ready to start sending surveys to your customers, move your integration to production.

1. In the app, open each trigger and change its state to Production.

   For example:

   

2. In Agent Connect, open the Integrations setup screen.
3. For each channel you integrated, switch that field to On, and then click Update.

   

Deactivating triggers

Deactivate a trigger in the app by setting the trigger to the Inactive state.