Enter Zendesk credentials

You must have an active Zendesk admin account to access the API. In the app, enter your Zendesk username and API token. To create a Zendesk API token, click the link above the API Token field.

Configure API notification emails

Enter the same email addresses used in the API section of the Integrations page in the Agent Connect UI (API Test Email and API error alert emails) to configure notifications.

• Test Email Address — All survey requests created when triggers are set to Test status result in surveys being sent to this email address instead of 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.

Create and update triggers

Create a trigger for each channel for which you want to send surveys (email, phone, or chat). For each channel you need, click Create Trigger. If you need custom channels supported, contact the Agent Connect team for help.

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 directly 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 it, 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 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.

(Optional) Create 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 a fraud or billing tag.

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.

Move to production

When you are ready to start sending surveys to your customers, move your integration to production via the steps below:

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

   

2. In Agent Connect, open the Integrations page (Settings > Integrations).

3. For each channel you integrated, flip the toggle switch on, then click Update.

   

How to deactivate triggers

To deactivate a trigger in the app, set the trigger to the Inactive state.

Deactivating triggers

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