Monitor and manage your social media channels and Zendesk support tickets from one location: Hootsuite. Zendesk is a leading provider of help desk software. This app allows you to easily manage, create, edit, and share tickets from a central location, and see them through to resolution.
The app consists of two parts - the stream and the plugin. Stream will allow you to see the stream of latest tickets coming in from Zendesk making it easy for you to manage them. From plugin, you will be able to create Zendesk tickets from sources you monitor, like Facebook and Twitter.
Zendesk App Stream
After installing the app, setup is quite straight forward. You need to add the stream to your view. The only thing required after that is to connect the app to your Zendesk instance by clicking the "Connect to Zendesk" button, and following the instructions.
Stream Option Overview
In Zendesk App Stream you'll be able to see all of the tickets sorted by the date when they were updated:
There, you will be able to refine the stream you are seeing, either by using the search:
Or you can filter the tickets by using the following properties:
To help agents monitor tickets that have changed in their stream, you have the ability to highlight tickets that were recently updated. In the settings of the app, you can input the number of minutes -- if the last update on the ticket happened in the past X minutes, the ticket will be highlighted.
Zendesk App Plugin
The Zendesk app plugin will allow you to create tickets from streams from other platforms such as Facebook and Twitter.
When you use the app for the first time, you'll be prompted to set up the app. Follow the instructions presented on the screen to log into your Zendesk account:
Create Zendesk Tickets
Once the setup is completed, you will be able to create tickets directly from stream contextual menu:
The create ticket screen will automatically fill in the Subject and Description from the stream data, as well as add stream post metadata such as username, message ID and posted time.
In the settings, you will be able to define default values for the form -- for example, who should the ticket be assigned by default, with what priority, etc. These default values will be pre-filled, but they can be changed during Zendesk ticket creation.
With the Zendesk Pro app, you can select Brand and Form on the "Create Zendesk Ticket" form. Based on the Zendesk form selection, custom fields will be displayed. Also, CC and tags fields are available:
You can set up a ticket creation form to create Zendesk tickets from Twitter messages.
You need to have the Twitter setup done in Zendesk.
This allows you to create a ticket from a tweet within your twitter account so you can reply directly to Twitter from Zendesk.
Similar to Twitter, you can create Zendesk tickets linked to the Facebook posts and you will be able to reply into Facebook post directly from Zendesk.
After installing the channel app you will need to set up the Facebook pages you are monitoring from Hootsuite streams (see instructions below).
Facebook Channel for Zendesk App installation
Install the app from here https://www.zendesk.com/apps/support/facebook-channel-integration-for-hootsuite
The integration is added to your Channel Integrations page. Navigate to Channels > Channel Integrations, click "Add Account" and connect your Facebook account.
IMPORTANT: You must click Continue for all 3 Facebook permission prompts to complete Facebook actions using Zendesk Pro app.
Facebook ticket creation
Myndbend Facebook Channel Integration for Hootsuite app in Zendesk allows you to select pages to use- every time you create a new ticket from a post on a monitored page, the Hootsuite Zendesk plugin will create a Zendesk ticket linked to that post.
That means all further comments will be in sync:
- If any user adds a new comment in a Facebook post, this comment will be added to the Zendesk ticket too.
- If your agents add a reply in the Zendesk ticket, this will be added to Facebook
So basically if you create a ticket from a Zendesk post every new comment will be kept in sync between the ticket and the post.
Zendesk ticket checks for updates every 2 mins, so new facebook comments can take up to 2 minutes to be added to the ticket. Click here to read more details about it in Zendesk's documentation.
Important: Once you install a channel integration, every ticket related to it is also related to this particular installed instance. If you uninstall and reinstall or remove/add and re-add an account, then all previously created tickets will be disconnected from the channel app and it won't be possible to reply using the Hootsuite Facebook Integration channel.