Integration with Zendesk

MangoApps + Zendesk gives enterprises one, unified digital workplace for all their employees and partners

Overview

Zendesk is a web-based helpdesk/customer support platform that lets you connect with your customers by phone, chat, email, social media, or any other channel simplifying customer support management process and monitoring customer service interactions effectively.

At MangoApps, we integrate with your existing Zendesk customer support platform enabling users with the capability to manage their Zendesk customer tickets from inside of MangoApps, hence, providing an integrated digital workplace solution for your employees.

How does the Zendesk integration work with MangoApps

Zendesk integration is available as a module in Groups and Projects. The Zendesk module allows automatic fetching of tickets and posting those tickets as feeds in your project or group of choice adding the capability to respond to your customers and update the ticket status right from the feed. It also helps simplify your projects/groups by creating tasks, as and when required, right in MangoApps and copying all of the information you need in one consolidated workspace.

Here are some key functionalities we can achieve through Zendesk Integration

  1. New Ticket: Get your team to discuss and collaborate in MangoApps to resolve tickets created in Zendesk. Ticket information is automatically pulled into MangoApps project or group feed based on the filter criteria configured by the project/group admin. It can also be manually fetched by admins on demand.

  2. Ticket Status Change: When an agent or end user changes the state of the ticket in Zendesk it is automatically reflected inside MangoApps. A new comment is also generated to notify followers in MangoApps

  3. Ticket Priority Change: When an agent or end user changes the state of the ticket in Zendesk it is automatically reflected inside MangoApps. A new comment is also generated to notify followers in MangoApps

  4. Ticket Replies: When a reply is received on Zendesk, a ticket it is automatically fetched and updated in MangoApps

  5. Post a Reply From MangoApps: Some project/group users can be given permission to post a reply back to Zendesk from MangoApps

  6. Advanced Filtering Capabilities: decide which tickets you want to be fetched in MangoApps based on organization, priority, status, and/or tags.

What subscription is required from Zendesk

We know the “Starter” plan from the Zendesk plan types will work when integrating Zendesk into MangoApps. If you have a Zendesk plan that is not working with MangoApps, please let us know after talking with the Zendesk Support Team.

Now, that we have discussed some details and key features of this integration, let's have a look at the configuration requirements for both Zendesk and MangoApps to implement this successfully.

Zendesk Configuration

To start with, we need to first sign up on the Zendesk Portal to have an account for your organization created. Once you are logged in to your company portal in Zendesk, you need to perform the steps below as outlined in the screenshot:

  1. Inside the portal, click on the 'Settings' option which is denoted by a gear icon

  2. On the left hand panel, scroll down to the 'Channel' section and then click on 'API'.

  3. Now, under the 'Settings' tab, enable the radio buttons for the options 'Password Access' and 'Token Access'.

Here's a quick video showing the Zendesk configuration steps.

That's pretty simple and can be done quickly. Let's look at the configuration settings required from MangoApps.

MangoApps configuration for Projects/Groups

The configuration on MangoApps can be performed by a Project/Group creator/admin as well as the Network Admin for your domain. Once you login to your domain, open the project/group for which you want to integrate Zendesk with. Once you have the project/group opened, we need to perform the following steps:

  1. Click on the 'three dots' options which will open another small pop-up menu.

  2. Then click on 'Configure Integrations' which will show you all available integration options for the project/group.

  3. Scroll down the list to 'Zendesk' and enable the radio button which will then open another dialog box where you need to fill up the configuration details for Zendesk. Alternatively, you can also, click on the 'gear' icon first to open the settings dialog box, fill in the configuration details and then enable the radio button.

  1. Enter the URL of your Company's Zendesk portal. Here's an example of url from our test environment : https://mangoappsinc.zendesk.com . The format is '<company sub-domain name>.zendesk.com'.

  2. Enter the username for the account, preferably an admin account, which will have complete access to your Zendesk portal. MangoApps will use this account to connect and communicate with Zendesk. Once the integration is completed, any updates to the Zendesk feed in MangoApps will be posted with this account name in Zendesk.

  3. Enter the password for the above account.

  4. Click on 'Test Connection' now which will display a success or failure for its connection to Zendesk based on the username and password provided.

  5. 'Customize Name' column has the value of Zendesk by default but this can be changed to a different name as per requirements. MangoApps will use this name when posting feeds for tickets/customer support requests fetched from Zendesk.

  6. Type in the name or email of the project/group members who shall have permissions to post replies back to the Zendesk ticket directly when they comment on the particular Zendesk originated feed in the project/group. When such a user comments on the Zendesk feed, they will have the option to relay their comment as an update to the Zendesk ticket along with options to update different status options available on the ticket.

  7. Click on the 'Advanced Filters' options which will open an extended list of settings and configure them depending on requirements. The 'Advanced Filters' section is optional. Leaving the fields empty here will fetch all tickets from Zendesk.

  1. The 'Organization' field lets you enter a name of a specific organization/company for which you want MangoApps to fetch the tickets from Zendesk and generate in its feed. Example: If your Zendesk ticketing platform receives tickets from Company A and Company B, you can enter Company B in this field to only fetch tickets generated for Company B which will be posted in the project/group feed.

  2. Here we can select multiple statuses for the tickets which will be fetched from Zendesk to the project/group feed. For example, if you want only tickets having a status of 'new' and 'open', select both the status and the project/group feed will reflect the specific tickets.

  3. Select the priority of the tickets which should be fetched from Zendesk and updated to the project/group feed.

  4. If customers open their tickets with certain hashtags, you can use this option to filter our tickets with the mentioned hashtags only to the project/group feed.

  5. Once all the above settings have been filled up, click on 'Save Settings'. This completes all required settings for this integration.

Now that we have completed all the configuration requirements for both Zendesk and MangoApps, the integration is ready for use.

How do users work with tickets created in Zendesk in the Project/Group feed

The above screenshot shows how a ticket is generated as a feed in the project/group which includes details like the Ticket Id, Reported by ,Status, Priority, Title and Ticket Description.

Replying to Zendesk tickets from MangoApps projects/groups

As we see the Zendesk tickets being posted on the project/group feed, all users whose name was provided in the field to post a reply back to Zendesk ticket when configuring the integration should be able to do so from the comments section of the ticket feed.

When such an user comments on the ticket feed, they will see an extra option to post their comment directly to Zendesk.

  1. "Post to Zendesk" - Check this box if you would like your comment to be posted as an update in Zendesk directly for the ticket. So this update will be seen by the creator of the ticket as well as in Zendesk.

  2. When commenting, you can also select one of the available status for the ticket, which will also be updated in Zendesk once you post the comment.

For other users whose name is not mentioned to reply to Zendesk in the integration settings can only post a normal comment and will not see the above options.

Let's look at some sample screenshots which shows the reply being posted from MangoApps to Zendesk and vice versa.

  1. Member of the project/group posts an update from MangoApps to the ticket in Zendesk. This will be updated in the Zendesk ticket. Notice the small Zendesk logo stating that it is a reply posted to Zendesk.

  2. This is a reply that was posted to the ticket from the Zendesk portal which gets synced/updated to MangoApps in that ticket feed automatically.

Here is a screenshot from the Zendesk portal of the conversation for the same ticket.

Once the ticket is closed from Zendesk or from MangoApps setting the status as closed while posting a comment, it reflects the same in the ticket status as well.

For Zendesk API to be able to process external requests from MangoApps, we include the required 'organization id' and 'app id' in the request headers by default for our integration. The header details are as below :

X-Zendesk-Marketplace-Name:"MangoApps"

X-Zendesk-Marketplace-Organization-Id:3112

X-Zendesk-Marketplace-App-Id: 261053

Benefits of integration Zendesk with MangoApps

Integrating Zendesk into MangoApps provides associated teams with customer information. Here are some of our favorite benefits the integration has to offer:

  1. A “One Firm” Concept – Client information is transparent and no longer kept in silos, opening the door for true collaboration

  2. A Business Development Culture – Enhance cross-selling opportunities and develop better customer relationships by connecting sales, account management, and support teams together.

  3. Process Standardization – Standardize processes and provide employees with the ability to track and measure client activities, ensuring client service by everyone in the firm

  4. Increase Efficiency – Consolidate your data sources and related tools, as well as the steps required to carry out tracking client relationship information

  5. Boost Client Service – Consolidate information to ensure important tasks or data do not fall through the cracks and enhance a firm’s client relationship processes

  6. Continuous Improvement– Simplify exchanges with the support team and customers throughout the entire development process, making it easy to collaborate, edit, and solve new development projects

  7. Internal collaboration– Make private comments all within the same threaded dialogue, keeping the whole team up to speed with every customer interaction