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    Zendesk Integration Manual ENG

    Uploaded by

    RAJESH KUMAR MEENA
    This document provides a user guide for integrating Zendesk with Bitrix24 Cloud. It describes how to connect the accounts, create and view tickets from within Bitrix24 CRM, and download and uninstall the integration app.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Zendesk Integration Manual ENG

    Uploaded by

    RAJESH KUMAR MEENA
    8 views8 pages
    This document provides a user guide for integrating Zendesk with Bitrix24 Cloud. It describes how to connect the accounts, create and view tickets from within Bitrix24 CRM, and download and uninstall the integration app.

    Original Title

    ZendeskIntegrationManualENG

    Copyright

    © © All Rights Reserved

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    PDF, TXT or read online from Scribd

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    This document provides a user guide for integrating Zendesk with Bitrix24 Cloud. It describes how to connect the accounts, create and view tickets from within Bitrix24 CRM, and download and uninstall the integration app.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    8 views8 pages

    Zendesk Integration Manual ENG

    Uploaded by

    RAJESH KUMAR MEENA
    This document provides a user guide for integrating Zendesk with Bitrix24 Cloud. It describes how to connect the accounts, create and view tickets from within Bitrix24 CRM, and download and uninstall the integration app.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 8

    +

    USER GUIDE
    Zendesk Integration with Bitrix24 Cloud

    CONTENTS
    USER GUIDE
    OVERVIEW
    WHAT IS NEW
    CONNECTING
    CRM details (Lead, Contact, Company)
    DOWNLOAD
    UNINSTALL
    FEEDBACK
    OVERVIEW
    Now you can coordinate the work of Zendesk technical support from Bitrix24 interface.
    Creating tickets, viewing all client tickets and specific ticket details allow you to be in
    complete control of all interactions with your clients directly from Bitrix24 CRM.

    WHAT IS NEW
    Feature description
    The first version includes:

    1) Ticket creation
    Create a ticket directly from CRM details (Lead, Contact, Company).

    2) List of client tickets


    Browse the list and status of all tickets of the selected client.

    3) Ticket details
    Manage the work done for the ticket in a separate tab.

    CONNECTING
    When at the settings page, input your Zendesk account data:

    ● Sub.domain
    ● Username (e-mail)
    ● API key

    If the connection is successful, you will see a “Your Zendesk is successfully connected”
    message.

    If required, you can connect another Zendesk account to Bitrix24 at the application settings
    page (“Settings” button).

    Obtain API Key:


    1. Go to the "Admin Center".
    2. Go to "Apps and integrations".
    3. Go to "Zendesk API".
    4. Click the "Settings" tab
    5. Make sure that the "Token access" switch is on
    6. Click the "Add API token" button
    7. Copy and save your token

    CRM details (Lead, Contact, Company)

    Ticket creation
    Any Bitrix24 account user can create a ticket in Zendesk from Bitrix24 interface.

    To do that, just go to CRM details (Lead, Contact or Company) and click on a “New Ticket”
    tab in the client activities section.

    After that, a ticket creation form will open in a separate slider submenu.
    The following fields must be filled out in the ticket creation form:

    ● Who submits the ticket (select a client on whose behalf the ticket will be created in
    Zendesk)
    ● Ticket topic
    ● Ticket message (in Zendesk's terms - comment)

    A ticket is created when clicking on a «Create ticket» button. The information about the
    created ticket is displayed in the client activity list.

    Attention! A ticket can only be created for a lead, contact or company card with at least
    one specified email address. The email address is required to search for tickets and to
    display tickets bound to a particular CRM card.

    Viewing the Client tickets list


    Any user of your Bitrix24 account can view the list of all Zendesk tickets, issued by Zendesk
    Integration app via Bitrix24 interface.

    To make that happen, simply go to CRM details (Lead, Contact or Company) and click on a
    “Zendesk Tickets” tab in the details menu.
    After that, a table with the list of all tickets for this client will open in a separate CRM details
    tab.

    This table includes the following fields:


    ● Subject
    ● Requester
    ● Requested
    ● Type
    ● Status
    ● Priority

    When clicking on a Subject hyperlink, you are switched to Zendesk and to the selected
    ticket.

    The CRM details tab that contains the table/list of tickets also has a “Create ticket” button,
    that repeats functionality, described in the Ticket Creation subsection.
    Ticket details
    Any user of your Bitrix24 account can view the detailed information on the Zendesk ticket,
    issued by Zendesk Integration app via Bitrix24 interface.

    To do that, click on a hyperlink in the client activities list.

    Then, the ticket details for the selected ticket will open in a separate slider submenu.

    The following information can be found in the ticket details:

    ● Ticket topic
    ● Client
    ● Responsible
    ● Status
    ● Created at
    ● Updated at (the date of the last response to the ticket)
    ● The last message inside the ticket
    ● The number of other messages in the ticket
    ● The first message in the ticket

    Also, the ticket details has a «Go to Zendesk» button. One click, and it switches to the
    selected ticket inside Zendesk app.
    DOWNLOAD
    Zendesk Integration app can be installed from inside your
    Bitrix24 account or via public marketplace.

    UNINSTALL
    To uninstall the application from your Bitrix24 go to the Applications → My Apps →
    Zendesk Integration detail page and click on the delete button.

    FEEDBACK
    If you have any questions or proposals for adding new features, please write to us
    at [email protected].

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