Zendesk integration, a single view of your clients experience

Solve360 provides tight integration with Zendesk, a professional-grade web-based help desk software with an elegant support ticket system and a self-service customer support platform.

Imagine your sales team seeing at-a-glance what support requests the service team worked on for a client just before they make a call. This would naturally trigger them to tailor their conversation around the client's experience with your company. In the same light, how much time will be saved when the support team has the client's vitals right inside their Zendesk dashboard?

This integration enables Solve360 users to create a one-to-one connection with their Zendesk account, linking their CRM with their online support portal. With Solve360's flexible, easy-to-use system tied directly into Zendesk's help desk ticket processing, users will save time by accessing relevant information without leaving their primary application. The Zendesk-Solve360 integration gives your team a truly holistic view of their customers, and it’s drop-dead simple to enable and use.

You may need to control which users have access to the Zendesk information, so we’ve made sure you have the necessary control. Let’s review the simple one-time tasks to hook them up:

1. The Solve360 administrator enables the Solve360 “Zendesk Add-on” (provides access to the Zendesk activity widget) and sets the Zendesk subdomain all users will use (saves each user from entering it themselves).
   
   
2. When each Solve360 user first tries to use the feature they will be prompted to confirm what Zendesk user account to use. If they don’t have access to Zendesk, they simply won’t see that information.
   
   
3. The Zendesk administrator installs the Solve360-Zendesk Widget within the Zendesk workspace.
   

Setting this up only takes a minute, so let's give it a spin ...

Click on the Next link located in the top-right corner of this page to continue ...

One-time tasks to hook them up

Step 1 - Allow Solve360 to connect to Zendesk

Login to Solve360 and click: Solve360 menu (top right) > Add-ons > Zendesk > Enable > enter your Zendesk subdomain > Update

Step 2 - Have each Solve360 user prove they have access to Zendesk data

Add a Zendesk activity to a contact, company or project blog page

The first time a Solve360 user accesses the Zendesk feature, they will be asked to prove they have access to the Zendesk data. Have them enter their Zendesk login information and click on the “Authorize” link. The Zendesk API token is located at: Zendesk > Manage > Channels > API > Token Access.

Step 3 - Install the Solve360-Zendesk Widget within the Zendesk workspace

Zendesk is offering two user interfaces: a new old called "Lotus" and the original. For the new ...

1. Zendesk > Scroll to the bottom of the page > click the "gear" icon in the lower left of the screen
2. Click "browse" under Apps
3. Locate and click on the Solve360 icon
4. Enter your Solve360 email and API token information
5. Click "Install"

And for the original UI:

1. Zendesk > Settings > Extensions > Add Widget > Custom
2. In the title field enter “Solve360 by Norada”, copy the contents of this page (i.e. not just the link to the page) and paste the text into the widget's Content field.
3. Create Widget > Submit
4. Manage > People > Open a user
5. Edit widgets on this page > Solve360 by Norada
6. Enter your Solve360 email address and token (found under Solve360 menu (top right) > My Account > API Token)

Getting down to everyday business

With the one-time tasks completed Solve360 users can begin matching up their Solve360 records with Zendesk users. Once this is done the Solve360 page will show the ticket details, all subsequent ticket comments and links to create new tickets.

Once a Solve360 user has made the connection for a Zendesk activity, other users will not have to make the connection again. The Zendesk information will be visible to any user in Solve360 who has the credentials to access the Zendesk data.

In Zendesk tickets are assigned to users. Those users can be related to a Zendesk organization providing an overall view of activity at a company. In Solve360 you can link the Solve360 Zendesk activity to a Zendesk organization and as you’d expect it will display all the tickets for users in that company.

With the Zendesk Widget installed your support team now has direct access to important client details, including any custom data that was saved in Solve360, directly from inside their Zendesk console.