The integration between the Weni platform and Zendesk provides a powerful tool for managing customer service efficiently and automatically. After completing the configuration and installation, it is essential to monitor the integration's operation to ensure that all tickets are managed correctly and that automatic triggers function as expected.
Create an account on Zendesk
If you don’t have an account yet, create one on Zendesk. For this example, we are using a free trial account. (https://weni5623.zendesk.com/)
Access the Project on the Weni Platform Within your project on the Weni platform, go to the Applications > Other Apps module. Click on the hamburger menu and select Add Ticketing Service, choosing Zendesk.
Fill in the Subdomain and Capture the Request URL You will be asked to enter your subdomain. Before submitting it, press F12 to open developer mode and go to the Network module.
Fill in the Subdomain, which is the value before "zendesk.com" in the URL. Example: weni5623 from https://weni5623.zendesk.com/.
When you click Connect, two new lines will appear in developer mode.
Click on the second line, where the Request URL will start with your subdomain, for example, https://weni5623...
Copy the entire URL and open it in another browser tab.
Authorize the Use of the Application
Authorize the use of the application in your Zendesk account.
After authorization, a step-by-step guide will be displayed to continue.
Save the secret that is shown, as it will be needed in the following steps.
Install the Weni Application in Zendesk Access the Zendesk Marketplace and install the Weni application.
If the Weni app is already installed in Zendesk, there is no need to reinstall it. Proceed to the next step to add account.
Configure the Integration in Zendesk
Your account settings are now in the Admin Center. Go to the Admin Center.
In Apps and Integrations, add the Weni app from the Marketplace if you haven’t done so already.
After integrating, configure and save the information.
Click on Channel Apps > Click on your Channel > Accounts > Add Account.
Assign a name to your integration/account and add the secret saved in Step 5.
Verify the Connection on the Weni Platform If all the steps have been followed correctly, under Applications > Other Apps on the Weni Platform, the service with Zendesk should appear as connected.
Use the "Open a Ticket" Card in the Flow You can now use the Open a Ticket card in your flow on the Weni Platform. See: Creating Custom Fields.
Set Up Triggers Configure a trigger so that when a ticket is closed, a completion flow is initiated for the user. Additionally, create triggers to prevent users in support from initiating other unwanted flows.
This is a test for opening tickets in Zendesk:
Next Steps:
Test the Integration: Perform tests to ensure that ticket creation and automatic responses are functioning as planned.
Continuous Monitoring: Establish a regular review process for triggers and flows to ensure they align with business needs.
Adjustments and Optimization: As system usage evolves, consider adjusting flows and triggers to optimize customer service and enhance the user experience.
