Introduction
The charles Zendesk integration seamlessly integrates into your existing customer support processes. It lets you automatically open tickets on Zendesk via charles, and enables your agents to respond from Zendesk via WhatsApp.
Features
Create Zendesk ticket node The Create Zendesk Ticket node can be added at any point in a flow. Once your customers reach that step of the flow, charles will open a Zendesk ticket. On the node you have the following configuration options:
Ticket subject Each Zendesk ticket is created with a subject line. If you want to create rules or filters based on the subject line, here is the place to define it as you like
Note that every ticket is also created with a charles tag. You can also use this to filter tickets and create rules.
Number of messages this setting lets you define how many of the last messages with that customers should be attached to the ticket when creating it. Add up to 20 to give your agents enough context to close the ticket as fast as possible
2. Ticket status check The check of the ticket status in the condition node lets you filter out people that currently have an open Zendesk ticket. We recommend not to send campaigns and other marketing content to customers who have an open service request as this most likely will decrease customer satisfaction.
3. Bi-directional communication between charles and Zendesk With the integration you can easily use the familiar Zendesk interface to chat with your customers on WhatsApp. Simply type your message and hit Send, it’s that easy. All photos and videos from your customers will also be added to the ticket and your agents can also respond with attachments of any sort, e.g. photos, videos, or PDFs.
Installation
Note that to install the Zendesk integration on charles, you need to be the Account Administrator of the Zendesk instance. Please also pay close attention to what needs to be copied from where to avoid mistakes. Take your time 🙂
To install the Zendesk integration, please follow the following steps:
1. In Zendesk account, please click “Apps and integrations” in the left sidebar, then select APIs > Zendesk API.
2. Click the “OAuth Clients” tab on the Zendesk API page, and then click “Add OAuth” client on the right side of the OAuth client list.
3. Complete the following fields to create a client:
Client Name - Enter a name for the OAuth client, e.g. charles_<your_brand_name>
Description - Optional.
Company - Optional.
Logo - Optional.
Unique Identifier - The field is auto-populated with a reformatted version of the name you entered for your app.
Client kind - Should be Confidential.
Redirect URLs - Copy and paste the following link: https://oauth2.integrations.hello-charles.com/callback
4. Click Save. After the page refreshes, a new pre-populated Secret field appears at the bottom of the screen. Click Save again.
For more info on how to create a Zendesk auth client, please follow the Zendesk guide: Using-OAuth-authentication-with-your-application
5. Please open your Charles account, click the gear in the left sidebar, then select Integrations -> Marketplace. Search for Zendesk.
6. Click the Zendesk icon, click the button “Reconfigure”. The Initial Configuration window will open, please click the button “Next” in the bottom right corner.
7. In the configuration tab, please complete the following fields:
Authorize URL - Fill in this part of the URL “YOUR-ZENDESK-DOMAIN”
Token URL - Fill in this part of the URL “YOUR-ZENDESK-DOMAIN”
Client Secret - Enter the secret you’ve copied in step 4 in Zendesk.
Client ID - Please go back to Zendesk and copy the Unique Identifier and paste it here.
Tada! You have successfully installed the charles Zendesk app and can start using charles in your customer service team 💛