Our Zendesk example files are available here:
Call
Latest version: v1.3.0
Chat
Latest version: v1.3.0
Requirements
• Logged into Portal with Admin access
• Zendesk account on the Professional or Enterprise plan
• Download Zendesk app files
• Read through instructions before installing
Getting Started
Zendesk apps are private. They are not listed on the public Zendesk App Marketplace. You can contact your representative to obtain and install them to your Zendesk account.
If you need access to the app package files please contact your representative.
Installation
Follow instructions below or click on the link from Zendesk apps Uploading and installing your private app in Zendesk
Uploading and installing a private app in Zendesk Support
1. Click the Admin icon (
2. Click Upload App.
3. Enter a Name for the app. (Call V1.3) (Chat V1.3)
4. Click Choose file and select the zip file for your private app (zendesk-call-v1.3.zip or zendesk-chat-v1.3.zip).
5. Click Upload.
6. In the pop-up box that appears, click Agree and upload this App.
7. Input your account subdomain.
8. Enable role or group restrictions, enter role or group if needed.
9. When prompted, click Install.
When the process is complete, your private app appears in the list of installed apps on the Manage Apps page
Repeat steps if both the Call and Chat app need to be installed.
App Name
It is recommended that you use Call and Chat.
App Configurations
Subdomain
Enter the subdomain of your account, which you should already know. (customer ie. customer.example.com)
Domain Name
Leave it as the default value example.com
2. Managing apps
Changing app settings
You can find instructions below to change app settings or click onthe following link from Zendesk, Changing App Settings
You can change the settings for an app, including the title.
To change app settings
1. On the My Apps page, find the app you want to change.
2. Click the app icon to open that app's settings page.
3. Make the changes you want and click Save Settings at the bottom of the page. Your changes are saved.
Updating apps
You can find instructions below to update a private app or click on the following link from Zendesk, Private Apps
1. On the My Apps page, find the app you want to update.
2. On the app icon, click the cog icon (
3. Setting up an OAuth client
Zendesk apps use OAuth2 to authenticate API requests to Zendesk. You should set up an OAuth Client for Zendesk Apps.
Follow instructions in the following link from Zendesk Registering your application with Zendesk
To register your application
1. In Zendesk Support, click Manage (
2. Click the OAuth Clients tab on the Channels/API page, and then click the plus icon (+) on the right side of the client list.
3. Complete the following fields to create a client:
• Client Name - Enter a name for your app. This is the name that users will see when asked to grant access to your application, and when they check the list of third-party apps that have access to their Zendesk.
• Description - Optional. This is a short description of your app that users will see when asked to grant access to it.
• Company - Optional. This is the company name that users will see when asked to grant access to your application. The information can help them understand who they're granting access to.
• Logo - Optional. This is the logo that users will see when asked to grant access to your application. The image can be a JPG, GIF, or PNG. For best results, upload a square image. It will be resized for the authorization page.
• Unique Identifier - The field is auto-populated with a reformatted version of the name you entered for your app. You can change it if you want.
• Redirect URLs - Enter the URL or URLs that Zendesk should use to send the user's decision to grant access to your application. The URLs must be absolute and not relative, https (unless localhost or 127.0.0.1), and newline-separated.
4. Click Save.
After the page refreshes, a new pre-populated Secret field appears on the lower side. This is the "client_secret" value specified in the OAuth2 spec.
5. Copy the Secret value to your clipboard and save it somewhere safe. Note: The characters may extend past the width of the text box, so make sure to select everything before copying.
Redirect URLs
Set the Redirect URLs of the OAuth client as below,
You should replace YOUR_SUBDOMAIN with the actual subdomain of your account.
Unique Identifier and Secret
The Unique Identifier and Secret fields are auto-populated while adding a new OAuth client. You can edit the Unique Identifier if you want, but not the Secret. The Secret is displayed fully only once while adding a new client. Please keep it safe. These are the client_id and client_secret values in the OAuth2 spec.
4. Configure application settings
OAuth
1. Sign in to your web with an admin account. https://YOUR_SUBDOMAIN.example.com
2. Go to Settings > Developer Settings.
3. Select Agent Platform Zendesk in CRM section.
4. Set Zendesk Subdomain to the subdomain of your Zendesk account. https://YOUR_ZENDESK_SUBDOMAIN.zendesk.com
5. Set OAuth Client ID to the Unique Identifier of your Zendesk OAuth client.
6. Set OAuth Client Secret to the Secret of your Zendesk OAuth client.
7. Save.
5. Generate a new API Token
To generate an API token in Zendesk
1. Click the Admin icon (
2. Click the Settings tab, and make sure Token Access is enabled.
3. Click the + button to the right of Active API Tokens.
4. Optionally, enter a description under API Token Description. The token is generated, and displayed for you:
5. Copy the token, and paste it somewhere secure. Once you close this window, the full token will never be displayed again.
6. Click Save to return to the API page. A truncated version of the token is displayed:
6. Configure API Token
Assigning the API Token in the Admin settings
1. Sign in to your Portal with admin account.
2. Go to Settings > Developer Settings
3. Set API Token to the API token copied from your Zendesk client
(Optional) Create customer and ticket fields
The application creates custom fields and fills the value
1. Create an account which has both admin and agent role
2. Go to Settings > Agent & Manager Team
3. Select Add an admin.
4. Check This admin is also an agent .
5. Activate the account from invitation email
6. Log out current admin and sign in with the account
7. Sign in to Zendesk with Admin role (not an Agent role).
8. In Zendesk, Sign in via the widget with credential which is an admin with agent role
9. Click Authorize button
10. In Admin Portal, Go to Settings > Developer Settings
11. Click CREATE button from CRM > Customer fields for Contact and Ticket section
12. Check if custom ticket fields were created from Zendesk Admin > Manage > User Fields and Admin > Manage > Ticket Fields
Fields
• User Fields
o Identifier
• Ticket Fields
o Verification (Checkbox)
o Customer Text Feedback (Multi-line text)
o Customer Satisfaction Rating (Numeric) : 1 to 5
o Shared Customer Rating (Text) : Twitter or Facebook