Zendesk Application

Zendesk is a web-based help desk software system with a support ticket system and a self-service customer support platform. You can extend and expedite your handling of support tickets by integrating Zendesk with GoToAssist Monitoring. By doing so you will be able to more easily pinpoint and address a customer's problem, because your integrated GoToAssist system automatically queries for pertinent IT data about the requester and the hardware and software used while you respond to your help desk tickets.

By integrating your Zendesk account with GoToAssist using the Zendesk application, you can build your own support workflow with all the tools of both Zendesk and Monitoring at your fingertips. This includes customer request web forms, community architecture, knowledge base repository, and more, all of which you can access from any device in any location.

Note: You must first install the Zendesk application before you can access and use it.

Topics in this article:

Set Up the Zendesk Application

About Zendesk

Set Up the Zendesk Application

To set up the Zendesk application for optimal performance, you'll need to complete the following steps:

1. Create a Zendesk account (if you don't already have one).

2. Create a JavaScirpt widget.

3. Configure your Zendesk application.

Below are the details for each of the set-up steps listed above:

Create a Zendesk account

You will need a Zendesk account in order to use Monitoring's Zendesk application. If you already have an account, you can skip Step 1.

1. Sign up for a free trial of Zendesk.

2. Take note of the domain name linked to your account (i.e., mycompany.zendesk.com), as you will need it later to configure Monitoring's Zendesk application.

Create a JavaScript widget for the Zendesk application

The JavaScript widget will make the Zendesk interface look better when viewed through the Zendesk application on your Monitoring web account. To set it up, you must first create the widget through your Zendesk account.

1. Log in to your Zendesk account using your private Zendesk URL (see Login Support for help).

2. Click Settings in the menu and select Extensions from the drop-down menu.

3. In the Widgets tab on the Extensions page, click Add Widget. Click Global JavaScript on the following page.

4. On the JavaScript Widget page, enter a unique title for the new widget and select People who have logged in and are agents from the Available For drop-down menu. Then copy/paste the following text into the Content text field: 

Event.observe(window, 'load', function() {
  var height = document.body.parentNode.scrollHeight;
      var pipe = document.getElementById('helpframe');
      pipe.src = 'https://app.GoToAssist.com/app/zendesk/zendesk/helper?
height='+height+'&cacheb='+Math.random();
});
document.write('<iframe id="helpframe" src="" height="0" width="0" 
frameborder="0"></iframe>');
document.write('<style> body { background-color: white; padding: 0;} 
#page { padding: 0; } </style>');

5. Click Submit at the bottom of the page.

Configure your Zendesk application

Once you've created your View widget, you can integrate it into Monitoring's Zendesk application.

1. Log in at www.GoToAssist.com and open the Zendesk application.

2. In the text field at the bottom of the "Configuring Zendesk to work with GoToAssist" section, enter your Zendesk domain name (noted in Step 2 of Create a Zendesk Account). Click Save.

The page will reload and display your Zendesk account pages embedded in the Zendesk application. You can now access your Zendesk account by opening Monitoring's Zendesk application, rather than logging in to your private Zendesk URL.

3. You can change the domain name entered in Step 2 at any time by clicking the Configure Zendesk application link at the bottom of the page.

About the Zendesk Application

Once you've set up your Zendesk application, you have all the benefits of both accounts:

• Home – Design your Home landing page to greet your customers. You can include a search box so your customers can query the community forum directly.

• Forums – The customizable Forum tab is the repository for all public communications between members of the community, including announcements, tips and tricks, help topics, feature requests, and any other categories that you choose to add.

• Manage – Organize and manage your support tickets, including business rules, service contracts, reports, and more.

• Account – Personalize and manage your Zendesk account, set options, add widgets, and more.

• Twitter – Collect help desk requests via your Twitter account.

• Views – View your help desk tickets in common subset filters.

• New – Open a new ticket and set status.

See Zendesk's support documentation for more information about using Zendesk.

| Views: 3785 | Last Updated: Thu, May 09 2013 2:28 PM

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