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Upload your Touchpoints package into Zendesk

Written by Ricky Nguyen
Product Analyst at MindTouch
This page applies to:MindTouch Responsive

This article instructs how to upload your Touchpoint for Zendesk package into the Zendesk environment.
 

Prerequisite


How to upload your Touchpoint for Zendesk package


Step 1: Upload your Touchpoint package

We have designed the Touchpoint for Zendesk package to be a very quick and light integration. However, we do recommend trying the integration first inside your Zendesk sandbox. If you are uncertain what this is or unsure how to access this, please talk to your Zendesk administrator.

 

 

On November 2016, Zendesk rebranded their product. Use the images on this page for reference only with the understanding that the overall look and feel have changed slightly. From a user experience standpoint, Zendesk functions very much the same way.

  1. Log into your Zendesk instance.
  2. (Optional) Open your Sandbox instance.
  3. Navigate to Admin Home > Apps Header > Manage > Upload private app.

Screenshot of private app upload screen in Zendesk

  1. Give your app a name, upload the package you previously generated and click Upload.

Screenshot of Touchpoints for Zendesk upload app interface

  1. Read and understand the Zendesk disclaimer and click Upload again.
  2. (Optional) In the Installation screen, enable role restrictions for the app  (talk to your Zendesk administrator for direction if necessary).

Screenshot of Touchpoint for Zendesk install dialog.

  1. Click Install.

Step 2: Verify package installation 

You should see the package listed under My Apps in your Zendesk installation.

Screenshot of Touchpoint for Zendesk located in My Apps in Zendesk

Step 3: Verify the agent facing experience

  1. Navigate to Manage Header > Ticket Fields.
  2. Verify your two custom fields were added by the Touchpoint for Zendesk package.

Screenshot of custom fields in zendesk

If you do not see the custom fields, try refreshing your browser. These fields are necessary for the app to function correctly.

  1. Open a current ticket.
  2. Click Apps in the top right corner to see your Touchpoint for Zendesk.

Screenshot of the apps interface in zendesk

If you do not see your Touchpoint for Zendesk, check your app permissions to verify if haven't accidently blocked yourself from seeing it.

  1. If everything checks out, congratulations this part is done!
     

What's next?


Now that you installed your Touchpoint for Zendesk, your agents can leverage the search-in-place tool and link-to-ticket features. However, you still have to configure your ticket submission form to allow Zendesk to look up MindTouch user event data for your customer insights tool to work.

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