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Configure Zendesk ticketing form for Customer Insights

Applies to:
MindTouch (current)
Role required:
Admin
This article outlines the final step to automate customer insights via the customer insights token in Zendesk.

Prerequisites

The easiest way to set up the ticketing form is through the native Zendesk branded customer portal (a.k.a. Help Center). The ticketing form is available on the Team plan and up (as of November 2016). If access is not available to a Zendesk branded customer portal, one must use a custom or third-party ticketing form. While integration is still possible, it is not covered in this article.

How to configure the Zendesk Help Center ticketing form

Configure ticket form

  1. In Zendesk, navigate to Admin > Manage > Ticket Forms
  2. Select a current form to modify or click Add form to create a new one
  3. Configure Form fields as you see fit (name, general fields, etc.)
  4. Drag the MindTouch Customer Insights Token and Publish Solution fields (see image below) into the form

The Customer Insights Token field initially displays as end-user visible, but we'll hide the field with code in a bit.

  1. Click Save form.

Verify the Zendesk ticketing form

Use one of the following options to view your ticket form:

  • Navigate to the Zendesk Help Center at {company}.zendesk.com/hc/en-us
  • Access the form directly at https://{company}.zendesk.com/hc/en-us/requests/new?ticket_form_id={myformID}

{myformID} is the number sequence at the end of your ticket from URL

Receive custom embed code

Contact MindTouch Support or, if applicable, MindTouch Professional Services to receive a custom embed code for your Zendesk Help Center ticketing form.

Add the custom embed code to your ticketing form

  1. In the Zendesk Help Center, navigate to General > Customize design
  2. Under Theme, select Edit theme
  3. In the Theme editor, select New request page from the drop-down menu
  4. Use code view to edit the template
  5. Paste the custom embed code your received from MindTouch Support or Professional Services. The embed code will look similar to this (some values of the embed code will  appear differently):
<!-- Generated on [8/3/2018 5:14:20 PM] by MindTouch, Last Updated [8/3/2018 5:31:37 PM] by MindTouch v.1.0.0.0 -->
<script async="async" src="https://{hostname}/@embed/a3cb91f5e06f30bf7ea825aedfda6cb7cf9283a08733e0d09f6c957e31801fad.js"></script>
<script type="mindtouch/embed" id="mindtouch-embed-a3cb91f5e06f30bf7ea825aedfda6cb7cf9283a08733e0d09f6c957e31801fad"></script>

<!-- MindTouch for Zendesk Help Center Integration -->
<script>
    // hide customer insights token form
    $('.form-field:contains("mindtouch_user_activity_token")').hide();
    
    // when the Environment Information Touchpoiont has a token available, update the form field for it
    document.addEventListener('mindtouch-web-widget:environment-info:user-activity-token-changed', function(e) {
        $('.form-field:contains("mindtouch_user_activity_token") input').val(e.data.userActivityToken);
    });
</script>
  1. Click Save.

zendesk_form.png

Test Customer insights

Test the form by using it to create a new ticket. In the Zendesk agent experience, verify the new ticket is automatically populated with the MindTouch Customer Insights Token and that the customer insights tool shows customer activity data.

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