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Configure your Zendesk ticketing form for Touchpoint tools

Written by Ricky Nguyen
Product Analyst at MindTouch
This page applies to:MindTouch (current)

This article outlines the final step to automate pulling customer insights into Zendesk via your ticket form.
 

Prerequisites


The easiest way to set up your 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 you do not have access to the Zendesk branded customer portal, you must use a custom or third-party ticketing form. While integration is still possible, it is not covered in this article. Steps to achieve integration with a custom or third-party ticketing form will require additional exploration by your Zendesk admin or developer resource.

 

Why do I need a customer insights token?


For the customer insights Touchpoint to be able to report on your customers’ viewing and search history, the Touchpoint needs to pass a token to identify the user for Zendesk when a support ticket is submitted.

A ticketing form is a common way to get tickets into Zendesk, and the current best practice for grabbing user event data is with a user token. Using an email channel instead of a ticket submission form or using email as a unique identifier may not be as reliable or accurate.     

 

How do agents experience the customer insights Touchpoint?


On your Zendesk instance, agents will see a list of articles a user has viewed in a certain time period: 

Screenshot of the customer insights tool

The Touchpoint for Zendesk package automatically pulls the token character string into the search field and runs an insights search. 

 

How to configure your Zendesk ticketing form


Step 1: Configure your ticket form

  1. In your Zendesk environment, navigate to Admin > Manage > Ticket Forms.

Screenshot of the Zendesk navigation to ticket forms

  1. Select a current form to modify or click Add form to create a new one.
  2. Configure your Form fields as you see fit (name, general fields, etc.).
  3. 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.

Screenshot of the Zendesk ticket form and how to drag the fields over.

Step 2: Verify your Zendesk ticket form

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

(1)  Navigate to your Zendesk help center at:

<mycompany>.zendesk.com/hc/en-us


(2)  Access your form directly at the following:

https://<mycompany>.zendesk.com/hc/en-us/requests/new?ticket_form_id=<myformID>

Your <myformID> is the number sequence at the end of your ticket from URL.

Step 3: Create a browser API token

In your MindTouch instance, create a browser API token. Make sure to record the API Key and Host. You will need both later.

Enter your Zendesk help center URL as host when configuring the browser API token: <mycompanyinstance>.zendesk.com. Do NOT enter apps.zdusercontent.com!

Step 4: Copy your custom code

Copy and paste the following custom code: 

Step 5: Add your custom code to your ticket form

  1. In your Zendesk help center, navigate to General > Customize design.

Screenshot of the Zendesk customize design option

  1. Under Theme, select Edit theme.

Screenshot of selecting theme dialog in Zendesk

  1. In the Theme editor, select  New request page from the drop-down menu.
  2. Use code view to edit the template.
  3. At the bottom of the code, copy and paste your custom code copied earlier.
  4. In your copied custom code, look for the following values and replace: 
  • host — replace with your MindTouch site host name, i.e. <success.mysite>.com
  • token — replace with the token information recorded when you created your browser API token.

This can be a little confusing — creating the API token, you must use your Zendesk hostname <mycompanyinstance>.zendesk.com. However, here you must use the host name of your MindTouch site <success.mysite>.com. Ensure you are using the correct hostnames or the integration will not work.

If you forgot to record your API token information, navigate to Site tools > Control panel > System Settings > Integrations > API Tokens to retrieve the information.

  1. Click Save.

Screenshot of the Zendesktheme editor with the MindTouch code embedded

Step 6: Test your customer insights Touchpoint 

Test your form by creating a new ticket. In your Zendesk agent interface, verify the new ticket is automatically populated with the MindTouch Customer Insights Token and that the customer insights tool shows generated user event data.
 

Your Zendesk integration is complete! Now what?


Congratulations, you have now successfully configured your Touchpoint for Zendesk. You have set up your ticketing form to receive and pass through the appropriate customer data so that your agents can better serve your customers. Here are some general next steps:

  • Train your support agents on the value of this integration.
  • Onboard your support agents to properly leverage and utilize all of the bells and whistles.
  • Work with the publish solution in the integration and create a reporting and authoring workflow to continuously optimize your help content. For best practices, talk to your customer success manager.
  • Contact MindTouch support with questions.
     
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