Zendesk App Installation Guide

Sign in

Sign in to your Zendesk instance and click the Admin icon in the sidebar. Select Apps > Marketplace.

Search Marketplace

Find the “Yonyx Interactive Guides for Support” app and click the tile.

Install

On the Yonyx Interactive Guides app page, click Install app in the upper-right corner.

Configure the app settings:

Title: Name of this app. Example. Yonyx Interactive Guides for Support v6.6 Yonyx Subdomain: The subdomain you chose while registering your company with Yonyx. If you chose acme.yonyx.com, enter ‘acme’ in this field. Example: acme Line of Business ID: When you register with Yonyx you get 2 lines of business by default. Enter the LOB id you intend to use here. Example: 91c000a0-7001-1006-b00b-bc760000d2f4 Ticket fields to base Tag Search on: Changes to these fields will result in Yonyx displaying the guides tagged with those field values. Example: ticket.tags,ticket.custom_field_24609383,ticket.custom_field_24655806 Yonyx API Key: Yonyx API Key can be found in Security Page after you log into Yonyx as an Administrator. Example: f4000090-300a-1003-9009-bc760000f0e8 Yonyx API Secret Key: Yonyx API Secret Key can be found in Security Page after you log into Yonyx as an Administrator. Example: QTasdf09867asdf+05BwckGI3asdf0987ND4/JoX8/mQ= Custom Field to store session Transcript IDs: Please add a new custom field and call it ‘Session Transcript IDs’ and enter its custom field ID here. Example: custom_field_24651386 Custom Field to store ticket Transcript IDs: Please add a new custom field and call it ‘Ticket Transcript IDs’ and enter its custom field ID here. Example: custom_field_24651526 Include Transcript URL: Includes the Transcript URL in ticket internal notes Include Transcript Summary: Includes the Transcript Summary in ticket internal notes Height: Sets application height to given pixels. If you have any question or comment, please contact us at support@yonyx.com

Whitelist:

After successfully installing the Zendesk app, create a new ticket and verify that the app shows up in the right-side panel. Now, right click and choose Inspect.
In the Console tab, look for a log similar to “Email this URL to Yonyx for domain whitelisting: https://9999999.apps.zdusercontent.com” Copy this line and email it to us at support@yonyx.com. Once we whitelist it, the Zendesk app should be fully functional.

Create Placeholder and Yonyx Command :

Sign in to Yonyx as an author, navigate to Gear > User Defined Objects, choose Placeholders tab and click “Create Placeholder” button.
Create Placeholder: Create a new placeholder, call it “Macro Id”, provide some description and click Save.

Create Yonyx Command:
Choose Commands tab and click Create Command.
In the new command window:

  • Call it “Zendesk”.
  • Choose “YONYX” as command type.
  • Enter “macro-id” in Parameter Name
  • Provide some description.
  • Click Save.

Example Business Process – Onboarding a new Customer:

Let’s say you have a Yonyx guide for a simple customer on-boarding process as shown above:

  1. You first check to see if we have a duly signed order form from the customer.
  2. We then choose the preferred payment method indicated by the customer on the Order Form and escalate the Zendesk ticket to a Finance team.
  3. Let’s say you have three separate Finance teams, one for each payment preference, who now need to perform invoicing set up for this new customer, in their respective systems.
  4. Further, let us assume you have created three Zendesk macros that handle the nitty-gritty of this ticket escalation to the corresponding Finance Team.
  5. We will now go through how you can call a corresponding Zendesk Macro when an Account Manager goes through this guide while choosing one of the three payment options.

Follow the steps below to invoke a Zendesk Macro from a guidance step in a Yonyx Guide:

  1. Find the macro ID of the macro in Zendesk.
  2. Set a placeholder called macro-id in Yonyx platform, to this value.
  3. Add a Yonyx command called Zendesk to the guidance step from where the macro should be called.
  4. Pass the placeholder called macro-id as a parameter to this command.

These four steps are shown in detail below:

Step 1: Locating the macro ID in Zendesk

  1. Click on the Settings button (Gear) on the left panel in Zendesk.
  2. Click on Macros.
  3. Click on a macro to locate its ID as shown in the screenshot below.
  4. Now copy the macro ID from the browser address bar as shown in the screenshot below.
Step 2: Set a placeholder called macro-id in Yonyx platform To call a Zendesk macro from a Yonyx Guidance step, a placeholder called macro-id needs to be set with the value of Zendesk macro-ID. This placeholder is then passed as a parameter to a command called Zendesk, which is embedded in a following guidance step. When the user traverses through the guide (accessed within Zendesk) to reach the guidance step containing this command, the Zendesk macro corresponding to the macro-id value is now called automatically. 1. Select a user response and set macro-id and macro-name to corresponding values – as shown in the screenshot below. Save this user response.
2. Now repeat this action for the other two user responses (“Paper checks” and “ACH or Wire Transfer”) with the corresponding values of macro-id and macro-name.

Step 3: Add a Yonyx command called Zendesk to the Yonyx Guidance Step

  1. Now click on the guidance step, where the “Zendesk” command needs to be added and choose Edit.
  2. Add the following lines in the body section of the guidance step:

    • Zendesk Macro Called: {{ph:macro-name}}
    • Zendesk Macro ID: {{ph:macro-id}}
3. The placeholders displayed within {{ }} will get replaced with the values set in the previous user responses, based on the path traversed through the Yonyx Guide embedded within Zendesk. 4. Now scroll down further in the right-hand panel, for the same guidance step and add the Zendesk command to it.
Step 4: Pass the placeholder called macro-id as a parameter to this command 1. Now add the placeholder called macro-id as a parameter for the Yonyx Command called Zendesk (see below).
2. Save the Guidance Step.
3. Make sure this guide is published to an LOB that is available to users within Zendesk.

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