Zendesk Decision Trees using Yonyx

Yonyx, a premier platform for interactive decision trees, empowers customer support agents and self-service users. Subject matter experts can craft Zendesk decision trees using the Yonyx platform, offering interactive self-service or guidance for technical support agents using Zendesk. This article delves into the comprehensive features of Yonyx’s integration with Zendesk.

The Yonyx platform is employed to create a tree structure that represents business processes, such as troubleshooting steps. Within Zendesk, customer support agents engage with these trees interactively via the Yonyx app available on the Zendesk App Store

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What does this integration offer?

Yonyx Landing Page Embedded

Embedded Yonyx Landing Page

This app enables you to embed a Yonyx Landing Page (with multiple decision trees) in Zendesk.

Each Yonyx Landing page shows a collection of decision trees published in a line of business under your Yonyx subdomain – e.g. https://training.yonyx.com/. This landing page may have multiple catalogs and each catalog may have multiple decision trees published under it.

After configuring the Yonyx App for Zendesk, such a landing page automatically appears in the right-hand panel of a Ticket page in Zendesk.

Yonyx Landing Page
Access Control

Access Control for Zendesk Decision Trees

Who should have access to this app within Zendesk?

As a Zendesk Admin, you have complete control over which users should get access to this application. You can control that by the user roles or user groups, within Zendesk.

Filtered List of Zendesk Decision Trees

Agent may choose a decision tree from Yonyx Landing page or from a filtered list, based on ticket category / subcategory in Zendesk.

Tag Search

Search tags are keywords or phrases that can be associated with each decision tree. This app can be configured to filter the list of decision trees shown to the Zendesk user based on the Category and Subcategory of a Zendesk ticket. The Zendesk user always has the option to choose a tree from the list of all trees published from the Yonyx Landing Page.

Yonyx / Zendesk Data Connector

This data connector enables each decision tree to read/write data from standard/custom fields in Zendesk Forms.

Yonyx placeholders are objects that can store any value – be it customer’s name, phone number, a number, a date, notes, or an email. Each journey through the decision tree can be configured to start by reading all Zendesk fields (standard and custom fields) into corresponding Yonyx placeholders. Any updates to the placeholder values during the traversal by the Zendesk user are then written back to corresponding Zendesk fields.

Read Write Data

This enables decision tree authors to streamline the process where in a Zendesk user doesn’t have to remember what data to capture in Zendesk fields based on the nature of customer interaction. A Zendesk user simply captures or updates data elements shown in form(s) embedded in individual steps of a decision tree along the path traversed, and any updates are automatically written back to corresponding Zendesk field.

View Images in Full Screen

Agents can view images included in decision tree steps in full screen view.

If some decision tree steps include images, screenshots, or pictures – they may be hard to see in the small real estate of the context panel in Zendesk. A Zendesk user can simply click on the image to open it in full screen view in a new browser tab.

View Images in full screen

Incident Transcript included in a Ticket

A comprehensive log of steps traversed through a decision tree, also called an Incident, is saved in Zendesk ticket automatically.

Customer support agents spend a portion of their time writing after call summary notes in the Zendesk ticket. This documentation is important for record keeping, to better handle customer call backs, or if the ticket were to be escalated from an L1 to an L2 agent.

Yonyx Decision Tree platform automates this documentation by storing a timestamped transcript of the steps traversed through the decision tree traversed by the agent

Transcript Summary and History

Zendesk ticket number cross referenced in Yonyx Incident

Each time a Zendesk user goes through a Decision Tree from the Context Panel of a Zendesk ticket, the Zendesk ticket number is automatically added to the Yonyx Incident transcript as a Reference ID. This helps with reconciling Yonyx Incidents data with Zendesk tickets data.

Zendesk Yonyx Cross Referenced

Incident History in Zendesk Ticket

All Yonyx Incidents related to a Zendesk ticket are available within the ticket.

If a Zendesk user goes through multiple decision trees in the context of a Zendesk ticket, or if multiple Zendesk users go through decision trees in the context of the same ticket, a history of all Yonyx Incidents associated with that Zendesk ticket is automatically available in the Context Panel.

A Zendesk user can choose to review any past Yonyx Incident, create a new Yonyx Incident by starting a journey through a Yonyx decision tree, or “Resume” from any step in a previous Yonyx Incident.

Resuming an Incident creates a new Incident by inheriting all the activity (and all placeholder values captured/updated) up until the step from where the Zendesk user begins resuming the journey. This is helpful if an L2 Agent wants to resume from where an L1 Agent left off or take a different path through the same decision tree that L1 Agent went through earlier.

Incident History

Agent Compliments and Feedback Capture

While going through a Zendesk Decision Tree, a user can send context sensitive feedback to the author of a decision tree. This feedback may include pointing out a mistake in the content, or highlighting a customer scenario that the decision tree is not addressing.

Authors can use such context sensitive feedback together with analytics data to constantly improve the decision tree.

Agent Feedback

Call Zendesk Macros from Zendesk Decision Trees

Zendesk Macros can be called from any step in the Yonyx decision tree – e.g., to invoke Side Conversations.

You have the flexibility to invoke a Zendesk Macro from any tree node. Zendesk Macros are a versatile tool, allowing you to escalate a ticket, transfer it to another team, reply with templated emails, or initiate sidebar conversations through platforms like Slack or Email.

Zendesk Macro

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