Setting Up Zendesk

Enhance customer support experience through WhatsApp, SMS & Missed Calls using your existing android phone and number or Connect an Official WhatsApp Account as Zendesk Channel Read More

Getting Started

Login into your Zendesk Support Desk

Then go to Market Place and search for Picky Assist

Click on "Install"
Select your Account from the drop down and Click on "Install" to continue

It re-directs to the app and give a "Title" to identify the Channel in Zendesk, you can rename this

Integration Completed

Configuring Channel Integration

Add Picky Assist Account

Login into Picky Assist Account

Select Picky Assist Project to Connect with Zendesk

Picky Assist Channel Integration it Completed, you need to do the settings in Picky Assist Account.

Configuring with Picky Assist Project

Now you need to configure the Zendesk App Settings in your Project

Login into your Picky Assist Account

Select the project which you are connected to the Zendesk

Click on Settings -> Apps -> Zendesk (Widget) -> Settings (Button)

A popup will open on the screen where you can configure the Settings

Channel

You can decide messages from which channel need to be pushed to your Zendesk Integration

Push Action

Here you can setup 3 actions based on this the incoming messages will be pushed to Zendesk

  1. User Smart Replies

  2. Send All Messages to Zendesk

  3. Dont push any message to Zendesk

Use Smart Replies Don't overload agents with tickets which are in repetitive nature, lets the smart replies handles frequently asked questions 24 x 7 without any agents. Convert the conversation into tickets only if bot unable to answer a question or user prefer to get answers from a human. If this option is selected then you need to configure smart replies by enabling "Smart Actions" to send message to Zendesk conditionally.

This option gives the power to push the message to zendesk conditionally, it's a good option if you have smart replies configured and want to push messages to Zendesk only when certain conditions are met as below;

  1. Matched a keyword like "Live Human Assistance"

  2. Smart Reply not able to understand the user dialogue (Default Reply)

In the message field you can customise the informations you want to push to Zendesk by using the "Attributes"

{{mobile}} replace with the current user mobile number {{current-user-reply}} replace with the current message from the user {{message-histroy) this will include the message histroy between the selected dates, this helps to maintain the conversation context and agent is aware about the conversation had with the answer bot.

Send All Messages to Zendesk This will send all incoming messages to Zendesk without any filters

Dont push any message to Zendesk This will stop pushing any messages to Zendesk