Industry Report: Here’s How to Improve Customer Support & Sales on Black Friday

Whether you’re an online retailer or consumer, Black Friday is a crazy time of the year. For customer support teams, in particular, the stress and demand can seem neverending – it’s not a question of if a customer will have an issue or question, but when. Adding extra layers of employees needing (and deserving) time off of work around these times and generally higher stress levels, startups and small businesses especially can feel the tension around customer support.

Black Friday On-Demand: Salesforce Industry Report

To be frank, mobile and on-demand options truly reign supreme. Customers today expect a smooth purchasing experience, fast shipping, and even faster customer support.

Salesforce combined the insights on the activity of over 500 million global shoppers and billions of transactions, millions of public social media conversations, and data from Salesforce’s annual Connected Shoppers Report to give retailers and online businesses the intelligence they need keep moving forward this holiday season.

Here’s what VP of Industry Insights, Salesforce Commerce Cloud, Rob Garf, had to say:

“Just like watching television, holiday shopping has moved from an appointment based activity to an on-demand activity. Salesforce expects to see continued growth not only in mobile orders and website visits, but also in newer technologies such as mobile payments and artificial intelligence. It’s not too late for retailers to make adjustments today in order to meet consumer expectations and better compete this holiday season.”

You can read the full report and insights here.

A Better System of Customer Support for the Holidays

So, how does an online business truly prepare for holiday shopping? A new trend in customer support: self-service.

Interactive decision trees allow customers to quickly and easily navigate through processes, products, troubleshooting, and more. Setting up a completely automated, information-filled FAQ or knowledge base, simple-to-use product finder, or digestible problem-solving can solve a myriad of internal issues (and your customer’s, too!).

Our retail customers are able to solve problems and answer questions outside of regular and holiday office hours, as well as encourage more sales and truly streamline the customer support process. Take a look at some of our own resources for improving customer support here, and stop by our own decision tree-built knowledge base here.

Ready to start streamlining retail customer support for your eCommerce business? Get in touch with us, or sign up for an account. 

4 Customizations to Make Self-Service Support More User-Friendly

When developing a customer-facing decision tree, an important piece is to add some personality, brand identity, and industry-relevant knowledge to allow end-users a more user-friendly customer support experience.

Implementing a personalized or branded color scheme, along with icons that relate to your company, will keep an easy-to-follow and digest structure throughout your support process. An interactive decision tree is the easiest way to help a user with visuals, where they can follow the trees effortlessly while being able to really learn from the guided instructions.

We’ve detailed each customizable element – and examples of how to use them correctly – to make your end-users even happier about their customer service experience!

1. CSS & Personal Style Customizations

Colors and icon choices communicate in subtle ways and can reinforce your brand and mission. Here are some ways to manage these:

Custom colors

We made it easier to adapt your decision tree to your personality or brand when customizing so your tree can fit your desired color, custom CSS files being the main one. Once you have created your ideal profile, you can simply add it to your decision tree product finder which will help reveal your true brand identity.

Animated themes

We had feedback from our users suggesting that it would be more user-friendly if we included a feature of animated themes, including colors but remaining easy-to-use. Our design team and engineers set out to create this recommendation with the main goal of making tree color customizations easy.

See the endless possibilities in this quick, fun video:

Color buttons and icons

Here’s the feature that will allow you to build your own personalized color buttons, icon imagery or even to include emojis within your page titles and buttons. To customize the style of your buttons, all you need to do is prefix the button text with special classes. For example, for your color buttons, choose:

  • .btn-blue
  • .btn-yellow
  • .btn-sky
  • .btn-purple
  • .btn-pink

To add an icon that helps guide your customer but also helps reveal your brand personality, add one or more of these classes:

  • .btn-yes
  • .btn-careful
  • .btn-arrow
  • .btn-thumbs-up
  • .btn-question

2. Visual Features for Creative Support

Video content is shaping user satisfaction across the internet. And with many uses and forms, this is something that more people are demanding, which is why video is the best way to improve your user experience. GIFs are also actively being incorporated into decision trees making the user experience more rewarding. A short clip of a difficult instruction, being repeated several times after 3 seconds or so makes the process of self-service a lot easier to follow.

When including still imagery, diagrams or other graphics into your customization, you are allowing the customer to be at the same pace when working towards a solution. Having reminders follow your tree also makes the service more user-friendly.

There are two main features when using visual aids with a decision tree, one is the effectiveness and the second is interactiveness. It’s so easily done, you can add it to any node you want.

3. Easy Data Collection and Presentation

The use of document nodes can be used for specific types of customized documentation that prove highly beneficial to the self-service aspect of support. Documentation can include building legal agreements, generating purchase orders or even a lead to a returns label that the user has personally generated. 

4. Messaging & Translations for Understanding

When publishing across multiple languages, creating a decision tree that works interactively for these can become complicated. With the translation customization, you can reach a larger user base who need the language localized. With localization management software, along with other custom support features, your users will find your platform much easier to follow. You can follow our instructions here on how to translate your decision trees.

It all starts with a good base of messaging, however. When communicating throughout your decision tree, you should write well and use industry language that is helpful and informative. For nodes with poorly descriptive language, it creates confusion and incomplete results. Here are some of the basics of writing effective nodes that will help you write informative questions that lead to a better, more personal experience. 

Make questions concise by focusing on one subject at a time and structuring to an easily absorbed manner.

What not to do:

If our system of tutorials and articles hasn’t been helpful, do you think you would consider switching service providers?

What to do:

Would you consider another provider if you were not able to self-solve using our knowledge base?

Use the right language so that every user can navigate through your tree knowing the subject and words being used. 

What not to do:

What kind of issue or problem is happening with your account? 

What to do:

How can we help? Please select a category.

Focus on an active voice so you can communicate areas appropriately that identify awareness of the issue within that action. 

What not to do:

Our recommended guidelines and instructions for solving your issue should be followed as written below.

What to do:

Follow our recommended guidelines below to solve your issue!

When navigating through the creation of your decision tree, have the customer at the forefront of your mind, and keep questioning the end user experience. If you need any other assistance, reach out to us so we can assist you with the best self-service solutions.

Using Decision Trees for Smart Scheduling with Calendly

One of the process issues we’ve faced as a company is the amount of time it takes to coordinate scheduling online demos for prospective new customers. If only there was a way to intelligently gather background information from each prospective customer, and then route the requests to the proper team… oh, wait! Zingtree can do that.

If you request a demo from our Contact Us page, you’ll launch a decision tree that determines what sort of customer you are, gathers relevant background information, and then opens a scheduler built with Calendly for the relevant team.

Calendly is really well designed, and about as easy to use as possible. You can set up individuals or teams, and Calendly accesses their Outlook or Google calendars so that the available times are shown for each person or group. Rather than having a ton of back-and-forth with every party involved, our customers can quickly see when we are available, and pick a time that works with their schedule.

Calendly also lets you pre-fill custom forms used in the scheduling process. So besides name and email, we create a backgrounder using Zingtree data entry fields and button click variables for each meeting request.  Our calendar entries include something like this:

name: Joe Customer
company: Acme Widgets
email: joe@acme.com
website: acme.com
Use_Case: Internal & External
Agents: up to 10
integrations: Zendesk
data_transfer: Send from Zingtree to another App
features: how to create trees
business: We manufacture widgets
how_help: save time in support

Not only do we make it convenient for the customer to provide this information to us, but also this helps us prepare properly for each meeting.

You can see how this scheduling decision tree is built here. Or…

 

 

Can you use this sort of system in your business? Let us know what you think! (And maybe even schedule a demo.)

How to Create a Master Decision Tree

Many of our customers with large decision tree systems in place ask for guidance on how to make a “master tree” which links to individual trees for troubleshooting or other processes. This is especially helpful for organizations that use Zingtree to build and publish completely interactive FAQs. In this article, we’ll discuss how it’s done.

Building a Master Tree

Creating a Master Tree is a simple, yet powerful process that consists of two over-arching steps:

  1. Build the individual decision trees.
  2. Build a Master Tree with one node, using a “blank starter tree.”

After building your individual trees and troubleshooters, there are a couple of distinct ways to build a Master Tree. We’ve created an example Master Tree for a few of our Gallery product finders.

Method #1 – Using Tree Tag Lists

1. Use the Settings tool to add tags to the trees you want to include in the Master Tree. For this example, we added the tag “master_finder” to our product finder decision trees.

2. Create a new decision tree to act as your Master Tree.

3. In the Master Tree root node’s content area, include a tree tag list. For our example, we tagged our trees with “master_finder,” so the tree tag list looks like this:

#‌#treetaglist-any: master_finder##


Method #2 – Using Tree Nodes

1. In the Master Tree, add tree nodes for each tree to link to.

2. In the root node of the Master Tree, create a button for each tree node. This will allow an end-user or customer to quickly jump to any other relevant decision tree from the Master Tree.

Example Master Tree

Here’s a look at our Master Tree in action:

Want more tips? Our blog is chock-full of them. Any questions? We’re always here to help

Decision Trees for Insurance: Easy Insurance Scripts Case Study

Easy Insurance Scripts + Zingtree

In partnership to provide insurance agencies with powerful interactive scripts

 

Easy Insurance Scripts has helped more than 2,500 independent insurance agencies across the U.S. and Canada become more profitable. With a unique system that provides online scripts to guide agents through insurance solutions for policies and procedures, marketing, human resources, errors & omissions, and customer service, it’s the only company of its kind offering powerful, tangible resources.

Easy Insurance Script’s Challenge:

Focusing exclusively on independent insurance agencies in the US and Canada, Easy Insurance Scripts saw many agencies confronting procedural issues with staff and customer service. Founder and CEO, Ted Baker, said: “there is often very little training and consistency offered for new staff and incoming insurance agents, so we wanted to create scripts to help guide agents through every interaction and policy question.” Easy Insurance Scripts needed a reliable way to assist independent insurance agents, but realized it wasn’t sustainable or feasible to create this solution from scratch.

Zingtree’s Solution:

Easy Insurance Scripts is partnering with Zingtree to combine 40 years of insurance experience with the dynamic technology of interactive decision trees. With a comprehensive platform for creating consistent training and call scripts, independent insurance agents are more effective, productive, and helpful.

“It’s amazing that I’m able to automate all of this for independent insurers,” says Ted, Founder & CEO. “For me, the ROI of Zingtree is immediate. Introducing standardized decision tree scripts for insurance has allowed the insurers in my network to really thrive. With scripts for guiding conversations, interactive trees to train new agents, and the reporting that comes along with it, agents are able to provide a better customer experience that’s consistent and informative.“

About Zingtree: Zingtree is the most user-friendly, business-ready platform for creating and implementing interactive decision trees and scripts that deliver answers faster and simplify complex processes. You can quickly create decision trees that your employees, site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used.

Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems. Interactive decision tree scripts have allowed Easy Insurance Scripts to bring their original concept to life.

View the full Easy Insurance Scripts + Zingtree case study and download the PDF here

Are you an expert in a specialty like medical, sales, finance, or other areas and are interested in partnering with Zingtree like EIS above? Please contact us and we’ll talk!

Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses and check out the rest of our Case Studies!

Powerful Appointment Scheduling for Medical Practices

scheduling tool

Scheduling medical appointments can be a stressful and complicated process for both patients and healthcare practices. With the evolution of software and other technologies, setting the right appointment with the right doctor has improved, but hasn’t yet truly progressed into a digital, streamlined way — interactive decision trees as an appointment scheduling tool are the wave of the future.

The Future of Medical Appointment Scheduling

The Spokane Ear, Nose & Throat Clinic is a large group practice with multiple office locations and a firm understanding of the quality patient care; this includes quickly getting their patients set up with the right doctor. Spokane ENT’s decision tree appointment schedulers allow the clinic to evaluate patients and ensure they are paired with the correct specialty every time. Efficiency and productivity are through the roof!

Decision trees are a super-streamlined approach to gathering pertinent, sensitive medical information and routing patients to the correct specialists or department in just a few clicks. With every question and answer the patient is guided through, more critical and standard information is revealed and stored in a HIPAA format.

Here’s an example from our Medical Appointment Scheduling Tool demo:

When the appointment has been scheduled, this collected information can also be distributed and delivered to the right office securely.

Dr. William Schmitt of Spokane ENT (along with the rest of the staff) have optimized and standardized every medical scheduling tool across office sites, saving the medical practice and its customers an overwhelming amount of time. With their medical scheduling decision trees in place, the clinic has streamlined more than 18,000 patient calls and counting.

“Decision trees have allowed us to collect patient symptoms and quickly schedule them with the correct physician and accompanying testing.” 

Quickly Route Patients to the Right Care & More

With customized solutions and real-time 24/7 access, every patient will benefit from what interactive online appointment scheduling has to offer. Rather than calling during practice hours and navigating a phone tree, or waiting on hold with a busy administrative staff member or receptionist, busy patients can self-solve and lead themselves directly where they need to go.

Screen Shot 2017-07-26 at 00.05.45.png

With a simple question-and-answer style flow, patients can feel more comfortable sharing private medical details and locate the correct specialist that they need in just a few minutes. This process also streamlines things once the appointment takes place, as all of the patient’s history, symptoms, and other information can already be collected in a secure digital format.

Some other great uses for health care or medical decision trees include:

  • Risk assessment
  • Pre-diagnosis and triage
  • Patient enrollment
  • Medical exams
  • Health questionnaires
  • Nurse advice lines
  • And so much more

You can more use cases and decision tree demos for medical and healthcare practices on the Zingtree Gallery.


Put it to the test and see how easy it is! Otherwise, contact our support for some extra assistance.

This article was originally published on July 31, 2017.

What Kind of Halloween Costume Should You Wear This Year?

It’s Halloween time again, and we all know what that means — fun, fright, and SO many decisions!

From what kind of candy to get for trick-or-treaters, how much, what kind of decorations to put out, and what other kinds of plans to make, there’s a lot to juggle. The pressure of finding the absolute perfect costume can be a stressful addition to Halloween life, but have no fear! (Well, except for the appropriate amount…)

We have carefully selected costumes for many occasions, so whichever road you find yourself down on the day of the dead then you’ll be perfectly prepped.

 

 

What are you wearing this October 31st? Drop your ideas in the comments below!

Check out more great decision tree examples on the Zingtree Gallery.

Building Troubleshooters for Complex Products & Tools

interactive troubleshooter

Interactive troubleshooters are becoming a more frequent way to solve problems involving complex, technical products.  Since most complex equipment for industries like manufacturing, videography, and hardware/software have fewer “expert technicians,” the need for more intelligent support systems has risen. Where issues and complicated instructions run rampant, the fastest way to find the solution to a problem is with interactive troubleshooters.

Caterpillar, the US manufacturer of construction and farm equipment, is using Zingtree troubleshooters in their manufacturing plant. Likewise, IT Works, the most relied-on resource for collecting information on living environments. We even got our own start by building troubleshooters for another software company, Applian Technologies.

Self-Solving with Troubleshooters

With complicated products and tools, troubleshooters aim to help find the area of the problem by narrowing down other contextual factors. By offering an interactive format to simplify the issue, you have solved part of the problem already.

For highly-specialized or complex products, it can take a while to get fixed or for the right person in the right location to come and fix it, in many cases. Troubleshooting solutions make it easier for expert technicians to judge the issue and solve accordingly, and for less-than-expert level folks to figure things out.

Success Stories: Troubleshooters in Practice

For the U.S.-based manufacturing company, Caterpillar, this rings especially true. With an array of complex (and often large) manufacturing tools in use, equipment operators across the country needed an easier way to help work through issues and find answers anywhere. When an error code comes up, operators and technicians are able to assess the problem and find a way to fix it.

The decisions behind Applian’s customer support are also powered by our troubleshooters. The results? The company saved over $30,000 on resources per year and 15 hours of support time per week.

Here’s one of the Applian troubleshooters you can take a look at:

 

 

Building an Interactive Experience

Instructions are easier to follow from an interactive decision tree if the user is being guided by easy-to-follow, bite-sized directions. With complex products and tools, there is generally a lot of important information to cover – with no real understanding of your user’s experience level, it’s better to be as user-friendly as you can. You can even include videos, images and other types of media within your troubleshooter to make things even more easy to digest.

We have heaps of information on how to get started building troubleshooters right away – there’s a method that fits just about everyone! For more ideas, tips, and inspiration, we recommend having a look at our troubleshooters on display in the Gallery, as well as checking the blog for a catalog of best tips for building. There’s something in there for every industry!

After creating your in-depth, intuitive decision tree, end users will be delighted with the ease of providing a faster solution. Ready to start your revolutionary, problem-solving troubleshooter? Take a shot, or reach out to us if you need some expert advice.

3 Reasons Why Insurance Agents Need Interactive Scripts

interactive scripts for insurance

There’s one aspect of insurance that everyone can come to the same conclusion about: it’s complicated. Whether you’re talking about home insurance, life insurance, travel insurance, property insurance, or any other type you can name, the same issues around complexity arise. In an industry so deeply-rooted in lots of paperwork, fact-checking, and claims processing, important and confusing details of all sizes are plentiful.

Agent scripts are one solution that has really helped to simplify these types of everyday insurance processes. In today’s digital world, however, the traditional call script is being replaced with something even more effective and easy-to-use. Interactive decision trees and agent scripts for insurance make it easy to pick products, follow processes, and collect important data.

Leading companies and independent insurance agents worldwide use interactive decision trees for insurance to streamline and simplify every detail – meaning more people helped, more money saved, and more consistently-positive interactions reported. Here’s how some of our insurance-based customers are taking advantage of interactive decision trees:

Case 1: AFLAC

AFLAC, a leading insurance provider in the US, is using interactive decision trees for insurance to guide their insurance sales agents in order to locate and offer the best possible policies for prospective customers.

Case 2: Zudy

Zudy, a no-code enterprise platform, works with insurance companies to provide interactive insurance scripts around their most important and complicated topics, including claims processing.

Case 3: Easy Insurance Scripts

Easy Insurance Scripts partners with Zingtree to deliver powerful agent scripts to insurance agents, along with its roster of equally helpful tools and resources for agents.

While the use cases and exact results may vary from agent to agent, organization to organization, the benefits really boil down to 3 main things:

  1. Consistency
  2. Guidance
  3. Simplification

Let’s take a closer look…

Consistency

Details in the insurance industry are more than important – they are absolutely vital to the integrity of the practice itself. With so many critical details and rules within every claims process, consistency in the information and experience provided cannot be overlooked.

To ensure consistency, interactive decision trees and agent scripts are completely standardized across the board. For real-time conversations, training scenarios, and processing situations, having a consistent and reliable script can help to achieve the intended goals.

Guidance

In many insurance interactions – training or otherwise – interactive, step-by-step guidance can be incredibly useful. Insurance agents and organizations are using interactive decision trees to guide customers to the best products for their needs, as well as guide agents in exactly to say next.

Ted Baker, Founder of Easy Insurance Scripts finds that “with scripts for guiding conversations, interactive trees to train new agents, and the reporting that comes along with it, agents are able to provide a better customer experience that’s consistent and informative.“

Simplification

Making things more simple is usually the best route to go. When you’re talking about insurance, however, the details that are being simplified still need to maintain their integrity. Interactive decision trees for insurance allow agents to ask a few pointed questions, collect the necessary information, and file what needs to be completed all in one streamlined format.

By asking a few questions and simplifying each task through a series of easy-to-follow, guided steps, decision trees and agent scripts for insurance ensure the correct process is followed for recommending policies and processing claims every time.

These 3 digestible, yet extremely powerful benefits of interactive decision trees are enough to make every customer interaction more positive and productive. Have any questions? You can see live examples and learn more about our solutions for insurance agents and organizations on our site, or feel free to reach out directly.

Zendesk Agent Scripting App – Version 10

If you’re a Zendesk user in a Contact Center environment,  you’ll want to be using our Zendesk Agent Scripting app.  This makes it easy to guide, train and onboard agents and is a huge productivity booster for everyone.

The Agent Scripting app appears as a button in the right-hand panel:

Click Open Script, and you’ll see your decision tree in a pop-over like this:

If another agent picks up the ticket, they return to the last viewed node, and can see each step taken previously by opening the History:

 

Benefits of the Zendesk Agent Scripting App

  • Standardization: Show a guided path for each ticket, so that Agents follow the proper operating policies or troubleshooting procedures.
  • Pause and Resume: If a ticket is transferred, the supervisor or new agent is taken to the last place in the script, and can see the history of the previous steps taken.
  • Automatic Script Selection: The Agent Scripting App can choose a script based upon the Zendesk brand, Zendesk ticket tags, or the value of a custom field.
  • Agent Feedback: Agents can send feedback directly to the authors of the decision trees with a single button click. Feedback is delivered to each author’s email, and includes the tree ID and node number where the feedback was sent from.
  • Automatic Ticket Updating: Tags and custom fields in the ticket can be updated from actions in the script – either via buttons clicked in the script, or from data entry collected.

New Features in Version 10

If  you’re using a previous version of the Zendesk Agent Scripting app, you may want to upgrade to take advantages of these new benefits:

  • Pop-overs: Scripts now appear as pop-overs, rather than being constrained to the right-hand panel.
  • Ticket Updating: Your tickets can automatically update by navigating the script, or by entering data into Zingtree Data Entry Fields. For example, the start of your script could offer the agent a choice of a product, and the “product” field in your ticket will be automatically selected when the agent makes a choice.

Note: Don’t remove the current version of Agent Scripting until you are ready to make the switch. Versions 9 and earlier may not be updated going forward.

Demo Video

This two minute video shows you how Agents interact with the Agent Scripting App:

 

Getting Started

Here are the basic steps to get up and running:

  1. Build an interactive decision tree script with Zingtree (or use one of our demos to start).
  2. Install the Agent Scripting App (version 10) into Zendesk.
  3. Configure the Agent Scripting app within Zendesk.
  4. If you want to have your decision tree scripts update your  Zendesk tickets, you’ll need to add variables and/or tags to your Zingtree tree to match your Zendesk setup.
  5. If you want to enable automatic script selection, you’ll need to add tags to your trees in Zingtree and configure the Zendesk Agent Scripting app properly.

Installing the Agent Scripting App into Zendesk

Download and configure the Zendesk Agent Scripting App version 10 like so:

  1. Download the Agent Scripting app here.
  2. In Zendesk, click the Admin icon and go to Apps > Manage.

  3. Click Upload Private App.

  4. The Upload App page appears.

  5. Enter “Zingtree Agent Scripting” for the App Name.
  6. For App File, locate the file zingtree-agent-scripting-v10.zip you downloaded in step 1.
  7. Click Upload, then confirm if necessary.

Configuring the App

Once you’ve uploaded the app, click App Configuration to see the configuration screen:

Here’s what each item does:

Tree ID: This is the default tree that appears when agents click “Open Script”.  (You should always have a default tree.)

Hide Integration Setup Info: When you are setting up Agent Scripting for the first time, you may need some information about your Zendesk setup to take advantage of automatically updating ticket fields. An “Integration Setup Info” link appears by default when you first install the app, and ticking this option hides it.

Match Tree Tags to Zendesk Brand: If this option is checked, the subdomain of the selected brand will be matched to a Zingtree tree tag.  Any matching tree or trees will appear.  For example, if the brand subdomain is xyz.zendesk.com, any trees tagged as xyz (using the Zingtree Settings tool) will appear.

Match Tree Tags to Zendesk Ticket Tags: If checked, the values in the Zendesk ticket tags will be matched with your Zingtree tree tags (set via the Zingtree Settings tool) to show one or more matching scripts.

Match Tree Tags to values in a Custom field: If you want to use a custom field value to show matching scripts, enter the Zendesk custom field identifier here. The field name can be found using the Integration Setup Info link that first appears in the sidebar when you install the app.

Zingtree API key: Each organization in Zingtree has an API key, which is used to match scripts. If you’re using one of the tag matching options, this is required. Your API key can be found at zingtree.com under Help, API.

Enabling Automatic Script Selection

Automatic Script Selection works by matching tree tags you set in Zingtree to values in the Brand, Tags, or a custom field in a Zendesk ticket. For example, if a tree is tagged with “astrology”, and the ticket tags include “astrology”, then that tree appears. If several trees match, then they will all appear, and the agent can choose one.

To open a script based upon Brand:

  • Add tags to your trees for each brand you want to match. So if one of your brands is xyz.zendesk.com, use xyz as a tree tag in Zingtree for all the trees you want to show.
  • Make sure Match Tree Tags to Zendesk Brand is checked in the App Configuration.

To open a script based upon Zendesk ticket tags:

  • Add tags to your trees for each tag you want to match. So if one of your ticket tag possibilities is “billing”, use billing as a tree tag in Zingtree for all the trees you want to show.
  • Make sure Match Tree Tags to Zendesk Ticket Tags is checked in the App Configuration.

To open a script based upon a custom field:

  • Add tags to your trees for each possible custom field value you want to match. So if one of your custom field values is “billing”, use billing as a tree tag in Zingtree for all the trees you want to show.
  • Make sure the proper Zendesk field variable name is entered for  Match Tree Tags to values in a Custom Field is checked in the App Configuration.


Adding tags to a tree in Zingtree is done like this:

  1. Select a tree from My Trees.
  2. Go to the Settings tool.
  3. Enter or select a tag from the Tags field.

  4. Click Update Settings.

How to Configure to Update Ticket Fields

As agents navigate through your trees, their use of the decision tree scripts you create can automatically update any custom fields in that ticket. This can be done in two ways:

  • By clicking a button in a script
  • By entering data into Zingtree data entry fields.

The key is to use variable names in your Zingtree that match the ones used in Zendesk.

First of all, determine the names of the variables in Zendesk by clicking the Integration Setup Info link in the Agent Scripting app. You’ll see something like this:

You’ll see the label for the field as it appears in Zendesk’s ticket form, and the Zendesk variable next to it. In the above example, the Product custom field variable is custom_field_22899289. This is a drop-down selector, and the Zendesk values for the field options are astrology and insurance.

For the rest of this example, we’ll use custom_field_22899289 as the custom field variable.

To make a button selection update a custom field, you’ll set it up in your Zingtree as follows:

  1. Go to the Overview tool, and edit the node whose button selections will update the ticket.
  2. Click Edit Buttons (or Add Buttons if you don’t have any buttons defined). The button editor appears:

  3. Make sure Assign Button Click Variable is checked. This makes the other options appear.
  4. For the Button Click Variable, enter your custom field variable from Zendesk (custom_field_22899289 in the example).
  5. For each button option, enter the value of the variable under Score/Value. If this is a drop-down list in your Zendesk ticket, you’ll need to make sure the Score/Value entered matches one of the drop-down option values as shown in the Integration Setup Info.
  6. Click Save Changes when you’re done configuring buttons.

Bonus: Adding Tags via button clicks:

Button clicks can also add tags to a ticket. In the above example, clicking Something Else adds the tag other_tag to the ticket. Just include the tag name with two colons after the button text. So entering a button like Something Else::other_tag will add the tag other_tag to the ticket if this is clicked, but agents will only see Something Else as an option.

Using Zingtree Data Entry Fields to Update Tickets

Just like the above example, you can also use Zingtree for data entry, and have that data automatically transferred to your ticket. The key is to use the same variable name in Zingtree as you used in Zendesk. The Integration Setup Info link in the sidebar will give you those Zendesk variable names.

Example: If you have a text entry field in Zingtree you want to update into the Zendesk field custom_field_1234, you would set up the variable name as follows:

 

Try It with Example Data

You can use trees from the Zingtree Gallery to see how the Agent Scripting app works.

For a single tree, enter ’14’ as the Tree ID. This will show an Astrology website troubleshooter example.

For multiple trees, see how a tree can be selected by tag by doing the following:

  1. Enter 6a103737e44e4aa6e1e4b6b0bcb46f83 as the API key.
  2. Make sure Match Tree Tags to Zendesk Ticket Tags is checked.
  3. Try entering one or more of these tags into a ticket: “zingtree”, “astrology”, “pet_rock”.

Any questions? We’re always here to help