Monthly Archives: January 2017

Single Sign-On for Zingtree Decision Trees

security-blog

Zingtree supports Single Sign-on (SSO) as a means of restricting access to trees.  Many customers have sensitive corporate processes or procedures encapsulated in their trees, and ensuring these trees are accessible only to certain employees can be invaluable.

Single Sign-on can be enabled with separate login systems for:

  • Employees/agents/end-users.
  • Tree Authors.

Single Sign-on is a service provided by many vendors, including Okta, Microsoft (ADFS / Active Directory / Azure), Google (G-Suite), Salesforce and more.  These services are known as Identity Providers.  A single log-in through an Identity Provider gives a user secure, authenticated access to applications provided by Service Providers like Zingtree.

Once you log in through your Identity Provider, you don’t need to re-enter your login credentials. SSO is a very convenient way to secure access to your applications, while not burdening end-users with extra hurdles.

Zingtree supports any service that is SAML 2.0 compliant, which is a common standard.

Set Up Overview

Configuring SSO requires your Identity Provider and Zingtree to share information with each other:

  1. Your Identity Provider needs information about Zingtree.
  2. Zingtree needs information about your Identity Provider.

Configuring Zingtree for SSO

To start, in the Zingtree top menu, go to Account, Single-Sign-on. You can specify SSO for either Agents (employees or end-users) or Authors.

You’ll see the parameters (specific to your organization) to share with your Identity Provider. Here’s how agent view appears:

If you’re setting up SSO for Authors, click this button:

You can switch back to Agent setup by clicking this:

Configure your Identity Provider with these parameters.

Next, click the blue button to Enter Identity Provider Data into Zingtree. The following screen appears:

Copy the rest of these settings from your Identity Provider.

Click Save Identity Provider Settings when finished.

SSO just needs to be set up once for your organization.

Testing Your SSO Setup

Once you’ve set up your Identity Provider and Zingtree for SSO, you can test from Zingtree as follows:

  1. In Zingtree, go to Account, Single Sign-on. This SSO configuration screen appears:
  2. Click the green Test Author Login or Test Agent Login button at the lower right of the page.

From here. you can test logging into your Identity Provider from Zingtree.  If you’re already logged in, the test will just return your email or another identifier from your Identity Provider.  If you’re not yet logged in, the Identity Provider’s login screen will appear, and then you will be returned to the Zingtree SSO test page after logging in.

Enabling SSO for Agents/End Users

Once SSO is working properly from your test, you can restrict access to any tree as follows.

  1. From Account, Single Sign-on, make sure you are on the Agents page.
  2. Tick enable Agents.

IMPORTANT: You still need to specify individual trees to restrict access to. Here’s how:

  1. Go to My Trees, and select the tree that you want to require SSO login.
  2. Click the Settings tool, and you’ll see something like this:

  3. Check Require Single Sign-on (SSO) Login to Access.
  4. Click Update Settings.

Dedicated Agent Login

Rather than having Agents go through the Zingtree login page, you can send them directly to your SSO login page. Here’s how:

  1. Go to Account, My Agents.
  2. Give your agents the link from this button:

Enabling SSO for Authors

From Account, Single Sign-on, switch to SSO for Authors:

Make sure Enable Authors is ticked:

One More Step: You also need to add authors to your organization via Account, My Authors. They will not be required to use a Zingtree login to gain access, but this also validates them as a person who has access to an organization’s trees.

The rest of the setup for sharing information with your identity provider is identical to Agent Setup.

 

This article was originally published on April 4, 2017 and has been updated on January 8, 2018 to include enhanced SSO capabilities and improvements.

Our Top Zingtree Updates to Start 2017

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In the last days of 2016 and the first few days of 2017, while eating and drinking like everyone else, we also spent some time making Zingtree just that much better. It’s good karma to start the new year well, right?

Here’s what’s new for 2017 (so far):

  • Update: Session List report now shows total time from first click, rather that tree launch. Also shows European time if in Europe, and removes unneeded columns (Ricardo L.).
  • Fix: Apostrophes in user names no longer cause tree preview to fail (Lauren D’A).
  • Fix: Tree names with quotes no longer break designer when being referred to in tree nodes.
  • Update: Session Details report now shows timezone of organization’s super user (Tobias H).
  • Update: Data Entry checkboxes now include option for scoring (Vanessa, David).
  • Fix: Display order in Simple Overview works properly even after “set start node” is changed in Edit Node.
  • Fix: All Agents report now includes just sessions with clicks, not ALL sessions.
  • Fix: Sessions paused and restarted now always have have proper state for restarting.
  • Fix: Fade transition effect for “all tree search” now works properly.
  • Update: Hosted tree search for “node content” now searches through page titles and questions, as well as content area.
  • Fix: Copy Node now clears clear tree cache (Arie S.).
  • Update: Now using Google CDN for more reliable loading of key included files.

Got a new year’s resolution we can help you achieve? Send us a note!

Integrating Zingtree with Freshdesk

feshdesk call center scripts

Freshdesk is one of our most popular integrations, so we’ve made sure it’s easy to import Zingtree session transcripts into a Freshdesk ticket. With the integration in place, support staff can see all of the steps a customer went through in a decision tree before needing to ask for help – it’s a huge time-saver for agents!

When the integration is set up, agents will see a Zingtree transcript with each ticket, like this:

Requirements:

You will need the Estate or Forest plan from Freshdesk to accomplish this integration.

Overview:

You’ll first need Freshdesk Admin privileges to complete the process. This method will create a new field called Zingtree Session Datait gets hidden from the customer, but it appears for the agent answering the ticket. It includes the entire Q&A transcript of the user’s Zingtree session prior to opening a new ticket in Freshdesk.

Here’s how to set up the Freshdesk side:

  1. In Freshdesk, go to your Admin panel, and select Ticket Fields.
  2. Create a new “Multi Line Text”  ticket field named Zingtree Session Data. (This field must be set up as “display to customer” and “customer can edit”, but will be hidden from the end-user once you implement step #7 below. Trust us!) The properties will look like this:
  3. Click Done.
  4. Click Save to add the field.
  5. Next go to Admin, Portals, and click  Customize Portal next to the portal that will receive Zingtree data.
  6. Go to Layout and Pages, Portal Pages.
  7. Click New Ticket, then add this code to the new ticket edit area:
    <script src="//zingtree.com/api/freshdesk-new-ticket.js"></script>

    This is what it looks like (new code outlined in red):

  8. Click Save and Publish.

On the Zingtree side:

You need to make Link Nodes that go to your Freshdesk New Ticket form, and add this to the end of the URL:
?session_id=#session# 

Example:

If this is the link to your ticket form:
http://support.mycompany.com/support/tickets/new

Use this URL within a Zingtree Link Node to go to the ticket form, and have the Zingtree session transcript transferred:

http://support.mycompany.com/support/tickets/new?session_id=#session#

We’ve set up a sample Gallery tree (“Freshdesk Integration example”) for you to examine here. You can copy this tree, and then change the URL link to point to your own Freshdesk domain.

Follow these steps and in 15 minutes or less you’ll have a powerful integration between Freshdesk and your Zingtrees.

Any questions? Reach out to us anytime.