Freshdesk Call Center Scripts with Zingtree

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If you’re running a call center, or doing live support via Freshdesk, you can have a Zingtree script ready for your agents to follow to help problem-solve with a customer on the line. Better still, the script is linked to the ticket, so if another agent takes over the support session, they can see the steps the previous agent took, and start at the same node where the previous agent left off.

Freshdesk makes it easy to link Zingtree scripts into your ticket pages using their FreshPlugs. Our implementation adds an “Agent Script” button to the right hand panel of the ticket page. Clicking this button opens a Zingtree script in a new tab, tied to the current ticket.

Here’s how it looks in Freshdesk:

 

Here’s how to set up Freshdesk with Zingtree scripts:

  1. Log into Freshdesk, and go to Admin, Integrations in your support portal.
  2. Click on the FreshPlugs tab and choose New FreshPlug.
  3. Give your FreshPlug a name and description.
  4. Copy paste the code below into the script section. Substitute ######### with the ID of the tree you want to use for your script (this appears twice!):
    <a class="btn btn-success" target="_blank" href="http://zingtree.com/host.php?tree_id=#########&style=panels&show_history=1&persist_names=Restart&persist_node_ids=1&nopermalink=1&session_id=#########-{{ticket.id}}"><b>Agent Script</b></a>
  5. Click Save when finished.

More customization: You can use the Zingtree Advanced Hosting Options to create a custom URL to tailor how the tree will appear.   To use it in your FreshPlug, just add this code to the end of the URL (again substituting ######### with your tree ID):

&session_id=#########-{{ticket.id}}

Update: The Zingtree Freshdesk Agent Scripting for Call Centers plugin is also available in the FreshPlugs Gallery.

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