Tag Archives: zingtree

Integrating Zingtree with Freshdesk

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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 see to make Link Nodes that go to your Freshdesk New Ticket form, and add ?session_id=#session# to the end of the URL. 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.

Zapier Decision Tree Integrations with Zingtree

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Our Zapier app makes it easy to send data collected during each Zingtree session to more than 500+ applications supported by Zapier. In case you haven’t heard of it, Zapier is a tool that simplifies data exchange between various web applications. We’re big fans.

Here are some cool things you can do with Zingtree and Zapier:

  • Send data collected in a Zingtree session to Salesforce, Zoho, Highrise, or any other CRM.
  • Add an email address entered in a tree into Mailchimp.
  • Send  yourself an email or SMS message when a customer reaches a critical node in a tree.
  • Save new customer information in a Google Sheets row.
  • Create Trello cards from trees, and include customer notes and session data.
  • And tons more!

When using Zapier, you create “Zaps.” A Zap has a “trigger,” which is the source of the data, and an “action,” which is where the data gets sent. Most of our customers want to send data from Zingtree to another app, so we’ll demonstrate how this is done here.

Before starting, you may want to examine a demo tree from our Gallery that gathers data and sends it to Zapier, or copy it to your account.

How to Set up Zapier for Zingtree

The Zingtree Zapier app is currently invite-only. But if you’re reading this article, you’re invited!

  1. Create a free Zapier account at Zapier.com.
  2. Go here to accept an invitation to use the Zingtree app. The invitation appears:
    Accept the invite.
  3. You’ll be prompted to make a new Zap:
    Click Make a new Zap.
  4. You’ll be asked to choose a Trigger App, which is the source of the data exchange.
    Search for Zingtree, and select Zingtree (Beta).
  5. You’ll be asked to choose a single trigger.
    Click Save + Continue.
  6. Next, you’ll need to connect your Zingtree account, and a tree to Zapier.
    Click Connect a New Account.

     

  7. You’ll be asked for your Zingtree API Key, which you can find here at the bottom of this page. Also enter the Tree ID that will be sending data to Zapier.
    Click Continue when finished.
  8. Change the name of the account, then click Test.

    You should see “success.” Click Save + Continue.
  9. Next, Zapier will attempt to retrieve any variables or sample data from your tree. If this is a new tree, you may want to run through it once and gather some data.
    Click Fetch & Continue.
  10. You’ll see some of the stock data that Zingtree always provides, as well as any custom data for your tree. Again, if you don’t see all the data you expect, do a test run through your tree, and enter some data at least once. This will make the rest of the process easier.
    Click Continue.

Set up the Action App – Email Example

So now you’re done with the Zingtree part. Congratulations! Next, you need to set up an Action App, which will receive data from Zingtree. Let’s set up email delivery as an action, as follows:

  1. Search for email, and choose Email by Zapier as an action app.
    Select Email by Zapier.
  2. This app has just one action.
    Click Save + Continue.
  3. Fill in details for the outbound email. You can insert fields from Zingtree in the body of the email as well.Click Continue when the email is set up correctly.
  4. You’ll see  a preview of what to expect.
    Click Create & Continue to save the action and send a test email.
  5. You should see another “success” screen.
    Click Finish when the email appears as you like.
  6. Name your Zap Zingtree to Email, and turn it on!

Your Zapier Zap is all set.

Making Zingtree Send Data

The final step is to tell Zingtree when to send all the data collected in a session to Zapier. This can be triggered from one or more nodes, when they are seen by the end-user of your tree.

  1. From Overview, Edit Node, edit the node that you want to trigger sending data to Zapier.
  2. Go to Send Message to, and pick Zapier: Zingtree to Email. This is the new Zap you created.
  3. Click Save.
  4. Now try a test from Zingtree. Using Preview or the Publish tool, navigate your tree, and when you reach the node that triggers the send, you should see something in your inbox. IMPORTANT: Make sure to use https in your published Zingtree URL when using Zapier.

Once you get your first Zap done, it becomes easy and addictive to hook Zingtree to the other applications that your business depends upon. So keep going!

Have any questions? Contact us anytime!

Fresh Tree Updates: Document Nodes and More

This latest Zingtree update includes the new Document Node type, and a smattering of small improvements:

  • New: Edit Tree Node can now open selected tree in a new tab for editing (Paul G, Sebastian V.).
  • New: email-session-info.php has new parameters for subject, body, from, secure_data_link. You can also include multiple emails separated by commas.  Details here. (Alok)
  • New: Link nodes can now accept variables (both Data Entry Fields and Merge Variables).
  • Update: Added “Add Node” option to main tree tools page.
  • Fix: Duplicating Scoring nodes now also copies scoring branch rules.
  • Fix: Root node no longer ever appears as an Answer node, even if there are no choices yet.
  • Fix: Copy Node now works properly again from Overview (Chrissie, Admin).
  • Update: Edit Node can now set the Start node.
  • Fix: Multi-line text fields now input form data from previous form fills.
  • Fix: Edit Node preview now renders blank questions properly.
  • Fix: One across button layouts are now shorter, centered (Deb & Tif).
  • Fix: unchecking “Use Scoring” when editing buttons in Edit Node no longer keeps scoring variable.
  • Update: Now shows scoring variables for data entry fields in simple overview summary, Edit Node data entry fields summary.
  • Fix: Long feedback comments display better.
  • Update: Can now read and delete comments on Scoring nodes (Chrissie).
  • Fix: Instant preview in edit-node-content after deleting a data entry field no longer shows a blank for that field.
  • Fix: Simple overview buttons don’t wrap on smaller screen sizes.
  • Fix: Added extra capacity for servers, fixed server scaling issue.

We love feedback. Send us your ideas!

How To: Creating Decision Trees With the Wizard

Interactive decision trees can be an extremely simple, fun way to navigate through your information, find answers to questions and more. The Zingtree Wizard tool is one such way to build out decision trees in a clean, step-by-step process.

With the Wizard, you’ll be prompted to fill out easy forms in order to generate your tree, providing the questions and answers your end-users will see. It’s one of the most straight-forward ways to generate a Zingtree!

Here’s how to use Zingtree Wizard:

1. Sign in and click My Trees > Create New Tree.

2. Select the option to fill out simple forms, and then give your tree a name and description.

3. Once in the Wizard, fill out some body text to get started with your tree.

4. Write out your first question, then fill the Answer Options section with every answer you’d like provided. You can see a live preview appear to the right of the screen as you move forward.

5. Continue to write out the appropriate questions, answers and final path solutions until every connection in your decision tree is made.

6. When you’re finished making the nodes and connections between them, you can take a full look at your finished decision tree in Overview.

Voila! Your masterpiece is complete, interactive and highly-intelligent. You can also watch this video for a guided tutorial on how to use the Wizard tool:

To view more ways of building your decision trees, check out our Zingtree Design Tutorials.

How You Can Simplify Medical Triage With Decision Trees

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Before medical professionals even had digital options, they were figuring out ways to generate decision trees to solve difficult medical problems and obtain diagnoses. The decision tree is an incredibly powerful tool for healthcare purposes, and the introduction of intelligent, interactive options has made the process that much simpler.

Zingtree has a proven record of assisting medical professionals in a number of scenarios by making it easy to build a sophisticated triage or diagnosis system. By providing tools to create a user-friendly, digital way to gather patient information, Zingtree simplifies the pre-diagnosis or diagnosis process for patients, doctors, nurses and more.

1. Streamline Triage, Exams & Enrollment:

Risk assessment, patient enrollment and medical examinations have all been somewhat tedious tasks for the patient to be involved in. In order to ease their worries and expedite the treatment process as much as possible for all parties, you can create a decision tree for a more streamlined approach to gathering pertinent information, and routing patients to the right specialists. When the decision tree session has been completed, this Q&A patient information can also be delivered securely.

2. Intelligently Pre-Diagnose:

Medical diagnosis is one of those things in life that lends itself to a troubleshooting process. By asking a patient a few questions and then reacting to the answers with appropriate follow-up questions for more relevant information, medical professionals can narrow down the possibilities of what’s affecting a patient, rule out certain scenarios, and facilitate treatment options quickly. With scoring options available, you can also numerically weight answers and assign a score to each question answered to later act intelligently upon the total score.

3. Provide Medical Guidance & More:

A Zingtree interactive decision tree built with solid medical advice from an expert in the field can take patients through an intuitive process to help determine what steps to take next. Most often, healthcare professionals and organizations use Zingtree to screen patients, route them to correct departments, and fill out forms in a secure, HIPAA-compliant way.

View real, live examples of medical decision trees in the Zingtree Medical Decision Tree Gallery for inspiration, or to copy and use the format for your own medical practice or healthcare needs!


Are you interested in trying out a Zingtree decision tree for your medical practice? Contact us with any questions, or get started today.

Adding Authors and Granting Permissions for Your Decision Trees

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In this quick article, we explain how Zingtree handles administrative rights and access rules for organizations that have many decision tree authors.

Let’s break things down…

The Three Types of Authors

In Zingtree, anyone who can create and manage trees or invite others to join is an Author. An author can be one of the following:

  • Billing Administrator: This one individual can make purchases, change plans, and see credit usage and view previous transactions. They can also transfer this role to another person.
  • Super User: This one person can do everything an Author can do, and can also delete Authors, or make themselves an administrator on any tree. The Super User can transfer this role to another person.
  • Author: Any organization can have multiple Authors. They can create and edit trees, and invite other Authors to the organization.

Collaborator Roles

An Author who is helping to build a tree is a Collaborator on that tree. Collaborators can have one of these permissions on any given tree:

  • Administrator: Can invite others, edit the tree, and change the permissions of any other Author on a tree.
  • Editor: Can edit the tree, but cannot delete it or change the permissions of any Author.
  • View-only: Can view and examine the tree, but cannot edit it or manage Collaborators.

In order to be a Collaborator, you must first be added as an Author.

Adding Authors

Anyone who is an author can add another author. Here’s how:

  1. Go to Account > My Authors.
  2. Click Add an Author.
  3. Enter the email address for the author.

The new author receives an invitation via email to sign up for Zingtree. If the author already has a Zingtree account, they are automatically added to the organization.

You can see all the Authors for your organization under Account > My Authors.

My Authors view

Deleting Authors

Only the Super User for your organization can delete an Author.  You cannot delete a Super User or a Billing Administrator.

To delete an Author:

  1. Go to Account > My Authors.
  2. Click the Details button next to the Author. The Author Details view appears.
  3. Click the Remove button for the Author.  If there is no Remove button, then the author cannot be deleted by you.

Assigning a Collaborator to a Tree

If you are an administrator of a tree, you can give other collaborators rights to administrate, edit or view the tree. Here’s how:

  1. Go to My Trees, and select a tree.
  2. Click Add/Manage Collaborators.
  3. Click Add Collaborator.
  4. Pick an Author from the list.
  5. Select the rights to assign (Administrator, Editor or View-only.)
  6. Click Add Collaborator.

See What Others are Working on

When you go to the My Trees tool, you’ll see an option to select an author. This shows you all of the decision trees this person is collaborating on. You can also choose “(all trees)” from the Author selector, which will show you every tree in your organization, including what rights YOU have.

My Trees view

If you’d like access to a tree, click on the Rights icon next to that tree. If you are the Super User, you’ll get immediate Administrator rights on that tree — otherwise, a request will be emailed to the administrators of that tree that you’d like access. You can also include a custom message when requesting access.


Any questions? Please feel free to reach out to us at any time!

The Most Simple Ways to Build an Interactive Decision Tree

Zingtree’s decision tree platform makes it easy to offer your end-users an interactive way to find answers, optimize workflows, and a whole lot more. Below, we’ll walk you through how to make a basic decision tree using our most popular methods of creation in order to help you get a closer, step-by-step look at how it’s all done.

How to Use the Wizard

The Wizard is our most-used creation tool, offering simple prompts to build your tree, question by question (and answer by answer). It’s one of the easiest ways to work through an accurate flow for your customers or users.

1. Log in to your Zingtree account, go to My Trees and select Create New Tree. Choose the option to fill out forms with the Zingtree Wizard.

2. After naming your decision tree, choosing your ideal display style and providing a description, just click the Create Tree button to move on to the next step.

3. Once you start the Wizard, you’ll see an entry screen that will prompt your first question and answer options, along with some body content to give users context.

You’ll also be able to see a live preview of what the decision tree will look like, off to the right:

When you’re finished setting up your first question, click Save and Continue.

4. You’ll next be asked to fill out an unfinished part of your decision tree. Click to Offer a Solution, and fill out the form presented to you. Since this is a solution node, you won’t need to ask any other questions.

Click Save and Continue again when you’re finished.

5. Next, you’ll continue to fill out more questions and answers to reach the end paths of your decision tree. For greater selection, try providing more answer choices.

6, Next, you’ll see a page with an overview of the sequence you’re building. In this case, choose to Offer a Solution. This will be the end of one of the paths in your decision tree for your end-user.

7. Continue to complete the rest of the forms that the Wizard prompts. When you’re all done with the interactive building process, the Overview page will appear to show you every node and path in an easy-to-digest way.

Watch our tutorial video for more information about the Zingtree Wizard. 

How to Use the Designer

The Designer tool is another great way to create decision trees in a more visual way. Presented in a white board-style screen, you can easily build out every node, connection and pathway, while being able to see a high level overview the whole time.

1. Log in to your Zingtree account, go to My Trees and select Create New Tree. Choose the option to visually draw out your decision tree with the Zingtree Designer.

2. Once you start Designer, you’ll see the white board-style screen like the one shown below. Click on the green box for Node #1. This will be your starting node – the very first page your end-users will see.

2. Next, you’ll see an edit window appear on the right hand side. Change the Title, Question and Content areas to fit your tree needs.

Next, add another question by dragging a New Question node into the drawing area. Click the green box for the new question node, and edit it like the first time.

3. Drag a Final Answer node answer node into the drawing area, and edit it.

After adding your first questions and a Final Answer node, the Designer area will show everything like this:

You can drag as many question and Final Answer nodes into the Designer drawing area as it makes sense for your needs, and label them respectively.

5. After adding the question and answer nodes to your decision tree, it’s time to link them together. Hover over node #1 until you see a large dot appear, then drag it over to its connecting node.

After finishing linking all of your nodes correctly, it’ll look something like this:

6. The next step is to create the buttons your end-users will click, by editing the connecting arrows. Click the connector – in our example, titled “Check the Weather” – and an edit form will appear. Change it to look like the form below:

After you connect the rest of the choices in your tree, and relabel the connecting arrows, your decision tree will look something like this one:

Watch our tutorial video for more information about the Zingtree Designer. 

The Finished Decision Tree

No matter the route you take to get there, you’ll end up with the same stunning, super-powerful decision tree. Click through our demo tree below, and examine it within the Gallery to check out even more.



Have any questions about getting started with Zingtree decision trees? We’d love to speak with you anytime!

 

Updates: Hosting, Managing Collaborators and More

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While many people are taking August vacation, we’ve taken advantage of the slower schedule to do a lot of miscellaneous updates, mostly from customer requests, and some “just because.”

Since our Zapier Integration announcement, we’ve made Zingtree better in the following ways:

  • Update: Can now pick from a list of existing authors when adding collaborators.
  • Update: New Zendesk Agent Scripting app version 8 shows data entered in History panel (h/t Michael R.)
  • Fix: Radio button scoring on uninitialized variables now works properly (h/t Chrissie G.)
  • Update: Hosted trees now scroll to top of page on each click (h/t Holly B.)
  • Fix: Vimeo video insert tool now works with Responsive settings (h/t Mike W.)
  • Update: Tree node search in Agent Portal now includes node titles in search scope. (h/t Jason B.)
  • Update: Agent Portal tree listing is more concise and useful. (Just because.)
  • Fix: Calling API with no session ID now shows proper error. (h/t Tom C.)
  • Update: Can now import and replace a tree (in More Tools). (h/t Nico L.)
  • Fix: Single quotes in node titles no longer break Wizard’s use existing node function.

Have a suggestion for us? Send it along!

Updates: HTTPS Security, Email Attachments and Better Forms

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Usually we have a common theme around our weekly updates, but this week it’s a smattering of great suggestions from our customers.

Enhanced HTTPS Security

Dave T. pointed out that his company restricts any information being sent insecurely, especially the content of their decision trees. To address this, we ensured that every page on zingtree.com is redirected to https protocol; now all of your information is encrypted end-to-end from your browser to our servers.

Email Nodes with Attachments

Eve B. is building an application whereby their field reps use Zingtree decision trees to go through a returns process. At the end of the process, they wanted to generate an email with a photograph of the damaged item. With the new Attachments capability, any email node can include a file delivered with the email, including documents, images, or anything else.

Better Forms

Tom K. made a suggestion to simplify how the Zingtree content editor creates radio button and list box forms.  Now, there’s rarely a need to modify the underlying HTML when creating these form fields – we ask for the result values up-front, and the form is generated right away. Thanks Tom!


Want to experience the thrill of being a product designer without having to program anything? Send us an idea or a suggestion to make Zingtree even better!

Embedding Zingtree Decision Trees in Salesforce

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If you run a Call Center or do live support, and you use Salesforce, being able to link a Zingtree script or troubleshooter to each case is really handy. Not only does this give agents a guide to follow when helping customers, but if a case is transferred or reopened, the last viewed node in the Zingtree reappears, and the entire history of the session is available as well.

Inside of Salesforce, we’ll create an Agent Script button, accessible from each case. Clicking this button will open an Agent Script, built with Zingtree:

Here’s how to set up Salesforce with an embedded Zingtree:

  1. Go to Salesforce.com, and log in to your account.
  2. Click Setup on the top right of the screen.
  3. Select Build > Customize > Cases > Buttons, Links and Actions in the left panel.

  4. Click New Button or Link.

  5. We’ll modify the New Button form to look like this:

  6. Make the Label “Agent Script”.
  7. Make the Name “Agent_Script”. (The name cannot have space characters, so we use an underscore here.)
  8. Select Detail Page Button.
  9. The Behavior is Display in New Window.
  10. The Content Source is URL.
  11. For the URL, make it look like this (substituting the tree ID of your script for #########):
    https://zingtree.com/host.php?tree_id=#########&style=panels&show_history=1&persist_names=Restart&persist_node_ids=1&agent_mode=1&nopermalink=1&source={!Case.OwnerEmail}&session_id=#########-{!Case.CaseNumber}
  12. Click Save.
  13. Next, we have to add the custom button to the Case page layout. Within Setup, go to Build, Customize, Cases, Page Layout.
  14. Click Buttons.
  15. Drag the Agent Script button into the custom buttons area, like this:

  16. Click Save.

Now, when your agents are in a case, they can click the Agent Script button, and walk through your Zingtree troubleshooter with the customer. Awesome!


Customization Notes: You can use the Zingtree Advanced Hosting Options to customize the display of your tree within Salesforce by modifying the URL. Once you’re done, take the hosting URL, and add the following to it (substituting your tree ID for #########):

&source={!Case.OwnerEmail}&agent_mode=1&session_id=#########-{!Case.CaseNumber}