Monthly Archives: May 2018

Zendesk Agent Scripting App – Version 12

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.

Contents of this Article

Overview: Sidebar and Popover views
Pause and Resume
Benefits of the Zendesk Agent Scripting App
New Features in Version 12
Demo Video
Getting Started
Installing the Agent Scripting App into Zendesk
Configuring the App
Enabling Automatic Script Selection
How to Configure to Update Ticket Fields
Using Zingtree Data Entry Fields to Update Tickets
Using Zingtree’s Zendesk CSS Theme
Try It with Example Data

Version 12 gives you the option to show your script directly in the right-hand panel when viewing a ticket, like this:

 

Or you can use less sidebar space, and make it appear as a button in the right-hand panel:

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

 

Pause and Resume

This happens automatically: If another agent picks up a 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 on 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.
  • Zendesk Ticket Data in your Scripts: Values in any custom field, the agent name, customer info, as well as Zendesk ticket tags and user tags, are transferred into your script so you can display them, or use these variables to branch via Logic Nodes.
  • 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 12

If  you’re using version 11 of the Zendesk Agent Scripting app, you may want to upgrade to take advantages of these new benefits:

  • Option to choose between Sidebar and Popover views
  • New customer information data variables sent from Zendesk: requester_name and requester_email
  • New Zendesk Theme to match Zendesk fonts and styling. This gives you a little more real estate for your content, especially in side-panel mode.

If you’re upgrading from version 10, these features are also new:

  • Toggle to share Zendesk data with Zingtree: Some customers don’t want ticket data shared with Zingtree. There’s now an option to disable data sharing.
  • Removed “Flash”: Some customers experienced a “flash” when moving from ticket to ticket in pop-over mode. This is now fixed with this update.

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 12) 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 12 like so:

  1. Download the Agent Scripting app Version 12 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.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.)

Show Tree in Side Panel: Select this option if you want to display the entire tree in the right-hand sidebar when a ticket is open. Uncheck this to use pop-over mode instead.

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.

Display Half-Height: In Popover mode, the popup view will cover half the height of the screen. This has no effect when using Sidebar mode.

Don’t share Zendesk Custom Fields with Zingtree: By default, the app sends custom field data from each Zendesk ticket to Zingtree so you can do more powerful automatic branching via logic nodes, as well as echoing customer information (like their name, for example). If your organization has data privacy concerns, you can check this option to disable data sharing.

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 Resources, API.

Data Sent from Zendesk to Zingtree

Unless you select the Don’t share Zendesk Custom Fields with Zingtree configuration option, Zendesk will send the following variables to your Zingtree decision tree:

  • requester_name – The customer’s full name.
  • requester_email – The email of the customer.
  • zendesk_tags – Any tags in the ticket.
  • agent_tags – Any tags from the agent.
  • agent – The Agent’s full name.
  • agent_first_name – The Agent’s first name.
  • Any custom fields

To display one of these values, just surround the variable name with # characters. So to show the Agent’s first name in your script, enter #agent_first_name# in the content area of any node in your decision tree.

Tip: Add #ALL DATA# to the content area of any node in your own tree to see all the variables sent to your script.

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 on 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 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. Click the Tags tab.
  4. Enter or select a tag from the Tree Tags field.

  5. Click Update All 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:

Using Zingtree’s Zendesk CSS Theme

For the best user experience, we recommend using the Zendesk Apps theme in your trees that display inside of Zendesk. This will give you more room for your content (since the fonts are smaller), and also match the look and feel of the rest of the Zendesk experience.

Here’s how the theme looks in the two style options:

Buttons style:


 

Panels style:


 

 

To include the Zendesk Agent Scripting App theme in your trees, do the following:

  1. In Zingtree, open the Settings tool for your tree.
  2. Click the Display tab.
  3. Choose either Buttons or Panels as the Default Display Style.
  4. Click Pick a Color Theme.
  5. Choose Zendesk Agent Scripting as the theme.
  6. Click Save Theme and Colors.
  7. Click Update Settings.

 

Try It with Example Data

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

This Zendesk Agent Scripting Demo shows how to implement some of the basic integration features. You can install it into your own Zendesk configuration by entering tree ID 350546744 in the App Configuration.

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

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

 

Any questions? We’re always here to help

Zapier Decision Tree Integrations with Zingtree

zingtree zapier integration

Our Zapier app makes it easy to send data collected during each Zingtree session to 1000+ 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 into 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. 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!

Amazon’s Annual Report – What Growing Business Can Learn From It

Amazon recently released its Annual Report for the past fiscal year, effectively making piles and piles of useful data and findings available to the public in one convenient package. Along with obvious growth, there were also some marked difficulties during the year that made an impact on the company’s current and future operations.

As Zingtree continues to grow, we’re always looking out for the best ways to optimize what we’re doing – often using our own decision tree toolkit. And, while our company may not be raking in billions of dollars like Amazon (yet), their key takeaways are something that any business can (and should) learn from.

Amazon Risk Factors and Obstacles in 2018

1. Channel expansion and high-growth pains.

Scaling and diversifying can present issues of complexity in a business’ operations. According to the report, “This expansion increases the complexity of our business and places a significant strain on our management, personnel, operations, systems, technical performance, financial resources, and internal financial control and reporting functions.”

2. The risks of international operations.

Expanding into new international markets is an exciting step, especially when revenue trends start pointing in the right direction. However, factors such as business licensing, regulations on eCommerce, cultural barriers, currency, and access to the internet can cause hurdles and risks during growth.

3. Optimization of data & fulfillment centers.

Properly housing and protecting data is a hot topic for good reason. As more data is being collected, its storage and privacy are more important (and more threatened) than ever. According to the report, “If we do not adequately predict customer demand or otherwise optimize and operate our fulfillment network and data centers successfully, it could result in excess or insufficient fulfillment or data center capacity, or result in increased costs, impairment charges, or both, or harm our business in other ways.”

4. Seasonality and holiday strain.

Certain seasons always see more booming business than others, and it’s not just Amazon that feels it – in the United States especially, that season just so happens to be around the year-end holidays. During this time, demand is up, up, up, along with the amount of shipping, site traffic, and extra customer service and support staff that’s often needed. Planning well ahead to better forecast issues around the holidays is the best way to tackle this.

5. Rapidly evolving business model.

Growth is always a great thing, but growing too rapidly comes with its own set of challenges that even Amazon has faced recently. The need for increased and more efficient technology, maintaining and growing stock value, and improving the way customers discover and research products, are all huge factors to keep in mind during growth.

6. Government regulation.

Legislation has its hand to play in how businesses operate, and eCommerce companies like Amazon in particular need to take consideration in every facet of their organization. This includes making sure you’re following the rules when it comes to data protection (i.e. GDPR), energy consumption, taxation, and online payments – all necessary regulations to enforce.

Read the full Amazon Annual Report here.

Check out a great summary of the report on BigCommerce here.

As Zingtree continues to grow as a company and product, we’re looking forward to discovering new uses of our toolkit to streamline internal workflows, improve customer service strains, adhere to governmental regulations, enhance data collection, and optimize business processes. Interactive decision trees are an amazing, versatile tool that has allowed us to minimize growing pains while always providing customer support when it’s needed.

Take a look at our decision tree examples to see what amazing use-cases can help to improve your company during growth! Have any questions? Our team is here to help any time you need it.

Mapping Out Lean Process Flows with Interactive Decision Trees

Lean Process Flows

Adopting lean process flows for a business is all about simplification. No matter the area of focus, moving from step to step throughout a process in a frictionless and efficient way is essential for business operations and customer satisfaction – whether in customer support, manufacturing, inbound sales, etc.

A lean process is a smooth process, after all; one that requires getting rid of waste and only leaving the most mission-critical information in order to streamline each step. As big proponents for making things easy and streamlined, lean processes are a big part of how we run Zingtree efficiently and provide more value to our customers. We use our own interactive decision trees for improving lean process flows because they provide a robust, yet straightforward way to build and run through any type of process flow. For us, this means setting up streamlined systems for:

Implementing these lean process flows in various areas of our business have been helpful both internally and to our customers.

When you can identify and eliminate flow bottlenecks, you make the whole process easier. Imagine, for example, a construction crew working on a busy section of freeway, closing some key lanes. In this case, the process’ capacity (the number of people who can continue to drive on through) for successful interactions are blocked by equipment, workers, and a horde of other cars, keeping anxious drivers moving slowly through. By making a process flow lean and mean, you’re effectively opening those closed lanes back up, removing the equipment, cars and other complications, making way for a smooth ride.

Lean Goals to Live By

Pointing out flow issues when you’re dealing with traffic is simple, but it can be more difficult to identify those process flows in your business or place of work that can be improved on. While you’re thinking about all of the various processes that occur in your organization, here are some general goals and questions to ask yourself when choosing a process flow to make leaner:

1. Will it reduce cost?

2. Will it simplify the process?

3. Will it improve the quality of the process?

4. Will it make it easy to follow standard operating procedures?

These always help us to quickly go through a list and identify which processes can be improved on – if it’s not cheaper, simpler, higher-quality, and more intuitive, it’s not being made lean.

Mapping Process Flows with Decision Trees

Typical diagrams and hand-drawn or digital flowcharts simply can’t do as much as decision trees can when it comes to simplifying processes. While a traditional way to help wrap your head around where the bottlenecks COULD be, these systems are designed to only identify the issue, not solve it.

Decision trees for lean process flows are a live, functioning tool that’s designed to help you identify the issue AND be a platform to present that information; in other words, you can simultaneously build your process flow chart and customize it for immediate internal/external use. You can even gather data on if it’s all working up to standards and make optimizations along the way.

How a decision tree looks when you’re building with the Visual Designer.

Check out this article on how to create a lean process flow with a decision tree.

Decision Tree-Created Lean Process Flows in the Wild

Here are just a couple of examples of Zingtree customers that have created more lean process flows using decision trees:

Spokane ENT

A specialty medical practice in Washington, Spokane ENT says that decision trees for scheduling have enabled them to optimize scheduling, help schedulers intelligently pre-diagnose patients, and collect key medical information in a secure environment. This ultimately eliminates any unnecessary appointments from being scheduled, and speeds up the steps between picking up the phone and confirming the appointment.

Take a look at the Spokane ENT case study here.

Philip Morris

One of the largest organizations around the world, Philip Morris International utilizes decision trees to improve their system of procurement, a cost-saving lean process flow. With these interactive process flows in place, PMI allows its employees to be guided through complicated purchasing journeys without issue; a standardized approach that ensures every step is followed perfectly to reduce time, cost, and stress.

Take a look at the PMI process flow case study here.

 

Want to learn more about building lean process flows using interactive decision trees? Reach out to our team on our Feedback page, or get in touch by clicking on the chat box on our main site

Zendesk Agent Scripting App – Version 11

Update: Version 12 is now available. Learn more and install it from here.

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 on 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.
  • Zendesk Ticket Data in your Scripts: Values in any custom field, as well as Zendesk ticket tags and user tags, are transferred into your script so you can echo them, or use these variables to branch via Logic Nodes.
  • 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 11

If  you’re using a version 10 of the Zendesk Agent Scripting app, you may want to upgrade to take advantages of these new benefits:

  • Toggle to share Zendesk data with Zingtree: Some customers don’t want ticket data shared with Zingtree. There’s now an option to disable data sharing.
  • Removed “Flash”: Some customers experienced a “flash” when moving from ticket to ticket. This is now fixed with this update.

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.

Don’t share Zendesk Custom Fields with Zingtree: By default, the app sends custom field data from each Zendesk ticket to Zingtree so you can do more powerful automatic branching via logic nodes, as well as echoing customer information (like their name, for example). If your organization has data privacy concerns, you can check this option to disable data sharing.

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 on 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. Click the Organize tab.
  4. Enter or select a tag from the Tree Tags field.

  5. 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