Category Archives: Freshdesk

Freshdesk Agent Scripting App

Freshdesk

If you’re running live support or a contact center with Freshdesk, you’ll want to use the latest Zingtree Freshdesk app for Agent Scripting. This update supports the new Freshdesk Mint interface and helps guide live agents to solve problems and follow processes.

With a single button click, your decision trees appear like this in Freshdesk:

Note: This app will appear in the Freshdesk App Marketplace soon, but here’s how to install it today.

Get Started

Install this custom app in Freshdesk as follows:

  1. Go to your Freshdesk Admin, and click on Apps (under Helpdesk productivity).
  2. Click the Custom Apps tab, then New Custom App.
  3. Click Add New App. Then choose Custom App.

  4. Download the app from here.
  5. Now, choose the file you just downloaded, and click Upload App File.
  6. Enter a name for the app, and any other required information. Then click Publish.

Freshdesk may take up to 30 minutes for your app to be available.

Install and Configure your App

Once uploaded, you can install your new app as follows:

  1. Click the Admin icon, then Apps.
  2. Click the Custom Apps tab.
  3. Click Get Custom Apps.
  4. Choose the app you just uploaded.
  5. Click Install.
  6. Configure your app (see below) and click Install.

There are two settings for your app:

  • The tree ID of the tree you want to appear first (required). The default just shows all the data variables passed into Zingtree.
  • An option to send data from your Freshdesk ticket to Zingtree. If you enable this, you’ll be able to show information from the ticket in your decision tree or do automatic branching using Logic Nodes.

Using the Agent Scripting App

When viewing a ticket, click the Zingtree button at the top:

The decision tree you configured will appear:

Features

Zingtree decision trees are easy for anyone to use immediately. But there are a couple of bonuses under the hood you will appreciate:

  • Pause and Resume: When you reload a ticket and click the app button, the decision tree will return to the last place visited. In addition, you can click the History link to see what transpired previously. This is really helpful if a call is dropped, or if a ticket is transferred to a new agent.

  • Agent Feedback: At the bottom right, you’ll see the Agent Feedback button:

    Your agents can click this to send comments back to the authors of the tree. This is a great way to continue to improve your knowledge base, and also involve your agents in the publishing process.

 

 

Create Freshdesk Tickets from Zingtree Decision Trees

Does your company use Freshdesk to manage technical support?

If so, you can use Zingtree decision trees to reduce your technical support team’s workload. Customers can either self-solve their issue, or you can get a new ticket in your Freshdesk that includes all the information from their decision tree session. By effortlessly gathering background information from the customer via the decision tree, you save a lot of time by reducing back-and-forth messages.

Here’s how a ticket generated by Zingtree appears in Freshdesk:

Note how the ticket includes a transcript of the Zingtree session.

Click the button below if you’d like to try a demo tree that generates a ticket in our Freshdesk sandbox:

Setup Overview

It’s easy to set this up – here’s an overview of the process:

  1. Add a new Application to Zingtree for creating Freshdesk Tickets.
  2. Create a “Ticket Submitted” node.
  3. Create a “New Ticket” node to obtain the customer’s name, email, a ticket subject, a description, and optional custom fields.

Add a new Application to Zingtree for creating Freshdesk Tickets.

A Zingtree application can be called from any node. You’ll need to add the Freshdesk App first as follows:

  1. Log into your Zingtree account.
  2. Go to Account > My Apps.
  3. Select the Freshdesk: New Ticket App.
  4. Enter your Freshdesk API key and domain name. (Instructions are on the page.)

  5. Click Add Freshdesk App to save the new App.

Create a “Ticket Submitted” Node

When this node appears, a new ticket is added to your Freshdesk installation. This is the end result of pressing a “Submit Ticket” button inside the decision tree. You can create this node as follows:

  1. Go to Tools > Add Node.
  2. Add a new Content Node.
  3. Give the node a title, and any text you want to appear in the content area – like “Thanks for submitting a ticket” etc.
  4. Click the Apps/Webhooks tab.
  5. Click Add App/Webhook.
  6. Select the Freshdesk App you just created. You should see something like this:

  7. Click Save Changes to save this node.

Now we’re ready to link a ticket entry page to this “Ticket Submitted” node.

Create a “New Ticket” node

After your customer goes through the troubleshooting session, if they haven’t been able to resolve the issue, you can direct them to a node which collects the following info:

  • Name
  • Email
  • Subject for the Ticket
  • Description of the problem.

You use Zingtree’s Data Entry Fields to get this info. The field variables need to be named as follows:

name = fd_name
email = fd_email
subject = fd_subject
description = fd_description

  1. Edit the node where you want the customer to submit the ticket.
  2. Click the Data Entry Fields tab.
  3. Add fields for fd_name, fd_email, fd_subject, fd_description. When you are done, your Data Entry Fields will look something like this:

  4. You can also optionally add Custom Fields into the ticket. In the above example, we have a custom field named product in our Freshdesk installation. So the Zingtree equivalent is fd_cf_product.
  5. If you want to set the status and priority, you can also get variables named fd_status and fd_priority. This is optional.
  6. Click the Action Buttons tab, and add a “Submit” button to go to your submit ticket page.
  7. Save the changes to this node.

Summary

Examine this tree from the Demo Gallery to see a real live setup.

That’s how easy it is to create Freshdesk Tickets from Zingtree. Any questions, comments or suggestions for improvement? Talk to us!

Integrating Zingtree with Freshdesk

feshdesk call center scripts

Update October 2018: See this article for an even better way to integrate Freshdesk and Zingtree.

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.

Create More Powerful Decision Trees with Integrations

We built Zingtree decision trees to play nicely with other useful, popular tools, apps and platforms; this allows you to be as flexible as possible with your trees, as well as the information being collected and measured from them.

By linking up your Zingtree decision trees with the apps and integrations used in your own business, you’ll make it easier for your customers and clients to access answers online, help your agents to keep up performance and resolve tickets faster, and simplify your optimization processes.

Here are some of the popular tools you can tap into:

With only a unique short code, Zingtree’s direct integration with WordPress allows you to directly embed any of your interactive decision trees into any web page. This makes it simple for customers to navigate through any support or troubleshooting process on your site, with a simple, customized question-and-answer style flow.

Our Zendesk app for Zingtree makes it faster to solve Zendesk tickets by giving your support agents additional background information on a customer’s specific problem. When a customer uses your decision tree and submits a support ticket, agents see helpful info from your customers in the ticket sidebar.

For contact center use, our Agent Scripting app for Zendesk gives agents a handy script to follow during the course of a call. Again, right inside of Zendesk.

With our Salesforce integration, agents can open a Zingtree decision tree within the customer’s Salesforce case. The most recent node and buttons clicked during the tree session are always saved with the ticket, so if another agent takes over, previous steps taken are clearly visible. On the other side, customers can navigate through a decision tree, then submit a support ticket, having the in-depth information from both connected.

For Customer Support use cases, prompt your customers to try to solve their problem with a custom decision tree. If the customer is unable to find a solution to their issue or question, they can submit a ticket to Freshdesk to automatically send over a description of their problem, along with a full Q&A transcript of their session with Zingtree. Agents can then access complete details of their ticket, and pass along to other agents seamlessly.

After configuring your integration with Slack, when an end-user visits a node in one of your decision trees, you can have that node trigger a custom Slack notification (including form variables). Once you set up Slack for your organization, any node in any tree can send a message to Slack to give you an instant update.

See all of our applications, plugins and integrations from the Zingtree Integrations page.

Freshdesk Call Center Scripts with Zingtree

feshdesk call center scripts

If you’re running a call center or doing live support via Freshdesk, you can have a Zingtree call center 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 call center 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.