Integrate existing help system with zendesk

Beantwortet

7 Kommentare

  • Jessie Schutz

    Hi Amy!

    I want to make sure I understand what you're asking correctly. So you already have your own knowledge base for your customers, correct? And you want to be able to use Support for ticketing but keep using your existing knowledge base. Is that right?

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  • Amy Gracer

    Hi Jessie,

    That's right. And ideally, I'd like to integrate the search functionality with my existing knowledge. So when a customer starts to type the subject of a case, it automatically searches my knowledge (rather than Guide) for top matches. It would bypass Guide entirely. 

    I have been able to incorporate a Search box into the Help Center that searches my knowledge, but it opens the results in a separate window, but that's the extent of the integration I was able to manage. 

    Any ideas?

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  • Jessie Schutz

    Hey Amy!

    Off the top of my head, I would say that you don't need to use Guide at all. You can just keep using your existing knowledge base. If your existing KB has ticket forms available you can use the API to pull those requests into Support directly.

    Unless there's a specific reason that you need to set it up this way?

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  • Amy Gracer

    This is what I'm trying to work out. 

    It would be nice to have the case deflection, so when a user is entering a case in ZenDesk, he sees suggested articles from my Knowledge. 

     

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  • Jessie Schutz

    Is there a reason that the ticket has to be submitted through Guide? If you used your own ticket form through your existing KB it would be easier, I think. I'm fairly certain you can't integrate the contents of an external KB into the article suggestions in the ticket form.

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  • Amy Gracer

    I have not found anyway to integrate my knowledge with your deflection. The closest I came is 

    1. My help includes your web widget

    2. My help includes a link to your My Requests page/

    3. User opens help and searches. Doesn;t find his answer. Opens web widget and submits cases.

    4. User later tracks case status through link on my page to your My Requests page. This part goes through your authentication. 

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  • Jessie Schutz

    Hi Amy,

    That's correct. Help Center isn't built to incorporate external knowledge bases into the article suggestion features. Like I mentioned before, if you were to use your own ticket form on your external knowledge base, you could probably set it up to provide article suggestions to help deflect tickets. Then you could pulls those tickets into Zendesk Support via the api, and your users could still use "My Requests" to track their open tickets. That is going to be the closest you'll get without migrating your content into Guide.

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