Setting up and using the Zendesk for Wordpress plugin

Setting up and using the Zendesk for Wordpress plugin

Using the Zendesk for Wordpress plugin, you can connect your Wordpress site and its users to your Zendesk. Using the plugin you can do the following in Wordpress:
  • Allow your registered or unregistered (anonymous) Zendesk users to submit support requests from within the Wordpress administrator dashboard. For information about allowing anonymous users to submit tickets, see Setting up anonymous ticket submissions with Zendesk for WordPress.
  • Convert blog comments into tickets and add a public comment that can also be posted as a reply in the blog post.
  • View all of the tickets in the tickets widget, which is added to the administrator dashboard.
  • View details for each ticket and then open them in your Zendesk to make updates.
  • Add a contact form to the administrator dashboard so that your site users can quickly make support requests.
  • Set the visibility permissions for each type of registered Wordpress site user (administrators, editors, authors, contributors, subscribers), allowing them to either see the tickets widget or the contact form.
  • Add a Zendesk Feedback Tab to your site.
  • Allow your users to sign in to your Zendesk using Remote Authentication. See Setting up remote authentication for WordPress.

Installing the Zendesk for Wordpress plugin

The Zendesk for Wordpress plugin can be added to your Wordpress site just like any other plugin. Plugins are only supported in self-hosted Wordpress sites (wordpress.org), not free hosted sites on wordpress.com.

To install the Zendesk for Wordpress plugin
  1. Download the plugin at http://wordpress.org/extend/plugins/zendesk/.
  2. Log in to your Wordpress site as an administrator.
    Note: If you installed a beta version of the Zendesk for Wordpress plugin, delete it in Wordpress before installing the new version.
  3. In the dashboard, select Plugin > Add New.
  4. Select Upload.
  5. Click Browse to select the file you downloaded (zendesk.zip).
  6. Click Install Now.
  7. After the file is uploaded and installed, click Activate.

The next step is to configure the plugin with your Zendesk account information and then select the features that you want to enable.

Configuring the plugin settings

Activating the plugin adds a new panel to the Wordpress administrator dashboard, as shown here:

You need to configure your Zendesk subdomain to access your Zendesk in Wordpress.

To configure your Zendesk account
  1. Click the set up link and you'll be prompted to enter your Zendesk subdomain.

  2. Enter your Zendesk subdomain.
    Note: If you use host mapping, this is automatically detected when you save the account settings.
  3. Click Save Settings.

You will next be prompted to optionally set the visibility permissions for your registered site users, customize the contact form, allow support requests from unregistered (anonymous) users, and to add a Zendesk Feedback Tab to your Wordpress site.

For information about allowing anonymous users to submit requests, see Setting up anonymous ticket submissions with Zendesk for WordPress.

You can set these options immediately or later by selecting the Zendesk settings from the Zendesk for Wordpress panel, as shown here:

Setting the dashboard widget visibility by user type

You can add either the contact form or the Zendesk ticket widget to the dashboards of the registered users (administrators, editors, authors, contributors, subscribers) of your Wordpress site. The contact form allows them to submit support requests directly from Wordpress and the ticket widget allows users who are also Zendesk agents to view tickets and quickly access your Zendesk to make ticket updates. In other words, the contact form is for users who need to submit support requests and the tickets widget is for agents to manage tickets.

To set the dashboard visibility
  1. When you initially set up the plugin, the settings page is displayed after you've configured your Zendesk account. You can otherwise access this page by selecting Settings from the Zendesk panel. Visibility permissions are set in the Dashboard Widget Visibility section.
  2. For each type of registered site user you can specify the following:
    • Don't display anything
    • Show a contact form
    • Show the tickets widget
  3. Choose a visibility setting for all user types:
    • Administrators
    • Editors
    • Authors
    • Contributors
    • Subscribers
  4. Click Save Changes.

Customizing the contact form

Using the contact form, your registered site users can submit support requests.

The contact form is added to the Wordpress dashboard when enabled for the types of users described above. You can modify the wording of each element of the form (title, summary, description, and the button label) on the Settings page.
Note: You cannot currently add custom fields or otherwise modify this form.
To customize the contact form
  1. Select Settings from the Zendesk panel.
  2. In the Contact Form Settings section, enter text for the form title, summary label, details label, and submit button label.
  3. Click Save Settings.

Adding a Feedback Tab to your Wordpress site

Using the Zendesk for Wordpress plugin, you can also easily add a Feedback Tab to your Wordpress site. First generate the Feedback tab code in Zendesk, then add the Feedback Tab to your Wordpress site.

To generate the code for your Feedback Tab
  1. Open the Feedback Tab channel settings page.
    • Click the Admin icon () in the sidebar, then select Channels > Feedback Tab.
      Zendesk Classic: Select the Setting menu, then select Channels > Feedback Tab > Edit.
  2. Click Preview and grab code snippet at the bottom.
  3. Copy the JavaScript code.
To add a Feedback Tab to your Wordpress site
  1. Select Settings from the Zendesk panel.
  2. Select one of the following Feedback Tab display settings:
    • Do not display the Zendesk Feedback Tab anywhere (this is the default)
    • Display the Zendesk Feedback Tab on all posts and pages
    • I will decide where the Zendesk Feedback Tab displays using a template tag
  3. If you selected to display the Zendesk Feedback Tab on all posts and pages, enter the Feedback Tab code you generated in Zendesk (see the previous procedure).
  4. If you selected to use a template tag, enter the Feedback Tab code you generated in Zendesk (see the previous procedure). You can then place the Feedback Tab where you would like it on your site using the following template tag:
    <?php if ( function_exists( 'the_zendesk_dropbox' ) ) the_zendesk_dropbox(); ?>
  5. Click Save Settings.

The Feedback Tab behaves as it would when added to any other web site. You can, for example, configure it to also allow users to chat with agents and to search your knowledge base.

Submitting a request from the dashboard

Registered site users who have been granted permission to see your Zendesk contact form (shown above) on their dashboards, may submit support requests. These users can either be registered users in your Zendesk or you can allow unregistered (anonymous) users to submit requests (see Setting up anonymous ticket submissions with Zendesk for WordPress).

Users simply fill out the contact form and click Submit. If you've configured the plugin to allow anonymous submissions, then the requester is not prompted to sign in to your Zendesk; an agent acts as the delegate for anonymous requests. If not, all your users must sign in to your Zendesk before submitting requests. After a request is submitted, the requester receives the usual email notification.

Using the ticket widget

Using the tickets widget, agents can view tickets using all of the shared views in your Zendesk.

By selecting Change View you see and can switch to any of the shared views in your Zendesk.

By clicking on a ticket, you see summary information about the ticket and can access your Zendesk to make updates.

Converting a blog post comment into a ticket

You can convert blog comments into tickets in the dashboard. Only comments that have been submitted along with an email address can be converted into a ticket. The commenter's email address is used to add them to your Zendesk and enable follow up communication about the ticket.

To convert a comment into a ticket
  1. In the Wordpress administrator dashboard, select the Comments.
  2. Locate the comment you want to convert to a ticket and click Convert to Zendesk Ticket.
  3. You'll be prompted to enter a comment, which can be posted as a response in the post. Enter your comment and then optionally select either or both of these two options:
    • Make this a public comment in the ticket
    • Post as a reply on this blog post
  4. Click Create Ticket.

All follow up on the ticket occurs within your Zendesk.

Have more questions? Submit a request

Comments

  • Avatar
    Razvan Neagu

    I have replaced default WP commenting engine with Disqus; I hope there will, at some point, be a way to do the same with Disqus powered comments.

  • Avatar
    Bina Omar

    Is there a way to make this work for Wordpress multisite. If I were to run a multi site network and would like the users who create sites as a sub domain on my site, to be able to login to their sub domain backend and see the widget for "my" zendesk support (as opposed to their own zendesk). 

  • Avatar
    Aaron Pewtherer

    @Bina From our Developers: "We don't support multi site right now, we may in the future."

  • Avatar
    Sterling Okura

    Thanks for helpful instructions, I installed and configured plugin w/ remote authentication.  However I noticed that using the support tab (dropbox), it still asks for user's name and email on contact form rather than logging them in.

    Does login only work for dashboard widget?

    Also, we disabled dashboard for our users.  Is there a template code we could use to add the contact form to a page of out choosing?

    thanks! 

  • Avatar
    Coen Wesselman

    I would love this to work for multisite as well. Could we help out making that happen?

    Thanks,

  • Avatar
    Domonic Mongello

    @Bina you can use Zen Desk with Multi-Site if you get a little creative... I run several MS systems and have a members only training area for each.

    All you need to do is include it in your members only area and you are good to go..

    dom

  • Avatar
    Adrian Taropa

    I would really appreciate a multi-site version of this plugin as well.

  • Avatar
    Dennis Vogel

    Is there a way to pop the contact form via a text link on a WordPress site, rather than using the Feedback tab? If you try to use a custom link in a menu, it will not let you have a multi-part link such as

    <a href="#" onClick="script: Zenbox.show(); return false;">Open</a>

    I have the Zendesk plugin with the floating tab working on my WordPress site. I'd rather just have a text link in my footer. Thanks.

  • Avatar
    Razvan Neagu

    +1 for mutli-site version (@Adrian Taropa)

    +1 for how to have the popup form be triggered from a text link, rather than using Feedback tab (@Dennis Vogel)

  • Avatar
    Hozyali

    Hi,

    I am unable to see the contact form on the wordpress page I created. I am using the template tag which is described. please help.

  • Avatar
    Ellis Benus

    Is it possible to use this plugin on multiple websites (not WordPress Multi-Site) but multiple, independent websites running WordPress, and have all tickets go back into the same ZenDesk account?

    For example:

    I manage client's websites at thiswebsite.com and myweb.com

    If I install the plugin on both of those sites, will 1) it work? and 2) will all tickets created go to myzendesk.zendesk.com?

    Thank you for your assistance!

  • Avatar
    Marc Naidu

    @Aaron

     

    Hi Aaron,

    We are using Wordpress for our sites. Can can the WordPress plugin for ZenDesk allow registered and anonymous users to attach files?

     

    Please confirm.

     

    Thanks,

     

    Marc

  • Avatar
    thobu

    Yes, please support WP Multi Site!

  • Avatar
    Howard

    We've properly installed the Wordpress plugin, but we're not seeing the "support" tab floating on the side of our page. If we paste the code directly into the footer template it works fine. Isn't this supposed to work via the plugin? Just checking.

  • Avatar
    Justin

    Hey Howard: 

    Are you talking about the Feedback tab? That's not something that is native with the WordPress plugin. You can place the tab right on your Zendesk portal or on your external website, though you'll need to either embed the code in the HTML or link to it. See the Adding a Feedback Tab to an external web site _section herehttps://support.zendesk.com/entries/20990726-setting-up-your-feedback-tab-channel#topic\igb_pxd_ff

  • Avatar
    Iurie Vlasov

    A nice feature for your WordPress integration would be a way to integrate a Contact form or submit ticket form on the front end and not in the backend and in a way skip the "Name" and "email address" fields in the form. This way if the users who are already logged in on their front end page could submit a request seamlessly. 

  • Avatar
    Павел Карпов

    All works fine, but today we've started to receive an error: "A new ticket could not be created at this time, please try again later." while trying to convert a comment to Zendesk ticket. It's some problems with your API/server or what? Or there are some restrictions on time/quantity for agents?

  • Avatar
    Jennifer Rowe

    Hi [Павел Карпов](../users/291478452 "Click here to view this user's profile."),

    Can you send a ticket to support@zendesk.com so we can help you troubleshoot? Thanks!

  • Avatar
    Павел Карпов

    Yes, Jennifer, thank you. I've already did that too.

  • Avatar
    Laura D.

    Hi UnlockBoot,

    You can sign up for a Zendesk trial here: zendesk.com/signup. You'll get to test Zendesk for 30 days and then if you decide to continue you can choose a plan and pay by credit card. 

    Let us know if you have more questions!

  • Avatar
    chris

    Hi guys and gals..

    We are using JSON token SSO with wordpress and Zendesk.  We are using Wordpress 3.8.1 (latest as of today).  The SSO is working great, but the dashboard widget is not.  With SSO enabled, and being already logged into the site, why do I still need to sign in with my Zendesk credentials?  regardless of this, it still isn't working to show any tickets or views in the wordpress dashboard.  Please see attached screenshot....  Can you give me any advice on how to remedy this?

    Cheers,   Chris

  • Avatar
    Laura D.

    Hi Chris, 

    I'll create a ticket for you so we can look at this further. You'll have another email in a moment!

  • Avatar
    Claudio Barros Jr

    Hi,

    Also get the same message as chris on my wordpress website.

  • Avatar
    Laura D.

    Claudio - We're looking at this currently. I'll make a ticket for you so we can keep you up to date with progress. Look out for another mail in a minute!

  • Avatar
    Sandie

    Just installed the 1.5.1 plugin update, and the Dashboard Widget visibility would be really useful, but it's not picking up all the user roles. It seems to only be set for core WordPress ones?  I've got some sites for example using WooCommerce which introduces a Shop Manager role, and that's not showing up in the plugin, so they're not getting the Tickets widget or the Contact form, whereas before they got the Tickets widget. Is it possible to drop a filter into functions.php or something?  

  • Avatar
    Sandie

    Will the dashboard login be getting the social media login options?

  • Avatar
    Gerwin Hofmeister

    Finally managed to get the Tab on the side of my Wordpress site. 

    Somewhere I read that you can adjust the position of the tab, so that it floats more halfway down the page. 

    Can you tell me the line i have to adjust in order to do that? I can't find it anymore.

     

    Thanks!!

    • gerwin
  • Avatar
    chris

    Gerwin...  add this to your stylesheet or your theme's custom CSS:

    #zenbox_tab {

    top: 50% !important;

    }

    adjust the 50% accordingly to how far down the page you want the tab.

    Cheers,

    Chris

  • Avatar
    Gerwin Hofmeister

    Thanks Chris, I tried that in every way possible (only in the theme's stylesheet, the Custom CSS is only included in an upgrade for 30 bucks according to google.. )

    But didn't quite work out, I saw that the stylesheet doesn't use hashtag to start a line so here i tried with a period... but also with hashtag, with both... didn't work...

    umm.. any suggestions? :) 

    thanks, 

    -gerwin

  • Avatar
    Raymond Gerz

    #zenbox_tab {top: 50% !important;} worked great.  I was wondering if I can do the same with the Zenbox dialog/popup for the Wordpress plugin?

    Cheers!

    Ray

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