Announcing the new Zendesk integration for Discord - Released for General Availability

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11 Comments

  • Sydney Neubauer

    "The new integration is free for all Zendesk customers on an eligible subscription." Is this a subscription based in Zendesk or Discord? Will there be more information when the integration is live?

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    The integration is free, but customers need to be on an eligible Zendesk plan to access and install the integration (i.e. be a Zendesk customer with an active Support subscription on the Team plan or higher).

    Thanks,

    David

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  • Darren

    Hi David,

     

    We are on an enterprise plan BUT we do not have AnswerBot integration/add on. Can we still use this Discord Integration and in particular  the functionality I am interested in is using it to escalate Tickets from Discord to Zendesk so our agents will be able to chat via DMing. Do we need AnswerBot in that case or not?

     

    Thank you!

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Yes, you can install and use the Discord integration. You don't need to have Answer Bot unless you want to use the Answer Bot feature.

    Thanks,

    David

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  • Anh Le

    Hi. How about sending ticket update/notification to Discord, like what you have done with Slack?

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  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Anh,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, the following feature is not yet added as of the moment to the integration of Discord with Zendesk.

    As per our article: https://support.zendesk.com/hc/en-us/articles/4402250919962-Zendesk-integration-for-Discord, the following available features are listed, and right now there is no option to send a ticket update/notification like in Slack.

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

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  • Jan Stolte

    Hi team, specifically David Gillespie.

    We tried to integrate our Discord server with Zendesk to use that as a channel of tickets into Zendesk. However, this failed. We followed the installation process as per this page. We observe two problems:

    1. Unlike Facebook or Instagram, there is no Discord Messaging channel visible in the channel view within Zendesk. The Discord app does not appear on the 'My Apps' page either.
    2. In Discord, the Zendesk bot becomes available, but it is not willing to accept any commands that can be started with slash ('/'). Obviously any DM's sent to the Zendesk bot, don't reach Zendesk either.

    So it seems like the app only installs itself partly. Both in Zendesk as well as in Discord. Are there others facing similar issues? If so, have they been resolved? And how?

    Thanks.

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  • David Gillespie
    Zendesk Product Manager

    Hi Jan Stolte,

    Thanks for reaching out and providing this feedback on the Discord integration. See my comments inline below:

    1) That is correct, the integration doesn't add a new messaging channel or any app (to "My Apps") either. It installs a bot within Discord, has it's own middleware and uses triggers and webhooks to manage the messaging between Discord & Zendesk.

    2) Interactions with the bot in Discord need to be initiated in a Channel first, and then the user is sent to the DM with the bot to complete the action. Unfortunately due to how the bot has been built, we can't start the interaction in DM first, which is why the commands may not be working. Are you able to try a slash command in the channel first to create or update a ticket?

    We're looking into making some improvements to the UX of the integration at the moment, please let us know if you're free for a quick interview to dive a bit deeper into your use case and feedback.

    Cheers,

    David

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  • Jan Stolte

    Hi David Gillespie,

    Many thanks for your feedback.

    1) Understood.

    2) We gave it another swirl with a clean re-install, but still the commands are unavailable. We added the bot to the Discord channel without any luck. Another bot in the same channel displays its options nicely when you press the '/' button, but the Discord bot won't. It is not listed either as a bot to take commands when pressing '/'.

    So, I'd be very happy if we could have a chat to provide our feedback.

    Cheers,

    Jan

     

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  • David Gillespie
    Zendesk Product Manager

    Hi Jan Stolte,

    Thanks again for the feedback.

    Our bot hasn't implemented the specific feature to list in the commands when pressing '/' but if you type in the full '/support', '/help' or any of the other relevant commands it will respond. 

    I've reached out to you directly to discuss further.

    David

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  • Leone Winterstein

    Hi I've noticed the ticketing feature to update ticket status within discord is not currently available. We manage support for crypto gaming companies and a lot of these communities are being built into discord. So security is paramount to ensure the safety and security of Crypto/NFT communities and its members.

    * Discord is riddled with scammers and bad actors so by default users will turn off DMs. So I hope you consider allowing a feature that allows for a separate channel to open up to allow a discord mod and community member to interact in a private channel, instead of relying on your bot.

    * For ticket forms? Will these be specific Zendesk forms that connects and creates a ticket via Zendesk? Or is this article referencing Ticket Form via discord? If it's the latter, discord has its own limitations with reporting and pushing users to use a ticket form integrated within discord. So I hope it can provide reporting metrics for users issues raised within discord. If not I'll be sending them to our support widget on our website.From a business standpoint if you have a community active and live 24/7, why would I want to push users externally outside of discord to our website to send a support ticket, when they are already in discord? Something to perhaps consider. These Crypto/NFT communities members numbers range from low 100s to 100,000+. These are our customers. Web3 we are seeing  new paradigm shift in how support related issues get reported, and with the use of discord it's another avenue for community members to interact and engage with the business.

    I look forward to further improvements and hope you continue to build on these integrations. 



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