Integration: make chat a ticket(Zendesk) or a lead (CRM).

Answered

7 Comments

  • Kinco Gloves
    Comment actions Permalink

    I'll second this request, for Microsoft Dynamics CRM.

    0
  • James Peterson
    Comment actions Permalink

    Hi Maarten and Nicole,

    Thank you for taking the time to post your feedback.  I understand the need to integrate Zopim with multiple systems.  While not possible at the moment, I would like to mention a possible solution.  You could create each ticket in Zendesk, and from Zendesk push the ticket to the CRM of your choice.  There is currently an integration with Zendesk and Microsoft Dynamics CRM (pre-2015) supported by Zendesk, and there is an integration with Zoho through a third party company, Zapier.

    I hope this option works for both of me.  Let me know if you have any further questions about using Zendesk to push ticket information to your CRM.

    -- James Peterson

    0
  • Amie Barder
    Comment actions Permalink

    We also need to integrate with both Zendesk and Salesforce, but don't want to create a Zendesk ticket for every chat that comes in to Zopim (re: James' suggestion).  Are there plans to allow for more than 1 integration at a time in Zopim?

    0
  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi there Amie,

    Currently, there is no plans for 2015 to allow for multiple integrations within Zopim. We are looking into expanding our integration efforts in 2016, this could be something that changes down the road but no promises. 

    Unfortunately, the only solution right now is the one that James mentioned earlier. If and when we allow multiple integrations, would you be interested in getting early access to it?

    Thanks,
    Ramin

    0
  • Amie Barder
    Comment actions Permalink

    Hi Ramin-

    Yes - early access would be much appreciated!

    How does Zendesk/Zopim handle differentiating between those chat tickets that do and do not need a support response?  Do you read through each one and close/respond based on manual work, or is there some way to automate this?

    0
  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Amie,

    Great question, each brand actually handles it slightly different based on different preferences. But I think I have a solution for you by using our newly added chat tags feature.

    For issues that do not require a follow up, you or your coworkers could use a chat tag called "no_followup" that gets pushed to the Zendesk ticket. You could even add the "no_followup" tag to be part of your goodbye/end of chat shortcut. Then, you could create a trigger to mark the ticket as closed if the "no_followup" tag is on the ticket.

    That way, only tickets that require follow up will be left in the queue and ready to be triaged/answered. 

    The trigger setting could look something like this:

    Let me know if that works for you and if you have already tried this out as a solution.

    Cheers,

    Ramin

    0
  • Amie Barder
    Comment actions Permalink

    Yes - this is a good workaround!  

    We encountered an issue during testing that we're working on with support now (chats handled by those Zopim agents that aren't also Zendesk agents are not coming through without clicking the "create ticket" button), but if we get that straightened out, we should be good to go.  

    Thanks for the suggestion!

    0

Please sign in to leave a comment.

Powered by Zendesk