Recent searches
No recent searches
Keeping Zendesk Tickets Open on Our Website
Answered
Posted Jan 05, 2024
Hi, I'm seeking assistance on achieving a specific goal. Our aim is to maintain Zendesk tickets open directly within our website, eliminating the need for agents to be redirected to Zendesk support. Can someone provide guidance on whether this can be accomplished using the API?
Thank you
0
5
5 comments
Brandon (729)
Hey Johnny -
While this should technically be possible using the Tickets API, I'd be a bit concerned about the exposure you'd potentially have with ticket data being pushed into your website. Perhaps you can elaborate a bit more on the use case?
Between custom agent layouts, custom statuses and view/group gating, host mapping the help center and the Zendesk Support app, Zendesk already offers several ways to surface ticket data to your agents in a secure yet custom way.
If you could share a bit more about your scenario - the community might be able to help more.
Cheers,
Brandon
0
Stephan Marzi
Hi Zen,
Sorry, but I can not figure out the use case as well. Please add more information or even screen shots.
Thank you in advance.
Regards,
Stephan
0
Heather Cook
Hey Zen,
We actually have a use case where we do this. One of support teams has a home grown, "light" website, that connects to many systems via API and pulls in information. So they don't have to log in to many places.
It can 100% be done via API to connect to Zendesk.
We first focused on ticket creation from our website to Zendesk Support.
Then the next step for us was how to view tickets and manage them.
Hope this helps
0
Brett Bowser
Thanks for sharing your solution Heather! This is super helpful :)
0
Johnny
Hi Heather,
Thank you for your input, as it aligns with our specific requirements. To clarify the use case, customers log into our website, not Zendesk, and initiate conversations using Zendesk AnswerBot and, for queries not addressed by the Zendesk AnswerBot, agents follow up via email.
Our goal is to avoid redirecting agents to Zendesk Support or requiring them to log in there. Instead, we want them to access all ticket information and respond directly within our website.
Additionally, since we cater to multi-language customers, it's crucial that responses can be translated based on the customer's language. Currently, we use a translator app for outbound emails in Zendesk, as this feature is lacking. Could you confirm if translation would remain consistent with how it operates in the Zendesk agent UI?
Moreover, would it be possible to share video demo to provide a clearer understanding of your implemented solution? Your help is appreciated. Thanks:)
Thank you for helping Brandon (729) Stephan Marzi
0