Joining the Discord Integration EAP
MostradaZendesk is releasing an integration with Discord! To request access, simply fill out this form: zendesk.com/discord. Once you fill out the form, you will receive an installation link via email. Please leave feedback in this community topic!
How Does The Integration Work?
This integration allows you to install a "Support Bot" into your Discord server that allows gamers to request help directly via any Discord channel in your server. This creates a ticket in Zendesk, so your agents can easily respond.
The integration is easy to install by your Discord server owner (link will be emailed to you once you fill out the EAP form). Once installed, gamers simply type "/support <message here>" into any channel of the Discord server to create a DM with your customer support agents. Agents reply in Zendesk, and the replies go directly to the gamer's Discord DM.
All tickets are tagged "created-from-discord", so building Views or Reporting around these tickets is easy.
Concerned about spam? We've included two features: rate limiting and roles-based permissions for ticket creation from Discord:
- Rate Limiting = the max number of tickets a given user can submit in a 24 hour period. The limit can be turned off, or changed to any number you choose.
- To set rate limit to 2 tickets per day per user: /set edit RateLimit 2
- To turn rate limit off: /set edit RateLimit off
- Roles based permissions = the ability to allow only certain roles, i.e. "Moderator", to create tickets. You must turn "on" role based permissions and then set which roles are whitelisted.
- To turn on for only the role of "moderator" (this is a role you create in your Discord server): /set edit SupportRoles on, /set edit SupportRolesList moderator
To see the status of these commands, a server admin/owner can type "/set" into any channel.
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Comentario oficial
Update here for people that are listening in: we are addressing an issue with replies being sent back to Discord that seems to occur for some customers intermittently. Will post an update as soon as we have a fix.
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I just installed Support bot on my Discord server. While I'm able to send messages that are received in Zendesk, sending messages from Zendesk back to the user is not working.
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I was also made admin of my server, and typed in /set. I got this message: You do not have permission to use this command.Your permission level is 0 (User)This command requires level 3 (Administrator)
The owner of the server was able to confirm set works for him, however.
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Hi Dalton Prock,
We're still investigating the problem, unfortunately we don't have a fix just yet but we are trying to get this resolved.
Thank you for your patience!
Cheers,
David
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Hi EAP participants.
Quick update from our team with regards to the Bot commands not working.
We believe there has been a change in Discord which has caused the problem. We're working with the team at Discord to try and get it resolved as quickly as possible.
I'll let you know when we have identified the root cause and have a plan for the fix.
Thanks for your patience and we hope to get the integration back online ASAP.
Cheers,
David
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Hi EAP participants,
Update on the issue with the Discord Bot.
We've just released a new version of the Bot which has solved the problem. There was an issue related to the version of the Discord.js library the bot was using, which we've now updated and its resolved the problem.
Please let us know if you encounter any other issues or the Bot isn't working for your account.
Thanks again for your patience.
David Gillespie
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Hi there, Luke.
We've added the Zendesk support bot to our Discord server and successfully connected it to our workspace (eliteluckygamer.zendesk.com), however, replies aren't being sent back to the requesters via Discord.
Please help!
Thank you.
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Still not able to reply back to Discord. Any developments on this project since last?
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Did this thread die??
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@Danny - sadly, I think it did. I haven't heard back from support in a while regarding developments, as I still can't get Discord to display my responses from Zendesk.
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Any update on this ?
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Hi Geir,
It looks like we haven't updated this topic in a while!
With regard to the integration generally, we are still gathering feedback from participants about how the integration is useful and what kinds of improvements they'd like to see.
Do you have some feedback, or having trouble you need assistance with?
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Where can we submit feedback as a regularly user of discord and the Zendesk bot. I have a few things I would like to point out.
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Thanks Josh. You can either create a new post in the Community (here), or create a support ticket called "Discord EAP feedback" - whatever's easiest for you.
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Hello Josch Mercer,
We would love to get your feedback on this topic, which I would recommend posting here. Just be sure to include as much detail as possible when you are sharing your feedback.
Best regards.
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Hello, not sure if we do it correct, but we have some questions regarding this solution.
/ticket show "to many" tickets. It would be nice to have some kind status on them or remove solved / done tickets in the list.
after we put rate/limit on ticket count (2, and later4 ) we only get this error message: We encountered an error. Please try submitting your ticket again. If the problem persists, please contact support.
we also see that connection / updated from discord is high (Support Bot for Discord by Zendesk 14326 successful sends) not sure if that i related to error message, but at least we have not more then 25-30 tickets created.
/ticket in public channel should actually not list out tickets, but refer to private message (GDPR) i guess this needs to be voted on.
Geir
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Hey Luke!
I was wondering what the typical approval time in order to test out the Discord integration is? -
Hi Geir: Thank you for the questions/feedback. I can see that we've resolved the issue with the rate limiting via a ticket with our support team, and I'll note your other feedback.
Hi Per: We processed a batch of applications yesterday, so as part of that a ticket will have been created and an email sent to the contact email address you nominated.
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Hey Guys
Thank you for a great work, getting Discord get connected with Zendesk.
At the moment we are getting alot of tickets from Discord to our Zendesk, but often it ends up with that we need to get back to them - to get more info, as Gamer ID - account mailadress and better description of what the fault is.
How are we able to make a better solution for this?
How do we activate a trigger to the Gamers DM, with a message saying: "Thank you for reaching out. To help you the best we can, we would need to get to know you better. What Gamer Id .... " you guys get the picture.
Or do you guys have any other idea what we can do to get this info, before the ticket ends up in Zendesk?
Thank you
/Peter
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Hi Peter,
Thanks for the feedback. We've received similar feedback in the past about capture more information when the ticket is first created.
We're actually working on the integration at the moment, and are exploring a way to make users authenticate with their Dircord ID or OAuth. Would this solve your use case?
Thanks,
David
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Hello David
Thank you for the answer.
Thank you for the quick respons.
No, sorry to say, that will not fix our problem, due to that we are not using Discord-ID or their OAuth.
Our platform, G-Loot / GLL, have their own Game-ID, personal E-mail address connected to the player's profile.
We use Discord to communicate with our players because it´s a great forum for us to be in. But in many cases, our players do not have the same Discord name as G-Loot/GLL name.
Example:
When a player reaches out to us in Facebook Messanger - The first automated replay they get is "To help you better, please provide us with your Gamer-ID and/or the e-mail that is connected to your account. Thank you" ...
After that, they give us the id number and/or e-mail and we solve their problem :)
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Hi Peter,
Thank you for explaining your use case and yes this makes sense!
I've captured this as feedback for our next iteration of the integration and we'll endeavour to make sure we can help cover this use case.
Thanks,
David
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Hi there,
Thanks a lot for getting Discord connected to Zendesk - as it's one of our most popular channel, it really helps us to better handle Customer Support.
Unfortunately for us, we've been facing an issue (since last Saturday). The following error message appears, whenever a customer wants to reach us for support: "We encountered an error. Please try submitting your ticket again. If the problem persists, please contact support."Could you help us on that please?
Thanks a lot
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Hi Morgane, thanks for reaching out to us - I'd like to come back to you in more detail via a ticket so we can troubleshoot this together.
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I'm experiencing the same issue as Morgane
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Hi Andrew, thanks for letting us know. Please bear with us for a little longer, our developers believe they've located the cause of these intermittent failures and are working on a fix. We expect to have that deployed shortly.
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Hi Andrew, we've made an update to the integration which we believe will fix this issue. Could you please try the bot again, and let us know whether it's working for you now?
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We just got into the EAP for this because we may want to use it. Has this really been in EAP for 2 years? Are the issues worked out? does this work well enough for real support?
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Hi Ed Ball,
Yes, the EAP has been ongoing for long time now. We're in the process of building a new version of the integration as the original product had a variety issues, which has meant the integration wasn't ready for General Release.
The current integration works well enough for real support, there are a number of customers who are currently using it and it is actively supported and maintained by our team.
If you have any feedback or issues with the integration please let us know with a post in this forum!
Thanks,
David
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Hi David Gillespie,
I recently requested access using the form in this article. How long does the review takes? My team and I are excited to try this integration out as our users heavily uses discord to interact with us.
Thanks in advance!
Charles
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