Discord Integration into Zendesk?

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24 Commentaires

  • Commentaire officiel
    Luke Behnke

    Hey all! Wanted to update this post that we've just launched a Zendesk <> Discord Integration into early access program. Learn more and signup here: https://support.zendesk.com/hc/en-us/articles/360001845488-Announcing-Discord-Zendesk-Integration-EAP 

    Thanks to all on this thread who gave us feedback and inspired us to build this!

  • Hi Darren,

    From what I know, this service is used mainly by gamers to converse during in-game. I'm interested in understanding how your company uses Discord to interact with your customers. Can you elaborate more on the how you think the integration would work?

    Thanks!

    Ian

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  • Hey Darren,

    I checked your Discord server (Tobii Gaming) and saw that you have a #help-support channel. Is this the channel where you want Zendesk Support to be integrated with? How do you envision it to work?

    Thanks!

    Ian

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  • Darren Hua

    Hi Ian,

    Thank you for your quick reply and looking into our gaming channel on discord. 

    Well my first concern is that when we help users on Discord it does not count into zendesk insights statistics so we are not really getting a bigger picture of support related issues per se. If there was some internal poll or way of connecting Discord to Zendesk via an integration such as perhaps the slack app does where tickets are updated? 

    Otherwise, if there is a way to mark a particular chat on Discord as a help ticket similar to how zendesk chat transcribes the chat and turns it into a ticket afterwards. I don´t suppose this integration would be an easy one though but just thinking in long term as the more popular Discord gets, the more it will cut into our support statistics I am thinking if we have no way of incorporating them into zendesk insights via tag or however. 

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  • Hi Darren,

    Polling is certainly something doable using the Channels Framework. This integration would be able to create Support tickets for every message that has been sent in the channel. I don't think that would be a good idea because you would be overwhelmed with the number of tickets generated.

    It looks like there is a Discord API for retrieving messages. It might be possible to create a bot that can have a command where you can pass in parameters to get a certain message and create a ticket out of it. 

    Are you also looking at being able to reply to a ticket and have it automatically posted back to your support channel?

    Thanks!

    Ian

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  • Darren Hua

    >Are you also looking at being able to reply to a ticket and have it automatically posted back to your support channel?

    If possible like the Chat function if the case was that the discord integration allowed importing of contact details that would work.But the idea was solving their issue ideally on the discord channel and having that imported verbatim/transcribed back to Zendesk via a command function that you mentioned earlier.

    The bot you mentioned..could that be related to the beta Zendesk feature? Or do we ourselves need to come up with creating this bot? Just wondering. I am curious if Zendesk themselves would be interested in creating a discord integration of some sort. 

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  • Hi Darren,

    No, it would be an entirely different product/integration. I'm very interested in building an integration with Discord because Discord has hit 25 million subscribers, however, these numbers are users and not actual partners/publishers like you that are using Discord as one of their support channels.

    We will have to do more research on our end to gather more data on Discord. I will reach out to you directly through a ticket.

    Thanks!

    Ian

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  • Christianskjetne

    Would love to have the ability to have a ticket notifications in discord, like you can on slack.

     

    We're a smaller but are thinking of switching our internal communication to Discord due to the customization of channels and roles +  it's free. And having a channel dedicated to zendesk notifications would be nice.

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  • Ian Christopher de Jesus

    Hi Christianskjetne,

     

    Thanks for this. It looks like what you require is for data to flow from Zendesk to Discord unlike Darren's request where messages from Discord are converted into Support tickets.

    Thanks.

    Ian

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  • Darren Hua

    I think at the very least, it may be doable to have a ticket interfacing on zendesk with DMs in Discord like either how Direct PM work on Twitter and FB or have it via the Zendesk Chat. That way you would at least avoid all the other users writing in. :)

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  • Thanks for the insights! We'll continue the research on our end and keep you posted once I have any updates.

     

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  • Le Giang Anh

    Would like to have this as well since our customers (gamers) prefer discord over Slack.

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  • Barry Schwartz

    Ditto to the above. We would find this beneficial as well to support our players.

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  • Fletcher Richman

    Woah this is a super interesting thread. We are building exactly what you are talking about but for Slack (allowing people to have a #support channel in a community where tickets are synced 2 ways). A little more info here: https://www.bubbleiq.com/.

    If there was enough interest we could add Discord support. Hit me up fletcher@bubbleiq.com if you are interested.

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  • Le Giang Anh

    @Fletcher Richman: Please just do it. Discord is more reasonable to have a #support channel than Slack.

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  • Jesse Dacumos

    Ticket notifications in Discord can be easily done via Discord Webhooks!

    These should walk you through the process: https://support.discordapp.com/hc/en-us/articles/228383668-Intro-to-Webhooks

    https://support.zendesk.com/hc/en-us/articles/204890268-Creating-webhooks-with-the-HTTP-target

     

    Threading tickets from DMs or Chat into tickets seems a bit difficult, TBH. You could probably make a bot that takes input and creates a ticket with a command, but having a bot that threads conversation into a ticket may be a bit more difficult to swing. 

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  • Jesse Dacumos

    Question for those in this thread, in a perfect world, what would you like to see in a Discord<-> ZD integration? 

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  • Darren Hua
    1. Log support issues to collect data on what type of problems people come to Discord to get help.
    2. A simple “button/ticker” type of system that they can press every time they solve a support issue to count how many things are solved each month.

    Essentially an integration to keep track of support issues solved in Discord.


    However if there is a possibility to chat to people on discord through a zendesk integration like zendesk chat that would be super cool too. 

     

    We are currently looking into third party integration but having it native on zendesk would be super cool!

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  • Fletcher Richman

    Hey everyone!

    A quick update here. We built a two-way integration between Zendesk and Discord. You can try it out here: https://www.bubbleiq.com/zendesk-discord.

     

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  • Carlos Rodriguez

    Hello

    The discord early access program still active? Will be good to have this for the  support service, we do on our discord server

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  • Nicole - Community Manager

    Hi Carlos -

    That EAP is currently on hold, but we do hope to resume it later this year.

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  • Carlos Rodriguez

    Hi Nicole

    Thank you for the answer.

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  • Anh Le

    Discord is a major platform for many companies now, not only game companies. I don't know why Zendesk doesn't make this high priority. It's take nearly 2 years for an integration. Even a programmer student can finish it sooner.

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  • Nicole - Community Manager

    Hi Anh -

    The team is working through some roadblocks at the moment. It's part of the development process. Sometimes things come up that take time to work through or have dependencies on other parties.

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