Joining the Discord Integration EAP
AfixadoZendesk 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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Having the same issue as other customers, with responses from Zendesk not being sent back to Discord.
My integration seems to be successful as the bot is available and DM's are able to be initiated, and inquiries are seen in Zendesk via newly tickets, but no replies from Zendesk ever appear in the Discord DM.
What can I do to rectify this?
Cheers
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Same here, tickets are being created smoothly, but ticket responses don't go back to Discord.
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this needs to be setup in your zendesk
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This is the trigger I use
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Hi Josh Mercer,
Thank you for trying to help. I'm perplexed as to why this step is not in the set-up instructions for the bot itself - particularly if it's not optional for two-way communication.
In any case, I implemented your suggested trigger and the trigger is firing on the correct tickets, but as before, no replies appear in the Discord DM.
Everything looks good on the Zendesk end however.
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Hi Luke Bradshaw, Rafael Branch & Josch Mercer,
Thanks for flagging this and debugging the issue. I've passed this onto our developer to see if we've changed anything that has removed or modified these triggers.
Appreciate your help!
Thanks,
David
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Hi David Gillespie,
Are there any updates from your developer?
I accept this is a Early Access product but I would love to get it up and running.
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We're still looking into the problem, thanks for your patience.
Thanks,
David
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Hello,
I'm afraid I am having troubles with the bot not responding to any of my commands I give it. Keep in mind I own the Discord server and have appropriate permissions set. Still, nothing is sent back on any channel I'm afraid.
Any thoughts?
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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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Thanks for resolving the issue David Gillespie. The bot seems to be working as intended now
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Hi Zendesk team!
We've been facing another issue with Zendesk Discord bot. Messages from our users no longer arrive to Zendesk.
Could you help on that, by any chance?Thanks in advance!
Morgane
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Hi Morgane Abbonato,
Have you made any changes to the following:
- The Discord trigger in Zendesk
- Access or privilege of the user who initially installed the integration
- Privileges of the bot in Discord
Thanks,
David
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Hi David Gillespie,
Can you send us the email? I signed up yesterday :) Very much looking forward to trying this out.Lee
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Hi Lee KB,
Done! You should now have an email with a link to install the new integration.
Thanks,
David
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Heya! I've just added the Zendesk bot to our Discord server but nothing is happening. Looks like it's all set up correctly, right permissions, but nothing happens when you use the command /support - no DM and nothing pushes to Zendesk. Any ideas?
If it helps - I can connect it to any other of my Discord servers and it works fine. It's just this one, my company's server we actually need it for! -
Hi MAIRI,
That is odd and hopefully we can fix this.
Do you have any other bots in the server that share the same "/support" command?
Thanks,
David
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We see that as admin you cannot execute the "/set" command, this can only by execute by the discord owner.
Is there any way we could configure the integration so that this command can be run by the admin and not just by the server owner?
Regards,
Emil
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Hi Emil Pop,
Thanks for the feedback. This isn't possible in the current integration but I've captured it as feedback for the new integration we're currently building (more news to come about it's release shortly!).
Thanks,
David
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Hi David Gillespie,
I submitted the form yesterday and would like to make sure that you received it
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Hi Mher Petrosyan,
Thanks for reaching out and yes I have received it!
You should have an email now with instructions to get the integration up and running.
Thanks,
David
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