Zendesk Widget Integration

Zendesk Widget Integration

Goals

  • Widget integration for Zendesk users

Background and Strategic Fit

Plenty of e-commerce companies are using Zendesk for their support processes. Our primary intention is for Zendesk users to adjust the widget settings and to carry out the integration easily and swiftly.

Assumptions

  • Integration definitions will be conducted using the "Zendesk" wizard under                    Admin -> Integrations menu

  •  Zendesk ID’s of agents will be saved under user settings

  • Agents will be able to use Call Center Studio and Zendesk simultaneously. 

Requirements

#

Title

User Story

Importance

Notes

1

Authentication

Zendesk API supports the "Basic authentication", "API token" and "Oauth access token" methods. We will be using the "API token" method.

Must have

https://developer.zendesk.com/rest_api/docs/core/introduction#security-and-authentication

2

Rate limit

Zendesk API imposes a limit to the API request that will be sent in 1 minute, according to the subscribed package type. When this limit is exceeded, it turns into a 429 HTTP code. When we obtain such a result, we will send a notification to the admin who conducted the Zendesk API definitions.

Must have

https://developer.zendesk.com/rest_api/docs/core/introduction#rate-limits

3

Rate limit notification

Zendesk API rate limit notification template will be prepared.

Must have

 

4

Zendesk Check User Attendant Step

We will add a new IVR step that will examine the existence of the caller’s number on Zendesk. If it exists and is singular,  this new IVR step will assign the number to the custom_variables step, and will also link the connected notification to the call.

Must have

Example of an Inquiry: api/v2/search.json?query=role%3Aend-user%20phone%3A*5135557611

For more information: ZendeskCTIDevGuide_v2.3.pdf

5

Zendesk Ticket Status Attendant Step

We will add an attendant step that interrogates the ticket number, which is dialed via DTMF, and gathers information on the latest update.

Must have

 

6

Zendesk Open Tickets Attendant Step

We will add an attendant step that gathers information on open tickets, after examining the existence of caller’s number on Zendesk

Must have

 

7

Zendesk Voicemail Attendant Step

We will add a new step that will create a ticket via voicemail using Zendesk Voice API. For existing numbers on Zendesk, this ticket will be evident underneath the relevant customer and for non-existing ones, a new customer will be created and later on, will be shown under this newly formed customer.

Must have

 

8

Connected Notification

When the calls with evident Zendesk ID’s are answered, we will demonstrate the contact card on agent’s screen, using Zendesk Voice API.

Must have

Example Request: POST /api/v2/channels/voice/agents/{agent_id}/users/{user_id}/display.json

For more information: https://developer.zendesk.com/rest_api/docs/voice-api/voice_integration#open-a-users-profile-in-an-agents-browser

9

Softphone APP

We will develop a CCS Softphone APP that is going to be embedded into Zendesk interface. This App will use the existing CCS Softphone JS library.

Must have

App engine project: telefoni-zendesk

Bitbucket repo: https://bitbucket.org/alotech/telefoni-zendesk/

10

Voice Tickets

For terminated calls, we will create Voice Tickets using the Zendesk Voice API. 

Must have

https://developer.zendesk.com/rest_api/docs/voice-api/voice_integration#creating-voice-tickets

11

Version Updates

We will develop a method, in order to be informed about updates on Zendesk API’s

Must have

 

12

Integration Guide

We will prepare a directory document (guidance) for CCS and Zendesk widget integration. 

Must have

 

 


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