Zingtree and Freshdesk work well together. You can integrate both products in two ways:
For Call Centers or Live Support:
Your agents can open a Zingtree within the customer's Freshdesk ticket, and this script can guide an agent to the proper solution. If another agent takes over the call, he/she can resume the session at the last stopping point, and see the steps the caller took with the previous agent.
This is how the Agent script appears in Freshdesk:
If you’re running live support or a contact center with Freshdesk, you’ll want to use the latest Zingtree Freshdesk app for Agent Scripting. This update supports the new Freshdesk Mint interface and helps guide live agents to solve problems and follow processes.
Install this custom app from the Freshdesk App Marketplace as follows:
- Go to your Freshdesk Admin, and click on Apps (under Helpdesk productivity).
- Click Get More Apps.
- Search for “Zingtree”, and click the Zingtree App.
- Click Install.
Freshdesk may take up to 30 minutes for your app to be available.
Configure your App
There are two settings for your app:
- The tree ID of the tree you want to appear first (required). The default just shows all the data variables passed into Zingtree.
- An option to send data from your Freshdesk ticket to Zingtree. If you enable this, you’ll be able to show information from the ticket in your decision tree or do automatic branching using Logic Nodes.
Using the Agent Scripting App
When viewing a ticket, click the Zingtree button at the top:
The decision tree you configured will appear.
Zingtree decision trees are easy for anyone to use immediately. But there are a couple of bonuses under the hood you will appreciate:
- Pause and Resume: When you reload a ticket and click the app button, the decision tree will return to the last place visited. In addition, you can click the History link to see what transpired previously. This is really helpful if a call is dropped, or if a ticket is transferred to a new agent.
- Instant Notes: With a single click, agents can add internal notes to a ticket from a template you provide. This can include the transcript of the session, any data gathered, or anything else you like. These notes can then be edited before they are saved. This is a HUGE timesaver for your agents. Learn more here.
- Agent Feedback: At the bottom right, you’ll see the Agent Feedback button.
Your agents can click this to send comments back to the authors of the tree. This is a great way to continue to improve your knowledge base, and also involve your agents in the publishing process.
For Customer Support:
Have your end-users try to solve their problem by showing them a Zingtree. If the customer is unable to find a solution, they can submit a ticket to Freshdesk, which automatically includes the Q&A transcript of their session with Zingtree.
You can submit a new ticket to your Freshdesk system right from inside Zingtree. This will include the transcript of the Zingtree session, and looks like this:
Note how the ticket includes a transcript of the Zingtree session.
It’s easy to set this up – here’s an overview of the process:
- Add a new Application to Zingtree for creating Freshdesk Tickets.
- Create a “Ticket Submitted” node.
- Create a “New Ticket” node to obtain the customer’s name, email, a ticket subject, a description, and optional custom fields.
Add a new Application to Zingtree for creating Freshdesk Tickets.
A Zingtree application can be called from any node. You’ll need to add the Freshdesk App first as follows:
- Log into your Zingtree account.
- Go to Account > My Apps.
- Select the Freshdesk: New Ticket App.
- Enter your Freshdesk API key and domain name. (Instructions are on the page.)
- Click Add Freshdesk App to save the new App.
Create a “Ticket Submitted” Node
When this node appears, a new ticket is added to your Freshdesk installation. This is the end result of pressing a “Submit Ticket” button inside the decision tree. You can create this node as follows:
- Go to Tools > Add Node.
- Add a new Content Node.
- Give the node a title, and any text you want to appear in the content area – like “Thanks for submitting a ticket” etc.
- Click the Apps/Webhooks tab.
- Click Add App.
- Select the Freshdesk App you just created. You should see something like this:
- Click Save Changes to save this node.
Now we’re ready to link a ticket entry page to this “Ticket Submitted” node.
Create a “New Ticket” node
After your customer goes through the troubleshooting session, if they haven’t been able to resolve the issue, you can direct them to a node that collects the following info:
- Subject for the Ticket
- Description of the problem.
You use Zingtree’s Data Entry Fields to get this info. The field variables need to be named as follows:
name = fd_name
email = fd_email
subject = fd_subject
description = fd_description
- Edit the node where you want the customer to submit the ticket.
- Click the Data Entry Fields tab.
- Add fields for fd_name, fd_email, fd_subject, fd_description. When you are done, your Data Entry Fields will look something like this:
- You can also optionally add Custom Fields into the ticket. In the above example, we have a custom field named product in our Freshdesk installation. So the Zingtree equivalent is fd_cf_product.
- If you want to set the ticket status and priority, you can also use variables named fd_status and fd_priority. This is optional.
- Another option: Make a variable named fd_type for the ticket type. It can have text exactly matching one of these: Question, Incident, Problem or Feature Request.
- Click the Action Buttons tab, and add a “Submit” button to go to your submit ticket page.
- Save the changes to this node.
When building and testing trees that utilize custom field names from Freshdesk we recommend using a persistent button with the ##ALL DATA## variable. This will allow you to see the custom field names that Freshdesk is passing to Zingtree in your Freshdesk interface. Once you've added these variable names to your Zingtree you can remove the ##ALL DATA## persistent button.
Adding Your Zingtree Troubleshooters to Your Freshdesk Portal:
The best way to decrease the number of tickets your Agents receive in Freshdesk is to display your Troubleshooters directly on your Freshdesk Portal page. This will encourage your customers to step through the Zingtree Troubleshooter before submitting a ticket. Here's how to add your Troubleshooters to your portal pages in Freshdesk:
First copy the embed code of the tree you'd like to display:
- Click the My Trees button at the top of the screen.
- Choose the tree to embed.
- Select Publishing Links.
- Click Embed your tree into any web page. See this article if you'd like to configure advanced options.
- Copy the embed code.
Now paste the embed code into your Freshdesk portal page. Here's how:
- In your Freshdesk Admin, select Portals in the Support Channels section.
- Click the Customize Portal button for the portal that you'd like to display your Troubleshooter.
- Choose the Layout & Pages tab at the top. Then choose Portal Pages.
- You can place your Troubleshooter on any page of your portal. We recommend the Portal Home page.
- Paste your embed code wherever you would like the Troubleshooter to appear.
The example above would place your Troubleshooter at the top of the Portal Home page. Like this: