Zendesk end user integration
under review
Nibu Thomas
Figure a way to integrate with Zendesk in a manner where when end users try to open a ticket on Zendesk, and type in a query, they should see any relevant support article on the platform. This is a current ability for Zendesk, but possible only if we buy their KB as well.
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Urko Serrano
Customers like us that already use Zendesk for our support portal are in need of a better synchronization with the knowledge base portal in Document360.
This is certainly essential for a smoother end-user experience across both platforms, and to reduce the technical debt and maintenance for your customers.
In particular, the following criteria is relevant for this use case:
- Currently, our customers use our Zendesk portal only to submit support tickets.
- We want our customers to access the Document360 knowledge base portal seamlessly once they’ve been authenticated in Zendesk.
-- This means that we do not want our customers to have separate credentials to log in to Document360, so it makes their UX experience far smoother if they’ve already logged in to Zendesk.
-- Our customers must be able to reach the documentation of the Document360 knowledge base portal even if they haven’t created any support ticket.
- We don’t want a synchronization between Zendesk and Document360 that duplicates the documentation on both platforms.
-- All documentation of the knowledge base portal must be kept/stored in Document360, granting only access to our customers (readers) that have already signed into Zendesk.
Shakeer Hussain S
under review
Shakeer Hussain S
Nibu -I appreciate that you're seeking to integrate Document360 with Zendesk's customer-facing support portal, specifically to have articles appear when a support ticket is being created. We will assess the feasibility of implementing this. Thank you!