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When Zendesk is connected, your agent knows who it is talking to. Before the conversation it looks the user up by phone number and reads their name and open tickets. After the conversation it files a ticket with the summary, the outcome, and whatever the agent collected.
Zendesk is in beta. It works, and we are still adding to it. Write to us at hello@verbu.com if something is missing.

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What you’ll need

  • A Zendesk account
  • Your Zendesk address, for example company.zendesk.com
  • A Zendesk user who is allowed to give apps access
You do not need to create a key or a token. You sign in to Zendesk and give Verbu access.

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Connecting Zendesk to Verbu

  1. Open the agent and click Integrations at the bottom of the menu.
  2. Click Zendesk in the list.
  3. Click Connect.
  4. Type your Zendesk address. Only the first part: if the address bar says company.zendesk.com, you type company.
  5. Sign in to Zendesk and approve the access.
  6. Click Publish in the agent’s menu.
🎉 Your agent now knows the user and files tickets for you.
You find your Zendesk address in the address bar while you are signed in to Zendesk.

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What the agent does

Two things, and you can switch each one off. Before the conversation. The agent looks the user up by phone number and reads their name and open tickets. The conversation then starts with the agent knowing who is calling and what is already under way. Switch it on and off under Load open tickets when a conversation starts. After the conversation. The agent files one ticket with the summary, the outcome and what it collected. The ticket also carries a link back to the conversation in Verbu. Switch it on and off under Create a ticket after the conversation when one is needed.

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When a ticket is filed

By default the agent files a ticket only when a conversation ends like this:
  • Handed to a person
  • Set up for follow-up
  • Asked for a person
You choose the list yourself under Create a ticket when a conversation ends like this. If a ticket should always be filed, tick Always at the top. If none of them fit, describe it in your own words. Tick When the conversation matches my own description and write when a ticket should be filed. For example “the user is unhappy with a delivery”.

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How the ticket looks in Zendesk

Under How the ticket looks in Zendesk you choose:

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People we do not know yet

The agent looks for the user by phone number and email. If nobody in Zendesk matches, we create the user, so the ticket has somebody on it and the next conversation can find them again. You control this with Add the user to Zendesk when they are new. Switch it off and the ticket is still filed, without a user on it.

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Teach the agent from your help articles

Your Zendesk Help Center articles and your macros can teach the agent, so it answers in your own words.
  1. Open the agent and click Content.
  2. Click Add a source and pick Zendesk under System.
  3. Under What to learn, choose what the agent may read. All of it is recommended.
  4. Save.
We read the content in and keep it up to date. Solved tickets come later.

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Where you see it afterwards

In the Inbox. Open a conversation and the panel on the right leads with a Zendesk section holding Ticket # and Zendesk user. Both open Zendesk in a new tab. When there is no ticket yet it says Create ticket instead, so you can file one yourself. In Contacts. The people the agent looked up get a link to their Zendesk profile and a list of their open tickets.

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How it sounds in a conversation

User: Hi, I’m calling about my order. Agent: Hello Mette. I can see you already have a ticket about a delayed delivery. Is that what this is about? User: Yes, it still hasn’t arrived. Agent: I’m sorry about that. I’ll pass it to a colleague with what you’ve told me, and they’ll come back to you today.
The agent knew who was calling because it looked the number up in Zendesk before answering. Afterwards the conversation is a ticket.

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If something goes wrong

It means nobody in Zendesk matches the number or the email we hold. That is normal the first time somebody gets in touch. If Add the user to Zendesk when they are new is on, they are created along with the ticket.
Check two things. That Create a ticket in Zendesk is on. And that the conversation’s outcome is on the list under Create a ticket when a conversation ends like this. You can see the outcome on the conversation in the Inbox.
Open the integration and change Put the ticket in this group. If the group is new in Zendesk, click Refresh on the Connection card first, so we read the groups in again.
Zendesk has withdrawn the access. Click Connect again and sign in. Your tickets and settings are untouched.
Type only the first part. If it says company.zendesk.com, you type company, without https:// and without a slash.

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Remove the integration

Click Disconnect in the column on the right and confirm. Verbu forgets the access and stops calling Zendesk. Your tickets and users in Zendesk are untouched. If the agent learned from your Zendesk articles, we also ask what to do with that content:
  • Leave the box empty and the agent keeps what it learned. It is no longer updated, because we cannot read from Zendesk without the connection.
  • Tick the box and we remove the content, so the agent no longer answers from it.

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Next steps