If you use Zendesk as your helpdesk platform, integrating it with Rep streamlines communication with shoppers who need human assistance. When enabled, the integration automatically creates a ticket in Zendesk whenever a shopper requests human support through the Rep widget.
This guide covers how the Rep x Zendesk integration works and how to connect your Zendesk account to Rep.
- Understand how the Zendesk integration works
- Connect your Zendesk account to Rep
- Add Zendesk help center articles to Rep's knowledge base
Understand how the Zendesk integration works
When a shopper requests human assistance in the conversation in the Rep widget, Rep will gather the shopper's contact details and send you a notification email. This email contains a summary and transcript of the conversation so far, as well as the contact information provided by the shopper. When the Zendesk integration is enabled, the notification email will appear as a new ticket in Zendesk.
If you reply while the shopper is still on your website:
- The conversation will turn into a real-time live chat. In other words, your reply within the Zendesk ticket will appear as a live message within the Rep widget on the shopper’s end. You can then continue conversing with the shopper within the ticket interface in Zendesk.
If the shopper has already left your website:
- Your reply will still be sent to the shopper's email address. This setup ensures that you can respond immediately or at a later time, as you prefer, knowing your messages will always reach the shopper.
Connect your Zendesk account to Rep
- Log into the Rep console at the following link: https://app.hellorep.ai/home
- In the left-hand menu, navigate to Settings > Integrations.
- On in the Integrations page, select the Support tab at the top, then locate the Zendesk panel and click Connect.
- In the pop-up modal, enter your Zendesk URL and click Connect.
(Your Zendesk URL will look something like examplestore.zendesk.com. You can find it by logging into your Zendesk account and viewing the address bar in your web browser.)
Add Zendesk help center articles to Rep's knowledge base
If you use Zendesk's Help Center features to publish help center articles for your customers, you can have your support articles serve as an additional knowledge source for Rep's AI.
For more information, please refer to the following Rep help center article: Add your help center articles from Gorgias or Zendesk to your AI's knowledge sources
Need help or advice? Reach out to us at: support@hellorep.ai