Zendesk Agent Scripting App – Version 9

Our Contact Center customers using Zendesk are becoming more sophisticated, so we’re continuing to improve our Zendesk Agent Scripting app in response. This version 9 update automatically chooses scripts based upon one of these:

• The Zendesk brand field
• Zendesk ticket tags
• The value of a custom field

If you’re just using one script for everyone, this is supported as well.

Here’s how the app appears in the right hand sidebar in Zendesk:

Zingtree Setup

Script matching works by matching tree tags you set in Zingtree to values in the Brand, Tags, or a custom field in a Zendesk ticket. For example, if a tree is tagged with “astrology”, and the ticket tags include “astrology”, then that tree appears. If several trees match, then they all appear.

First, add tags to a tree in Zingtree as follows:

1. Select a tree from My Trees.
2. Go to the Settings tool.
3. Enter or select a tag from the tags field.

Zendesk Setup

You’ll need to download and configure the Zendesk Agent Scripting App version 9:

1. Download the Agent Scripting app from here.
2. In Zendesk, click the Admin icon, and go to Apps, Manage.

3. Click Upload Private App.

4. The Upload App page appears.

5. Enter “Zingtree Agent Scripting” for the App Name.
6. For App File, locate the file zingtree-agent-scripting-v9.zip you downloaded in step 1.
7. Click Upload, then confirm if necessary.

Configuring the App

Once you’ve uploaded the app, the configuration screen appears:

Here’s what each item does:

Title: A title for the app, as it displays in Zendesk.

Tree ID: If you’re installing just one script for everyone, enter the ID of your tree here.  If you will be offering multiple scripts to your agents, leave this blank.

Height (pixels): The height of the app as it appears in the Zendesk ticket sidebar.

Display in Panels Style: Tick this option to use the Panels style to display your scripts.  Untick to use Buttons style.

Open Script based upon Brand: If this option is checked, the subdomain of the selected brand will be matched to a tree tag.  Any matching tree or trees will appear.  For example, if the brand subdomain is xyz.zendesk.com, any trees tagged as xyz will appear. (Requires the Zingtree API key in this configuration.)

Open Script based upon Tags: If checked, the values in the Zendesk ticket tags will be matched with your tree tags to show one or more matching scripts. (Requires the Zingtree API key in this configuration.)

Open Script based upon Custom field: If you want to use a custom field value to show matching scripts, enter the field ID here. The Field ID can be found in Zendesk under Admin, Manage, Ticket Fields. Click Edit to see the field ID. (Requires the Zingtree API key in this configuration.)

Zingtree API key: Each organization in Zingtree has an API key, which is used to match scripts. If you’re using one of the tag matching options, this is required. Your API key can be found at zingtree.com under Help, API.

Try It with Example Data

You can use trees from the Zingtree Gallery to see how the Agent Scripting app works.

For a single tree, enter ’14’ as the Tree ID. This will show an Astrology web site troubleshooter example.

For multiple trees, see how a tree can be selected by tag by doing the following:

1. Enter 6a103737e44e4aa6e1e4b6b0bcb46f83 as the API key.
2. Make sure Open Script based upon Tags is checked.
3. Try entering one or more of these tags into a ticket: “zingtree”, “astrology”, “pet_rock”.