Integrating Insent with your Zendesk instance

It's always difficult to match the customers' expectations. And we know that well. Everyone needs to have a support system to serve your customer at scale. Zendesk can be a robust support system when used in the right way. 

You can integrate your Zendesk account with Insent and enable your customers to create support tickets and search your knowledge base from the Insent chat widget on your website. 

Integrating Zendesk

To integrate your Zendesk instance with Insent, follow the steps below. 

Login to your Insent account. If you don't have access to the Insent instance yet, connect with your organization's Insent admin. Insent is an invite-only platform. 

After login, navigate to Settings -> Integrations. You will be able to see Zendesk in the list of integrations on the page. 

Click on the ' Connect' button in the Zendesk integration section. The platform will redirect you to the Zendesk authentication, where you'll have to sign in to your Zendesk instance. If you don't have access to the Zendesk instance for your organization, you should connect with your company's Zendesk admin. 

Enter the credentials to authenticate the Zendesk instance. After authenticating, the page will be redirected to the verification. Once verified, the screen will indicate the verification status, as shown below. 

Close the tab and move on to the Insent dashboard. Reload the integrations page to see the button in the Zendesk section indicating 'Connected'.

Using Zendesk features in a conversation

With the Zendesk integration, you can configure the support ticket creation in a conversation flow and enable the customers visiting your website to create a support ticket from the chat itself or search your knowledge base created in Zendesk. 

Navigate to ' Conversations' from the main menu. In 'Conversations', select a conversation from the list and select the tab 'Conversation flow'. Once you integrate your Zendesk instance to Insent, you will have two additional steps in your conversation flow. 

  • Zendesk: Ticket creation
  • Zendesk: Knowledgebase search

Zendesk: Create ticket step

Insert the ' Zendesk: Create Ticket' step into the conversation flow, to enable a visitor to raise a support ticket on Zendesk. The visitor will need to provide their email prior to the 'Zendesk: Create ticket' step to raise a support request in Insent.

When the 'Zendesk: Create Ticket' step is reached, the chat's text input will be enabled, and the visitor can describe their support request in the widget.

Note: The visitor should provide the email in an email capture step before the Zendesk ticket creation. 

They will be able to enter the details regarding the ticket and send it as a message. Once the ticket is created, the widget will give a response to the visitor acknowledging the same and sharing the ticket id for future reference. 

Successful ticket creation flow

Message on successful ticket creation

The ticket created on behalf of the visitor will also be sent to them as an email.  

Confirmation email sent to the visitor

If the user email is not known to the platform before the ticket creation step, the platform will reply with a message informing the visitor to connect directly with the support team. 

Ticket creation failed

Insent informs the visitor if ticket creation is unsuccessful. 

Zendesk: Knowledge base search step

Insert the ' Zendesk: Knowledge base search' step into the conversation flow, where you want the visitor to search the knowledge base on Zendesk. The chat's text input will be enabled when the visitor reaches the corresponding step, and the visitor can enter the search phrase. The platform will respond with the search results to the visitor in the chat widget itself. 

If search results are available for the phrase entered by the visitor, the platform will reply with the results to the visitor. 

Knowledgebase search in widget

If there are no search results are found for the search phrase entered, the platform will indicate the same to the visitor with a reply. 

Unsuccessful knowledgebase search

Ticket creation in Slack

Zendesk tickets can be easily created by your agents in Slack. Your agents can create tickets from 'More Options' -> Zendesk -> 'Create zendesk ticket'.

There are occasions where agents have to manually create new tickets for certain visitors or customers during their interaction. The 'Create zendesk ticket' serves this main purpose. Insent's robust Slack integration helps you manage all your support workflows from within your communication tools.

Ticket creation flow in Slack

To create a new ticket, click ‘More Options’ for each visitor. In More options, select the option ‘Create Zendesk Ticket’. This option opens up a new modal that contains the following fields - Email (mandatory), Name (mandatory), Comment (Mandatory), and Subject (Optional).

Create Zendesk ticket

Create a Zendesk Ticket from Slack

  • Email (Mandatory) - enter the visitor's email ID in this field.
  • Name (Mandatory) - enter the name of the visitor in this field. 
  • Comment (Mandatory) - describe the issue in this field.
  • Subject (Optional) - This is an optional field that allows you to add a title to the ticket.

Note: When the email and name of the visitor are already available in the visitor profile, they will be automatically populated in the Email and Name fields during ticket creation.

Email and name fields are populated automatically

Email and First name are populated automatically whenever available.

Successful ticket creation

A message is shown on successful ticket creation, the message will contain the Ticket ID of the Zendesk ticket, and an automated email will be sent to the Email of the individual on whose behalf the ticket is created.

The ticket creation flow in Slack also has a built-in check to update a visitor profile with their latest Email id and Name whenever a support representative populates the form. An ephemeral message visible only to the agent will be shown asking them whether they would like to update the visitor profile with the Email ID provided in the form or the Name or both. 

Note: Insent will request the agent to update the visitor profile only if the field is different from the current Email or Name field on the visitor profile.

Ephemeral message yes or no

The ephemeral message requesting whether you would like to update visitor info

If you click 'Yes' in the ephemeral message, the visitor profile will be updated with the values added in the ticket for Email ID and Name.

Ticket created successfully

Successful visitor profile update

If 'No' is selected the ticket will be successfully created but the visitor profile will not be updated with the values in the ticket creation form.

Ticket created but profile not updated

Ticket created but visitor profile is not updated

Zendesk: Knowledge base search in Slack

A good knowledge base increases customer retention and serves as a point to source customer feedback. Agents can search for the right keywords in Slack and remain proactive in resolving customer queries. 

Note: Zendesk must be integrated successfully to use this feature.

In the Slack messaging channel, while communicating with the customer or visitor, select the drop-down 'More Options'. Under 'More Options', select 'Zendesk'. 

Zendesk contains 2 options - create Zendesk ticket, Search Zendesk Knowledge base. To search knowledge base articles, select the option 'Zendesk Knowledge base'. 

Knowledgebase search

Insent knowledgebase search allows you to search for an article in the knowledgebase based on a search string. For example, if you type the keyword 'Integrations' and run the knowledgebase search, you will find a list of all articles that refer to integrations. 

Searching within the Zendesk knowledgebase will help you quickly refer to or share documents with your customers in real-time. 

 Note: To learn more about how Zendesk search works, click here.

Knowledgebase search

Search for articles in Zendesk from Slack  

Articles found

You can send articles to your customer by clicking on the 'Send' button against each knowledgebase article on the list. If there are no search results for the phrase entered, Slack will throw a message describing that no articles were found. 

Search unsuccessful

Knowledgebase Search from Inbox

Insent also provides an option to do Zendesk search and ticket creation from Inbox. Once the integration is successful, the Zendesk option will be available in the Inbox next to the text formatting options.

Zendesk in Inbox

Note: In case you do not see the Zendesk icon in the editor, it is probably because your integration with Zendesk may not have been successful. 

The Zendesk workflows in Slack and Inbox are similar. 

With a knowledge base search, you can search for articles in Zendesk. There are 3 options. 

  • Clicking the icon will directly send the article link as a message to the visitor.
  • Click on the top of the text will enter the text into the text box.
  • Clicking the last icon will open the help article in a new tab. This will help your agents quickly refer to a knowledge base article before responding to a customer request. 

Zendesk Knowledgebase search

Ticket Creation in Inbox

Like Slack, clicking the ticket creation option will open the option to create a Zendesk ticket from Insent Inbox.

Zendesk Ticket Creation

  • Email (Mandatory) - enter the visitor's email ID in this field.
  • Name (Mandatory) - enter the name of the visitor in this field. 
  • Comment (Mandatory) - describe the issue in this field.
  • Subject (Optional) - This is an optional field that allows you to add a title to the ticket.

When email and name are already present for the visitor, they will be automatically populated in the email and name fields.

When you edit the email and name in the ticket creation modal and create a ticket, you will be given an option to update the fields in the visitor profile.

New email created

Once you respond with 'Yes', the visitor profile will be updated successfully, and a ticket will also be created. Responding with 'No' will result in ticket creation without updating the visitor profile information. 

You are always welcome to get in touch with our support team at for any further clarification or visit to chat with us. 

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