Frequently Asked Questions
What features are not currently available for the Virtual Shopping Zendesk integration?
Today, the Zendesk integration does not support the following:
Customisation of Plugin text strings
The ability for Zendesk Customer Services agents to redirect shoppers back to experts handling Virtual Shopping chats
The ability for shoppers to add a comment back to the Customer Service agent after a chat has ended – however shoppers can leave a rating
The ability to share video content between the shopper and Customer Service agent
Passing conversation history to Customer Service teams: Zendesk does not allow for this
Adding attachments to left messages when Customer Service teams are offline
How does the integration work? How do both tools connect?
The Zendesk Chat SDK seamlessly offers the Zendesk chat experience and feature set from within the same online chat.
If a shopper selects the Customer Service need from the Needs Selector within the Plugin or they are asked to be transferred by a product expert to Customer Services, a Customer Service form is displayed in the Virtual Shopping chat for the shopper to complete.
Within the form the shopper needs to provide their name and email address, then submit these details. On the form being submitted, the Zendesk Customer Service Team Selector is loaded into the Plugin to allow the shopper to select an individual Customer Service team that's relevant to their query. On choosing a Customer Service team, they will be connected to that team to begin a conversation.
To connect a merchant's instance of Zendesk to the Virtual Shopping Plugin, we need a merchant to submit their Zendesk ID and shared secret (a code used for authenticating users) as part of the activation process via the Dashboard which will allow us to connect to the correct Zendesk instance. You can activate the Zendesk integration via Settings in the Dashboard.
What’s the experience when a Product Expert transfers a customer to Zendesk via the App and is there a chat queue?
At the point when a Product Expert transfers the shopper to Customer Services, the shopper will see the Zendesk Customer Service form displayed within the Plugin where they will need to supply their name and email address. On submitting the form the Customer Service Team selector will display and the shopper can select the Customer Service team that most suits their enquiry.
The shopper could be initially held in a queue if the Customer Service team is handling other conversations. The shopper is shown their position in the queue until the point they're connected to the Customer Service team.
What’s the experience when a Customer Service agent receives a chat from a shopper?
When a new chat is raised by a shopper, this will be listed from the Zendesk Agent Dashboard under the Customer Service team the shopper has selected for their enquiry. A Customer Service agent can collect the chat from the Dashboard and reply in the normal way. They can also set up a profile for the shopper so they can be recognised next time they raise an enquiry. In this phase of the project only Customer Service agents can close chats, not shoppers, but if there is 20 minutes of no activity in a chat Zendesk automatically closes the chat and sends a shopper the chat transcript. The shopper always has the ability to continue the conversation via email if they want to.
A new shopper chat coming via a Virtual Shopping chat is recognised as we capture the Zendesk Account key provided by the merchant.
What’s the experience when it’s outside of business hours and a shopper clicks on the ‘Customer Service’ option in the needs selector?
When the Virtual Shopping chat is enabled out of hours on your website, if a Customer clicks on the 'Customer Service' Need from the Plugin they would first need to complete the Zendesk Customer Service form (supplying their name and email address) before the Zendesk Customer Service Team selector is presented. They would then select the Customer Service team they want to speak to. If all Agents within that Customer Service team are offline they would need to leave a message using the 'Left message' form.
The ‘left message’ then creates a ticket in Zendesk and is assigned to the Customer Service team the shopper selected. Someone from that team can then respond when next available.
If a customer is transferred to Zendesk and provides an existing email address, will this link up with the existing customer profile in Zendesk?
Yes, for stored customer profiles, new tickets sit under their profile when raised with the same email address.
What languages are supported by the Zendesk integration?
Aside from English, the text strings used by the integration have been translated to French, German, Swedish, Danish, Dutch, Italian, Polish, Portuguese, Spanish, Norwegian Bokmal and Finnish.
Are we able to populate data for new customers within the Zendesk Agent Dashboard (including location, language, chat visitor path)?
Yes, all those fields are available for new Customers within the Zendesk Agent Dashboard.
Is there the ability for Customer Services to pass back shopper chats to product experts?
No, there won’t be the ability for Zendesk Customer Service teams to pass customer chats back to Product Experts in this current phase of work.
Can shoppers access or start a separate product expert chat while speaking with a Customer Service team?
When in a chat with Customer Services a shopper can press the back button in the header of the Plugin to access their original chat with a product expert, but it won’t be possible to re-start a new chat with a product expert until the Customer Service chat has ended. If the shopper does press the back button to return to their original chat, a ‘Continue’ button is displayed in the Plugin so they can be directed back to complete the Customer Service chat.
What file types can agents and shoppers send over a chat?
Customer Service agents and shoppers can share files within the messages they send to each other. Be aware Zendesk only allows the following file types to be supported:
PDF (.pdf)
PNG (.png)
JPEG (.jpeg)
GIF (.gif)
Text (.txt)
Zendesk automatically converts all image types to PNGs when copying and pasting from the Agent dashboard directly into chats. Please note the size limit for files is 20MB and files are uploaded as links in a chat. Sharing of video files is not supported as Zendesk doesn't allow them to be shared within chats.
What reporting will be available for this integration?
Your Partnership Success Manager will have access to reporting, which they can share with you, showing the number of Shoppers transferred to Customer Services, which Customer Service teams are selected by shoppers, and things like the total ratings given for customer service chats.
If you have Google Analytics in place on your website, we can support the following events for the Zendesk integration:
Web Widget Opened
Web Widget Minimised
Chat Opened
Chat Served by Operator
Chat Rating Bad
Chat Rating Good
Chat Request Form Submitted
Chat Offline Message Sent
Contact Form Shown
Contact Form Submitted
In order to see these events firing from Google Analytics, you will need to import this GTM container config (containing the event related variables) into a new GTM workspace.
Ensure the tracking id value of the Google Analytics Settings imported variable points to your Google Analytics account.
Please note: the results from these events display from the ‘Realtime > Events’ section of the left hand navigation within Google Analytics.
If you want to be able to differentiate Zendesk events for this integration separately to your own Zendesk events within Google Analytics you can do this in the following way:
Firstly, import the GTM container config referenced above into a new GTM workspace if you didn’t already do this.
You’ll then need to add a new custom dimension field within your Google Analytics account.
From the Admin section of your Google Analytics account click on the ‘Custom Definitions’ button then click on ‘Custom Dimensions’ and click on ‘+ New Custom Dimension’ to add a new custom dimension field in your Google Analytics account.
Give the new Custom Dimension the title ‘Event Source’ and please ensure the index is listed as ‘20’ (only applicable if you have other custom dimensions created). You may need to create dummy Custom Dimensions in order to set an index at ‘20,’ however these can always be used as real Custom Dimensions if required at a later point.
Then when next testing the Zendesk integration, from the main navigation in Google Analytics go to the ‘Behavior’ > ‘Events’ section.
Under the ‘Secondary dimension’ drop down menu, type in the word ‘Source’ in the search bar and under the ‘Custom Dimensions’ field click on the result ‘Event Source.’
Now you will see the ‘Event Source’ column display from the events table which will allow you to separately track Zendesk events driven through the integration.
Events from our integration will contain the label ‘Zendesk (via Klarna) Web Widget’ from the ‘Event Source’ column to help you identify them.
Be aware events can take between 24-48 hours to display in the ‘Behavior’ > ‘Events’ section of Google Analytics.
Are there differences in the experience when agents are using the Chat Console vs. the Agent Workspace?
There are some slight differences to the shopper experience depending on whether an agent is using the Agent Workspace or the Zendesk Chat Console. The main difference is in how Ratings appear.
When an agent is using the Zendesk Chat Console, Ratings appear as usual. Rating information automatically displays to allow the Shopper to rate their chat once a Customer Service chat has ended.
When an agent is using Agent Workspace, Ratings do not appear automatically at the end of a chat. When the agent closes a chat, the connection is cut off, stopping Ratings from displaying. This is why we have removed Ratings from appearing automatically after a chat has ended.
Customer Service Agents can still surface Ratings to Shoppers manually, after or during a chat.
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