One-time installation requirements for each new agent PC:

1. Search for the Five9 Plus Adapter for Zendesk in the Zendesk Marketplace and install.
2. Once installed please choose the Five9 datacenter associated to your account (COM/EU). Your administrator should have this information.

Once the Five9 Plus Adapter is installed on the agent's PC:

1. Log into Zendesk.
2. Click on the phone app in the upper right corner of the screen.
3. If SSO is enabled, then NO login is required.
4. If SSO is not enabled, you will have to login with the following information:
   • Your Five9 agent username
   • Your Five9 agent password
   • Your station (obtain from Five9 admin)

We also have Zendesk email integration allowing to set up reply to reviews feature without installation in a couple of clicks! Check it out on https://appfollow.io/zendesk and try our free fully premium plan.

For new users:

1. Setup a quick registration. You need work email.
2. Install a native app "App Store and Google Play Reviews" by AppFollow.
3. Open Channel Integrations in settings & click "Add account".
4. Enter your corporate email or email from your AppFollow account in the pop up below.
5. Add the link to your app on App Store & Google Play.
6. For iTunes Connect use your email (Apple ID) & password. It is important that you have a Customer Support role at least and don’t have 2FA. Step by step guide is here: https://help.appfollow.io/integrations/reply-to-ios-reviews-with-itunes-connect-integration
7. For Google Play Console use: clientid, clientsecret & authorize in Google account. It is a must that you have access to Reply to reviews option. Step by step guide is here: https://help.appfollow.io/integrations/reply-to-android-reviews-with-google-play-console-integration
8. Setup filters according to keywords, user’s rating, word’s length. Use "Import history" if you never replied to reviews before. It will load all reviews that your app has.
9. Click "Save" & we’re done here!

If you’re thinking of changing your settings, that’s what you need to do:

1. Click settings in Zendesk menu
2. Choose Channel Integrations
3. Choose AppFollow in the list of all integrations
4. You will be redirected to the Accounts page
5. Create a new integration (for new app or new filter) or edit the current one (the data will be the same as while creating a new account)
6. Click "Save" & it is done!

Start using Zendesk app for free. Your trial will be available for 2 weeks.

Check our Help Center for the details: https://help.appfollow.io/integrations/setup-your-zendesk-app.

If you have any questions or suggestions, please contact us at help@appfollow.io.

We’re always here to help.

Happy tracking!

Pendo Zendesk Installation instructions

1. Create integration key in Pendo

Visit pendo at https://app.pendo.io/admin/integrationkeys to create an Integration within Pendo that you will use to allow all your Zendesk users to get data from Pendo

Save this key and use it to fill in the form when installing Pendo.

2. Determine how you will identify your users

Currently, Pendo requires your users to be identified by their emails addresses as this is the only identifiable values we can get from Zendesk.

By default, if you have used email addresses as the ID for your users for Pendo then we will automatically find your users. If you didn't use the email address as the ID but did pass it over as metadata to Pendo then you can specify that when you install by clicking the "Enable searching metadata for use email" checkbox and filling in the "Email Field Name" with the <metadata group>/<metadata field> value.

For example, you might use "agent/email" or "salesforce/email". You can see the existing options here: https://app.pendo.io/admin/settings (then click the Data Mappings tab).

Getting started is easy with Oomnitza: 1.) Log in to your Zendesk account 2.) Click on the Admin gear/icon in the lower left 3.) Under Apps, click Marketplace 4.) Click on IT Asset Management by Oomnitza 5.) Click Install App 6.) Enter your Oomnitza System URL (eg https://systemurl.oomnitza.com) 7.) Click Install and you're done!

Follow the prompts to install the app. You will be asked to provide two fields in order to complete the installation:

• Subdominio

• Token

To get these values, you will first need to ask support to enable the feature for you. Please email support@lessonly.com to do that. You will then need to complete the following steps:

• Login to Lessonly as an admin.

• Navigate to Settings and click on the Integrations tab.

• Under the “Zendesk Integration” section, a security token should be visible. If it is not, click on “Generate Token”.

• Copy the Subdomain and Token and paste into the mandatory fields in the Zendesk app. Please treat the token as a password - do not share it, and please regenerate it if it is ever exposed.

• Follow the remaining prompts to complete the installation.

Once installed, Lessonly can be accessed from the main Zendesk navigation.

The Zendesk user will be automatically signed into Lessonly based on the associated email address. If the email address is not present in Lessonly, a new user will be created.

Install the Download Recordings app and then set up the user settings within the app.

By default, the Download Recordings app is restricted to the administrator role. Administrators can modify the settings to allow access to the appropriate groups and roles that need access to Talk recording downloads.

This will install iorad in the Zendesk support agent interface.

To publish articles directly to Zendesk Guide:

• Go to iorad for Zendesk and click Connect
• Sign Up for an iorad account or Sign In
• Enter your Zendesk domain and authorize

The tutorial finish screen now has a Zendesk tab. Capture a solution article, select the location (Zendesk category/section), click Publish and you’re done!

For more information go here.

You must have a Zendesk and Segment account before getting started. Every Segment account starts with a 14 day free trial!

Integraciones

Primeros pasos

If you are interested in using the Integrations product and sending data to Zendesk, please sign up for Segment here.

Sources

Getting started

If you are interested in using the Sources product and sending Zendesk data to your data warehouse, please sign up for Segment here.

To install and set up Zendesk for Segment:

1. Log in to your Segment [account]https://segment.com/sources/zendesk).
2. Navigate to the Sources Catalog and click Zendesk
3. Choose a name and SQL Schema name
4. Enter your Zendesk subdomain and click Authorize
5. Your Zendesk data will begin syncing to your warehouse!

If you have any questions, please reach out to Segment at friends@segment.com.

App requirements

This app can be connected to any Zendesk Sell account, regardless of subscription. You’ll need to have admin privileges in Sell to complete app installation. This app will allow you to see Sell sales information within Support as well as ‘notify sales’ from any ticket.

Completing installation

• After installing the app in your Zendesk account, navigate to any ticket view to see the app.
• Click “Connect to Sell”. If you’re not yet logged in to Sell, you will be asked to do so. Make sure to log in using an admin account.
• Click “Connect” in Sell. This will complete the app installation process.
• Reload your Zendesk ticket view. You should now see contact information from Sell directly in Support.

For additional info refer to support article.

See Zendesk Tickets In Sell

Tighten the bond between support and sales by syncing Zendesk tickets into Sell. This is an additional integration that can be enabled from Sell settings. Click here for more information.