Zendesk

With Zendesk connected, every handoff opens a ticket for your team. The agent can also tell customers where their tickets stand and open a ticket when they ask.

Connect

With the sign-in button: enter your Zendesk subdomain (the first part of yourcompany.zendesk.com), click Continue to Zendesk and approve Fluxy on Zendesk’s own screen. It can read and open tickets and find customers; nothing else.

With an API token:

1. In Zendesk, open Admin Center → Apps and integrations → APIs → API tokens and create a token.
2. In the console go to Settings → Integrations → Zendesk.
3. Fill in Zendesk subdomain, Agent email (the agent the token belongs to) and API token, and save.

We ask Zendesk who that is before saving.

Note

Zendesk is retiring API tokens. If Continue to Zendesk is shown, use it.

Handoffs in Zendesk

Open a Zendesk ticket on every handoff is on by default. When it is on:

• The ticket is addressed to the customer when the channel knows their email or WhatsApp number. On other channels it is opened in the name of the connected agent.
• The last messages and a link back to the conversation go in an internal note, so the transcript is not emailed to the customer.
• A second handoff in the same conversation adds a note to the open ticket instead of opening a new one.

Turn it off and handoffs go to Slack and email only. The agent can still check and open tickets.

Ticket status

The agent lists a customer’s recent tickets only for the identity the channel has confirmed — the sender’s address on email, the phone number on WhatsApp. Otherwise the customer gives the ticket number and the email on that ticket; if they do not match, the agent does not say whether the ticket exists.

The agent asks before opening a ticket.

Disconnecting revokes a Connect-button connection in Zendesk. An API token is deleted on our side only; revoke it in Zendesk if you no longer use it.