Team Blog

Our customers are saying that we already have a deep integration with Zendesk, but today we are happy to release an even tighter integration:

Now every time that one of your Zendesk contact starts a live chat from your website, SnapAbug automatically retrieves up to date contact information from your Zendesk help desk.

Your customers will love the personal touch when you call them by their real name or remember the last time they contacted your help desk. And it will also be easier for your agents to retrieve previous tickets.

See our updated Zendesk integration page for more details.

And as always, let us know how we can make SnapABug better for you.

It is now possible to assign Zendesk tag values while in a chat.
Imaging that you are chatting with one of your website visitor and you want to flag this specific request as a lead in Zendesk for later follow-up. You can now type “/tag = lead” in your preferred instant messaging client and the Zendesk ticket will automatically be tagged with the “lead” keyword.
Now if you couple this capability with Zendesk custom Triggers, you get a very flexible system…

Here is the generic documentation:

To assign Zendesk tags during a chat, support agents can type: /tag = {tagValues}.
e.g.: /tag = sales, or to assign multiple tags at once: /tag = tag1 tag2 tag3
The tag assignment command can be used multiple times during the same chat session.

And a bonus:

We’ve also added the ability to send arbitrary data to Zendesk the same way. Simply substitute tag by any other word you want and it will be added to the ticket message (Zendesk can have rules setup based on the ticket content).
e.g.: /SnapABug = awesome

Enjoy,
and please keep letting us know how we can make SnapABug better for you!

Several SnapABug for Salesforce users asked us for the ability to manually update leads and contacts information while chatting with website visitors.

While the ability to automatically map any SnapABug data to a Salesforce standard or custom field is very useful, sometime the information is not available before starting the chat. In this case, while on the phone (using the “Call Me” button) or in a chat, you can directly record important information provided by your visitor, to his profile by using one of the commands bellow. Simply provide the data you want to record after the ‘=’ (equal) sign and SnapABug will assign it to the Lead or Contact it will create for you in Salesforce CRM.

example:
/phone = (555) 444-6666
/name = first last

Please let us know if we overlooked a field that is important for you, and will be glad to add it.

Cheers,

Now your sales team can automatically grab your online visitors attention with an actual chat window connected to a real person.

This feature is especially useful to assist users stuck on a signup or checkout page for too long. Instead of just popping up a “chat with me” badge, SnapABug proactive chat automatically greets the visitor with a message in the name of an agent currently online. This personal message shows to your visitor that you care and are here to help them.
It is also a great way to explain your service to new visitors and ultimately convert them into customers.

Simply log in your SnapABug configurator to enable proactive chat:

Feel free to use it to help lingering visitor, but as Chris Cameron said on his ReadWriteStart blog post:

Don’t be “Clippy”

You asked us for a way to easily see who is online and who is offline and we just added this capability to the configurator.
Simply go to the “Chat” tab and a green dot will be next to online users, while offline users get a grey dot. Easy!

In this new video, learn more about SnapABug online and offline support solution.