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!

ZenDesk is a help desk platform that simplies the customer support management process for both the enterprise and the customer.

Using SnapABug with Zendesk, you can now receive the remote screenshot and detailed information captured by SnapABug in your Zendesk support requests directly and help your customers faster.

Here is how a support request generated by SnapABug looks like in Zendesk:

Configuring SnapABug for Zendesk:

1. Sign Up at http://snapabug.com

2. Define how you want the button to look like, grab the javascript code from the configurator and place it on your website

3. In the “configuration” tab, select the action “create a Zendesk support request”


That’s it. You are all set to start seeing what you visitors are seeing from Zendesk.