Zendesk Extended For Magento
|Zendesk Extended For Magento is an extension enabling professional integration between Magento and Zendesk.|
The extension will let you automatically create Zendesk accounts, view and manage tickets as well as perform bulk actions on users and tickets.
- Customer Panel Features:
|✔ Open New Ticket|
|✔ Add Several Attachments To Each Ticket Message|
|✔ Add Reply To Tickets|
|✔ View Tickets|
|✔ View Tickets Statistics|
- Admin Panel Features:
|✔ View Full Tickets List|
|✔ Manage Tickets - Reply, Add Note, Modify Settings, View Logs|
|✔ Perform Mass Action On Tickets - Delete And Change Status|
|✔ Display All Selected Customer Tickets On Their Page|
|✔ Create Zendesk End-User Accounts For Your Customers Automatically|
|✔ View Full Users List|
|✔ Add New Admin User Account|
|✔ Use Default Or Custom Admin Account|
|✔ Define Custom Signature For Each Admin|
|✔ Enable/Disable Possibility To Add Attachments To Tickets|
|✔ Export Tickets Overview - CSV And XML|
|✔ Define Cache Lifetime - With The Ability To Disable Cache|
- General Info:
|✔ Supports Multiple Attachments In Single Ticket Message|
|✔ Supports Ticket Tags|
|✔ Connection Test And Admin Validation|
|✔ Open Support Ticket Directly From Extension|
|✔ Integrated With ModulesGarden Base For Magento (read more)|
|✔ Multi-Language Support|
|✔ Supports Magento 184.108.40.206 and Later|
|This tutorial will show you how to successfully install Zendesk Extended For Magento. |
We will guide you step by step through the whole installation and configuration process.
|1. Log in to your client area and download Zendesk Extended For Magento.|
|2. Upload and extract the extension into the main Magento directory.|
Files in your Magento directory should look like this.
|3. When you install Zendesk Extended For Magento for the first time you have to rename 'license_RENAME.php' file.|
File is located in '/app/code/community/Modulesgarden/Zendesk/license_RENAME.php' . Rename it from 'license_RENAME.php' to 'license.php' .
|4. In order to configure your license key, you have to edit a previously renamed 'license.php' file.|
Enter your license key between quotation marks as presented on the following screen. You can find your license key at your client area → 'My Products' .
|5. Now, log in to Magento and go to 'System' → 'Configuration' .|
Afterwards, press 'Zendesk Extended' under 'ModulesGarden' section.
|6. Click on 'General' section and fill in 'Subdomain' , 'Username' and 'Token' fields with your connection details. Next, press 'Save Config' .|
Note: 'Subdomain' is a subdomain used by your Zendesk server.
|7. You can also check whether the connection details provided by you are correct, press 'Check Connection' to do so.|
|8. You have just successfully installed Zendesk Extended For Magento!|
Configuration and Management
|Zendesk Extended For Magento will help you gain profits from the usage of Zendesk support platform in your own Magento system.|
|Let's start by showing you the other configuration possibilities of our extension.|
|In the 'General' section you can set up access details to your Zendesk server.|
It was explained in the installation section of this documentation.
|Use 'Admin Backend' to set up ticket sort order at the admin area.|
|'Customer Frontend' lets you enable/disable attachments at the tickets, as well as define the default sort order of tickets at the client area.|
| 'Lifetime' variable at the 'Cache' section allows you to define how often changes should be synchronized with Zendesk server.|
Any changes made in your Magento result in clearing cache and doing a new synchronization.
Settings - Zendesk Account Per Admin
|Our extension allows your staff to use multiple accounts on a Zendesk server.|
To set up an account for currently logged in admin, proceed to 'Zendesk' → 'Settings' .
|New fields shows up, fill them in with access details to your Zendesk user admin account.|
Additionally, using 'Signatures' text area you can define a signature added to your replies.
| 'Users' page allows you to view the list of users, which contains both admins and end users.|
As you can see on the following screen, you can find information about each of your users and even search specific ones using filters.
|You can easily proceed to the tickets of a specific user.|
Simply, press the name as shown below.
Add A New User
|In order to add a new user, press 'Add User' button.|
|Next, fill in user details and decide what type of account it should be.|
You can even add tags and notes to the account, press 'Save' to confirm creation of the account.
|Tickets and their details can be viewed at the 'Tickets' page of our extension.|
You can search for a specific ticket using filters.
|You can also export the tickets overview to CSV and Excel XML files (attachments and ticket messages will not be exported).|
Simply, select desired format from 'Export to' dropdown menu and press 'Export' .
|In order to view a specific ticket, find it on the list of tickets and click on it.|
|You will be moved to the ticket page.|
As you can see, here you can view a full conversation and add a new reply.
|At 'Add Note' page you can view previously created notes and add a new one.|
|To view the other tickets of the client, proceed to 'Other Tickets' page.|
|You can even change ticket's details at 'Options' page.|
Here you are able to switch ticket's department, subject, priority and status. You can even add a tag to the ticket.
|All replies are logged, to view the full log, move to the 'Log' tab.|
|In order to go back to the list of tickets, press 'Back To Tickets' .|
Front-End - Client Area
|Your customers can profit from the integration with Zendesk right away!|
Let's log into a client's account and press 'My Tickets' in order to proceed to the ticket dashboard.
|As you can see on the following screen, here you can access the list of previously created tickets and ticket's statistics.|
Now, open a new ticket through pressing 'Open Ticket' .
|Fill in ticket's subject, its message, type of the ticket and its priority.|
Optionally, you can add an attachment (if admin allows it). Send the ticket through pressing 'Submit' .
|Now, let's take a look at the ticket itself, where some conversation with administration was already made.|
Note: If you attach an image file, pressing on it will result in opening it in a new tab of your browser.
|1. Attachments are saved in the 'your_magento\media' , therefore make sure you set it as writeable.|
|2. If you use one Zendesk server with multiple Magento platforms, your client's tickets will be available throughout all the platforms.|
|3. You can easily open a ticket and ask us about your extension.|
Simply, go to your extension → 'Open Support Ticket' page, fill in form and press Open Support Ticket' button.
|1. When you have problems with connection, check whether your SELinux or firewall does not block ports.|
|2. Error 'The page you requested was not found, and we have a fine guess why.' encountered while choosing 'Shipping method' condition.|
Reason: This is related to Magento bug with missing DHL configuration variables.
|3. In case of any problems with the extension, that were not mentioned in this article, proceed to Common Problems With Magento Extensions article.|