Zendesk Extended For Magento

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About 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.
Your customers will be able to create, answer and control tickets directly in the customer account dashboard.

  • 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 1.7.0.2 and Later

Installation

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.

Installation

1. Log in to your client area and download Zendesk Extended For Magento.
ZEM 1.png
2. Upload and extract the extension into the main Magento directory.

Files in your Magento directory should look like this.

ZEM 2.png
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' .

ZEM 3.png
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' .

ZEM 4.png

Configuration

5. Now, log in to Magento and go to 'System' 'Configuration' .

Afterwards, press 'Zendesk Extended' under 'ModulesGarden' section.

ZEM 5.png
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.
For example, as shown on the following screen, a full URL to Zendesk server is 'https://modulesgarden.zendesk.com' .

ZEM 6.png
7. You can also check whether the connection details provided by you are correct, press 'Check Connection' to do so.
ZEM 7.png
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.

Configuration

Let's start by showing you the other configuration possibilities of our extension.

General

In the 'General' section you can set up access details to your Zendesk server.

It was explained in the installation section of this documentation.

ZEM 8.png

Admin Back-End

Use 'Admin Backend' to set up ticket sort order at the admin area.
ZEM 9.png

Customer Front-End

'Customer Frontend' lets you enable/disable attachments at the tickets, as well as define the default sort order of tickets at the client area.
ZEM 10.png

Cache

'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.

ZEM 11.png

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' .
Now, select 'No' from 'Use Global Settings' , otherwise your admin will be using a default account on a Zendesk server.

ZEM 12.png
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.
Confirm through pressing 'Save' .

ZEM 13.png

Users

'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.
Additionally, you can edit and remove each account using buttons at the 'Action' column.

ZEM 14.png
You can easily proceed to the tickets of a specific user.

Simply, press the name as shown below.

ZEM 15.png

Add A New User

In order to add a new user, press 'Add User' button.
ZEM 16.png
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.
Note: Zendesk end-user account is automatically created for the client who does not have one.

ZEM 17.png

Tickets

Tickets and their details can be viewed at the 'Tickets' page of our extension.

You can search for a specific ticket using filters.

ZEM 18.png
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' .

ZEM 19.png

Ticket Overview

In order to view a specific ticket, find it on the list of tickets and click on it.
ZEM 20.png
You will be moved to the ticket page.

As you can see, here you can view a full conversation and add a new reply.
Using a sidebar you can easily switch between tabs.

ZEM 21.png
At 'Add Note' page you can view previously created notes and add a new one.
ZEM 22.png
To view the other tickets of the client, proceed to 'Other Tickets' page.
ZEM 23.png
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.
Note: Zendesk server does not allow to reopen a previously closed tickets, so think twice before closing any.

ZEM 24.png
All replies are logged, to view the full log, move to the 'Log' tab.
ZEM 25.png
In order to go back to the list of tickets, press 'Back To Tickets' .
ZEM 25 1.png

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.

ZEM 26.png
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' .

ZEM 27.png
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' .

ZEM 28.png
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.

ZEM 29.png

Tips

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.

ZEM 30.png

Common Problems

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.
Solution: To solve this please go to 'System' 'Configuration' 'Shipping methods' 'DHL' and save the configuration.

3. In case of any problems with the extension, that were not mentioned in this article, proceed to Common Problems With Magento Extensions article.
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Zendesk Extended For Magento