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Zendesk For WHMCS

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=About [http://www.modulesgarden.com/products/whmcs/zendesk/features Zendesk For WHMCS]=
 
=About [http://www.modulesgarden.com/products/whmcs/zendesk/features Zendesk For WHMCS]=
 
{|
 
{|
−
|style="padding: 10px 0px 10px 0px;"|'''Zendesk For WHMCS''' allows your customers to use a complex support system solution in your own WHMCS.<br />
+
|style="padding: 10px 0px 10px 0px;"|'''Zendesk For WHMCS''' replaces the standard WHMCS support system with the complex choice of Zendesk tools.<br />  
−
With our module your clients will be able to manage Zendesk tickets as if they were a part of your system.<br />
+
The module will enrich your client area with various extra features, allowing customers to e.g. fill in Zendesk ticket fields and use emojis.<br />
−
This product replaces a standard WHMCS client area support system with Zendesk, allowing you to easily manage all the tickets.
+
At the same time, you and your staff members will be free to monitor and manage every ticket created in WHMCS straight from within the Zendesk admin area.
 
|}
 
|}
 
<!-- fixed -->
 
<!-- fixed -->
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|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 0px 30px;"|✔ Fill Out Zendesk Ticket Fields
+
|style="padding: 0px 0px 0px 30px;"|✔ Fill In Zendesk Ticket Fields
 +
|}
 +
{|
 +
|style="padding: 0px 0px 0px 30px;"|✔ Select Related Service
 
|}
 
|}
 
{|
 
{|
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|}
 
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{|
 
{|
−
|style="padding: 0px 0px 0px 30px;"|✔ Toggle SSL Verification
+
|style="padding: 0px 0px 0px 30px;"|✔ Toggle SSL Connection
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 0px 30px;"|✔ Define Available Support Departments
+
|style="padding: 0px 0px 0px 30px;"|✔ Choose Available Support Departments  
 +
|}
 +
{|
 +
|style="padding: 0px 0px 0px 30px;"|✔ Choose Default Department For Exported Tickets
 +
|}
 +
{|
 +
|style="padding: 0px 0px 0px 30px;"|✔ Define Client Service Field
 
|}
 
|}
 
{|
 
{|
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|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 0px 30px;"|✔ Define Module Behavior
+
|style="padding: 0px 0px 0px 30px;"|✔ Check Status Of Exported Clients
 +
|}
 +
{|
 +
|style="padding: 0px 0px 0px 30px;"|✔ Define Module Behavior:
 +
|}
 +
{|
 +
|style="padding: 0px 0px 0px 45px;"|✔ Show Solved Tickets
 +
|}
 +
{|
 +
|style="padding: 0px 0px 0px 45px;"|✔ Define Order Of Replies
 +
|}
 +
{|
 +
|style="padding: 0px 0px 0px 45px;"|✔ Allow Shared Login Redirection
 +
|}
 +
{|
 +
|style="padding: 0px 0px 0px 45px;"|✔ Update Client Credentials
 +
|}
 +
{|
 +
|style="padding: 0px 0px 0px 30px;"|✔ Define Ticket Status Colors
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 10px 30px;"|✔ Define Ticket Status Colors
+
|style="padding: 0px 0px 10px 30px;"|✔ View Logs
 
|}
 
|}
 
*'''Integration Features:'''
 
*'''Integration Features:'''
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|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 10px 30px;"|✔ Convert Markdowns To HTML
+
|style="padding: 0px 0px 10px 30px;"|✔ Convert Markdowns To HTML And Emojis
 
|}
 
|}
 
*'''General Info:'''
 
*'''General Info:'''
 
{|
 
{|
−
|style="padding: 10px 0px 0px 30px;"|✔ Custom Templates Support
+
|style="padding: 10px 0px 0px 30px;"|✔ Supports Zendesk Multibrand Feature
 +
|}
 +
{|
 +
|style="padding: 0px 0px 0px 30px;"|✔ Supports Zendesk Emoji - Artworks Provided By [https://www.emojione.com/ EmojiOne]
 +
|}
 +
{|
 +
|style="padding: 0px 0px 0px 30px;"|✔ Custom Templates Support
 
|}
 
|}
 
{|
 
{|
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|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 0px 30px;"|✔ Supports WHMCS Templates Five and Six
+
|style="padding: 0px 0px 0px 30px;"|✔ Supports WHMCS Template Six
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 30px 30px;"|✔ Supports WHMCS V6 and V7
+
|style="padding: 0px 0px 30px 30px;"|✔ Supports WHMCS V7
 
|}
 
|}
  
 
=Installation and Configuration=
 
=Installation and Configuration=
 
{|
 
{|
−
|style="padding: 10px 0px 0px 0px;"|'''This tutorial will show you how to successfully install and configure Zendesk For WHMCS.''' <br />
+
|style="padding: 10px 0px 30px 0px;"|'''This tutorial will show you how to successfully install and configure Zendesk For WHMCS.''' <br />
 
We will guide you step by step through the whole installation and configuration process.  
 
We will guide you step by step through the whole installation and configuration process.  
 
|}
 
|}
 
==Installation==
 
==Installation==
 
{|
 
{|
−
|style="padding: 10px 0px 20px 15px;"|'''1. Log in to your client area and download Zendesk For WHMCS.'''
+
|style="padding: 10px 0px 20px 15px;"|'''1. Log in to our client area and download Zendesk For WHMCS.'''
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z1.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD1.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|'''2. In the downloaded file you will find two packages that support different PHP versions.'''<br/>As presented on the screen below, the first one is dedicated to PHP 7, while the second one is aimed at PHP 5.4 up to PHP 5.6.<br/>It does not apply to open source versions.<br/>
+
|style="padding: 0px 0px 15px 15px;"|'''2. Extract the downloaded file into the main WHMCS directory.'''<br />
−
'' '''Note''': You can check current PHP version in your WHMCS. To do so proceed to ''' 'Utilities' → 'System' → 'PHP Info'.'''
+
The content of the package should look like this.  
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_2.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD2.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|'''3. Extract the downloaded file and choose the one with the right PHP version. Upload and extract the PHP file into the main WHMCS directory.'''<br />
+
|style="padding: 0px 0px 15px 15px;"|'''3. When you install Zendesk For WHMCS for the first time you have to rename '' 'license_RENAME.php' '' file.'''<br />
−
The content of PHP version files should look like this.  
+
The file is located in '' 'modules/addons/Zendesk/license_RENAME.php'.'' Rename it from '' 'license_RENAME.php' '' to '' 'license.php'. ''
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_2_1.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD3.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|'''4. When you install Zendesk For WHMCS for the first time you have to rename '' 'license_RENAME.php' '' file.'''<br />
+
|style="padding: 0px 0px 15px 15px;"|'''4. In order to configure your license key, you have to edit the previously renamed '' 'license.php' file. '' '''<br />
−
File is located in '' 'modules/addons/Zendesk/license_RENAME.php'.'' Rename it from '' 'license_RENAME.php' '' to '' 'license.php'. ''
+
Enter your license key between quotation marks as presented on the following screen. You can find your license key in our client area → '' 'My Products'. ''  
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_3.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD4.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|'''5. In order to configure your license key, you have to edit the previously renamed '' 'license.php' file. '' '''<br />
+
|style="padding: 0px 0px 15px 15px;"|'''5. Now, set up the '' 'storage' '' folder as recursively writable.'''<br />
−
Enter your license key between quotation marks as presented on the following screen. You can find your license key in your client area → '' 'My Products'. ''  
+
This folder is available at '' 'your_whmcs/modules/addons/Zendesk/' ''.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 30px 25px;"|[[File:Z2_4.png]]
+
|style="padding: 0px 0px 30px 25px;"|[[File:ZD5.png]]
 
|}
 
|}
  
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|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_5.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD6.png]]
 
|}
 
|}
 
{|
 
{|
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|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_6.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD7.png]]
 
|}
 
|}
 
{|
 
{|
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==Configuration==
 
==Configuration==
 
{|
 
{|
−
|style="padding: 20px 0px 20px 15px;"|'''Now you have to configure your newly installed module.'''<br/>
+
|style="padding: 20px 0px 30px 15px;"|'''Now you have to configure your newly installed module.'''<br/>
 
Before we proceed to the configuration itself, you have to generate your API details to connect with your Zendesk account.
 
Before we proceed to the configuration itself, you have to generate your API details to connect with your Zendesk account.
 
|}
 
|}
 
===API Connection===
 
===API Connection===
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|Firstly, log in to your Zendesk admin area in order to enable API access.<br />
+
|style="padding: 0px 0px 20px 15px;"|Firstly, log in to your Zendesk admin area in order to enable API access.<br />
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_8.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD8.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|Go to '' 'Admin' '' → '' 'Channels:' '' '' 'API'. '' There, in '' 'Settings' '' section find '' 'Token Access' ''  and enable it.<br />
+
|style="padding: 0px 0px 15px 15px;"|Go to '' 'Admin' '' → '' 'Channels:' '' '' 'API'. '' There, in the '' 'Settings' '' section find '' 'Token Access' ''  and enable it.<br />
−
Add a new token or use an existing one. Copy an active API token.<br/>
+
Add a new token or use an existing one if you already created it.<br/>
−
'''IMPORTANT:''' Copy and keep your API token in a safe place. You will need it in a moment to complete the configuration of the module.
+
 
 +
'' '''Important:''' Make sure to copy and store this token. It won't be shown again after you click 'Save' or leave this page.<br/>You will also need it in a moment to complete the configuration of the module.''
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_9.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD9.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|Now go to '' 'Settings' ''  → '' 'Security' '' section and enable '' 'Single-Sign On'. ''<br />
+
|style="padding: 0px 0px 15px 15px;"|Now go to '' 'Settings' ''  → '' 'Security' '' section where you can enable '' 'Single-Sign On'. '' The action is '''optional'''.<br />
−
Here you can also check your remote login URL and remote logout URL.<br/> Don't forget to press '' 'Save tab', '' you will find at the bottom of the page.<br />
+
'' '''Note:''' Thanks to this feature, when clients go to the ticket URL that leads directly to the Zendesk panel (e.g. from the Zendesk email notification), they will be redirected first to your WHMCS,<br/>and after logging in, they will be again redirected and automatically logged into the Zendesk panel to view the ticket.''<br />
−
Scroll down to the bottom of the page and find '' 'Shared Secret' '' section. Press '' 'Regenerate' '' to get a new shared secret token or use an existing one.<br/>
+
  
 +
Here you can also add your remote login URL and remote logout URL. They should lead to '' 'loginshare_jsonwt.php' '' file located in '' 'yourWHMCS/modules/support/Zendesk/' '' directory. For example:<br/>
 +
<pre>
 +
https://yourWHMCS.com/modules/support/Zendesk/loginshare_jsonwt.php
 +
</pre>
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_10.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD10.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|Copy and keep your '' 'shared secret' '' in a safe place. We will need it in the next step.<br />
+
|style="padding: 0px 0px 20px 15px;"|Next, scroll down to the bottom of the page and find '' 'Shared Secret' '' section. Press '' 'Regenerate' '' to get a new shared secret token or use an existing one.<br/>
−
''Note that Shared secret is not required for Zendesk module to work itself. It is needed for SSO only.''
+
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_12.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD11.png]]
 +
|}
 +
{|
 +
|style="padding: 0px 0px 15px 15px;"|Copy and keep your '' 'Shared Secret' '' in a safe place. You will need it in the next step.<br />
 +
'' '''Note:''' The 'Shared Secret' is '''not required''' for Zendesk module to work itself. It is needed for SSO only.''
 +
|}
 +
{|
 +
|style="padding: 0px 0px 20px 25px;"|[[File:ZD12.png]]
 +
|}
 +
{|
 +
|style="padding: 0px 0px 30px 15px;"|Don't forget to press '' 'Save' '' button, you will find it at the bottom of the page.
 
|}
 
|}
  
−
===Server Configuration===
+
===Server Settings===
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|Now, that you have safely stored API and Shared Secret tokens, you may move to the second part of configuration process.<br/>
+
|style="padding: 0px 0px 15px 15px;"|Now, that you have safely stored API and Shared Secret tokens, you may move to the second part of the configuration process.<br/>
−
Proceed to '' 'Addons' → 'Zendesk' → 'Server Configuration', '' here you have to enter any data required to connect your WHMCS with Zendesk server.<br/><br/>
+
Proceed to '' 'Addons' → 'Zendesk' → 'Server Settings', '' this is where you have to enter any data required to connect your WHMCS with the Zendesk server.
−
''Note! If you have used previous versions of our product, you have to copy the tokens from your 'configuration.php' file into the addon to do the update.''
+
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_13.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD13.png]]
 
|}
 
|}
 
{|
 
{|
 
|style="padding: 0px 0px 15px 15px;"|Enter your Zendesk details:
 
|style="padding: 0px 0px 15px 15px;"|Enter your Zendesk details:
−
*'''Account Name''' - this is your subdomain e.g. in ''<nowiki>https://modulesgarden.zendesk.com</nowiki>'' your account name will be ''modulesgarden''
+
*'''Account Name''' - this is the name part of your Zendesk subdomain. E.g. in ''<nowiki>https://modulesgarden.zendesk.com</nowiki>'' your account name will be ''modulesgarden''
−
*'''Admin Username''' - administrator's email used to log into your Zendesk account
+
*'''Administrator Email''' - the administrator's email used to log in to your Zendesk account
−
*'''API Token''' - API key generated in the previous steps
+
*'''API Token''' - the API key generated in the previous steps
−
*'''Shared Secret Token''' - Shared Secret key generated in the previous steps
+
*'''Shared Secret Token''' - the key generated in the previous steps used for SSO
−
*'''Enable SSL Connection''' - check this box if you want to turn on SSL certificate verification
+
*'''SSL Connection''' - enable this option to use the secured connection with the Zendesk API
−
*'''Brand''' - if you have [https://support.zendesk.com/hc/en-us/articles/204108983 Zendesk Multibrand] feature enabled on your account you can choose a brand here
+
Save changes first, and then test the connection, to ensure that all credentials are correct.
−
Finally, test connection, if it is successful save the changes.
+
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_14.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD14.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|Finally, move to '' 'Setup' → 'General Settings' → 'Support'.<br/>
+
|style="padding: 0px 0px 15px 15px;"|Next, move to '' 'Setup' → 'General Settings' → 'Support'.<br/>
−
There choose '' 'Zendesk' '' support module form dropdown menu. Save changes.<br/>
+
Choose '' 'Zendesk' '' support module form a dropdown menu and save changes afterwards.<br/>
−
''From now on, your clients will see Zendesk tickets and departments (not WHMCS).''
+
'' '''Note:''' From now on, your clients will see Zendesk tickets and departments (not the ones of WHMCS).''
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_6_1.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD15.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 30px 15px;"|'''Good job! Now your WHMCS is connected with Zendesk support system'''.
+
|style="padding: 0px 0px 30px 15px;"|'''Good job! Now your WHMCS is connected with the Zendesk support system'''.
 
|}
 
|}
  
 
=Management=
 
=Management=
 
{|
 
{|
−
|style="padding: 10px 0px 30px 15px;"|'''Once Zendesk For WHMCS is installed and connection configured, you can create/update your ticket departments and begin using it.'''<br />
+
|style="padding: 10px 0px 30px 15px;"|'''Once Zendesk For WHMCS is installed and the connection configured, you can either create or update your ticket departments and start using them.'''<br />
−
Each ticket department you create in Zendesk will be available for your customers in WHMCS client area.
+
Each ticket department you create in Zendesk will be available for your customers in the WHMCS client area.
 
|}
 
|}
 
==Settings==
 
==Settings==
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{|
 
{|
 
|style="padding: 10px 0px 15px 15px;"|Before you start your actual work on support tickets with Zendesk For WHMCS, move again to '' 'Addons' → 'Zendesk' → 'Ticket Settings'. ''<br/>
 
|style="padding: 10px 0px 15px 15px;"|Before you start your actual work on support tickets with Zendesk For WHMCS, move again to '' 'Addons' → 'Zendesk' → 'Ticket Settings'. ''<br/>
−
This section of the addon allows easy and comfortable management of the way tickets are displayed in your client area, their visibility, sorting etc.
+
This section of the addon allows the easy and comfortable management of the form in which tickets are displayed in your client area, their visibility, sorting properties, etc.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_15.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD16.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 15px;"|In the first box ''''' 'Options', ''''' you may enable some basic settings that will be applied to tickets view in the client area.<br/> Let's now discuss their functionality in details:
+
|style="padding: 0px 0px 15px 15px;"|In the first box ''''' 'Options', ''''' you can enable several basic settings that will be applied to the tickets view in the client area.<br/> Let's now discuss their functionality in details:
−
*Show Solved Tickets - if you enable this option, all tickets no matter what status they have will be displayed on the list of the latest tickets (e.g. open/new/solved/closed tickets etc.);
+
*'''Default Department''' - choose the Zendesk department that will be selected by default for exported tickets
−
*Shared Login Redirection - if enabled, user is redirected to Zendesk panel after successful shared login
+
*'''Allowed Departments''' - select which of your Zendesk departments shall be available for your WHMCS clients
−
*Update Client Credentials - if client's email is updated in WHMCS, it's updated in Zendesk accordingly ''(name is also updated but only if email is changed)''
+
*'''Show Solved Tickets''' - if you enable this option, all tickets, no matter what status they have, will be displayed on the list of the latest tickets (e.g. open/new/solved/closed tickets, etc.);
−
*Replies Descending Order - enable this option and ticket replies will be sorted by date in descending order when viewing a ticket
+
*'''Replies Descending Order''' - enable this option to make ticket replies sorted by date in descending order when viewing a ticket
−
*Template Name - if you decide to change your current template in your WHMCS, then change it here as well. Your custom templates are also available.
+
*'''Shared Login Redirection''' - if enabled, the user is redirected to the Zendesk panel after successfully shared login
−
*Allowed Departments - select which of your departments from Zendesk shall be available in WHMCS ticket system
+
*'''Brand''' - if you have [https://support.zendesk.com/hc/en-us/articles/204108983 Zendesk Multibrand] feature enabled on your account you can choose a brand here
 +
*'''Template Name''' - Change only if you want to use a custom template.<br/>Custom template files should be placed in the '' '/modules/addons/Zendesk/templates/client/default/pages/submodule/yourCustomTemplateName' '' directory
 +
*'''Client Services''' - choose the field (created in Zendesk) responsible for displaying all customer products and domains (click [https://www.docs.modulesgarden.com/Zendesk_For_WHMCS#Service_Field here] for more information)
 +
*'''Update Client Credentials''' - if the client's email is updated in WHMCS, it is updated in Zendesk accordingly ''(note that the name is also updated, but only if the email is changed)''
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_16.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD17.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 15px;"|Next to the '' 'Options' '' box you will find a box where you can assign some colors to a specific ticket status.<br/>
+
|style="padding: 0px 0px 15px 15px;"|Below the '' 'Options' '' box you will find a box where you can assign colors to a specific ticket status.<br/>
−
Click on the field to choose a color from the palette or type in the number of the color you like.<br/>
+
Click on the field to choose a color from the palette or type in the number of the color you like.<br/><br/>
−
Tickets of each status will be marked with selected colors on homepage.<br/><br/>
+
Remember to save the changes if you modify the ticket settings in any way.
−
Remember to save the changes if you make any changes in ticket settings.  
+
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_17.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD18.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 15px;"|Tickets of each status are now marked with selected colors on homepage.
+
|style="padding: 0px 0px 20px 15px;"|Tickets will be now marked with selected colors on the homepage according to the status they have.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_18.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD19.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|Below the '' 'Status Color' '' you will find a box where you can define what the default department for exported tickets will be.<br/>
+
|style="padding: 0px 0px 20px 15px;"|The color settings will be also viewable on your main tickets list.
−
You can choose from your existing Zendesk departments.<br/><br/>
+
−
Remember to click '' 'Save Changes' '' button before you move to another section.  
+
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 30px 25px;"|[[File:Z27.png]]
+
|style="padding: 0px 0px 30px 25px;"|[[File:ZD20.png]]
 
|}
 
|}
  
−
===Zendesk===
+
===Ticket Fields===
 +
{|
 +
|style="padding: 10px 0px 15px 15px;"|You can also manage ticket fields that are available in WHMCS on a new ticket form, directly in Zendesk.<br />
 +
Move to '' 'Zendesk' → 'Admin' → 'Manage' → 'Ticket Fields'. '' On this site, you can activate, deactivate or edit any system and custom fields or add new ones. <br />
 +
For test purposes, we activated and adjusted the '' 'Priority' '' field according to our needs.
 +
|}
 +
{|
 +
|style="padding: 0px 0px 20px 25px;"|[[File:ZD21.png]]
 +
|}
 +
{|
 +
|style="padding: 0px 0px 15px 15px;"|As you can see on the screen below, a new field appeared in the WHMCS client area.<br/>Edit or add ticket fields to adjust the ticket form to fit your needs perfectly.
 +
|}
 +
{|
 +
|style="padding: 0px 0px 30px 25px;"|[[File:ZD22.png]]
 +
|}
 +
 
 +
===Service Field===
 +
{|
 +
|style="padding: 10px 0px 15px 15px;"|The '' 'Client Service' field allows your customers to specify the service they refer to when creating a ticket.<br />
 +
This can help your support teams more easily identify the problem with the service used by the client.<br/>
 +
Move to '' 'Zendesk' → 'Admin' → 'Manage' → 'Ticket Fields'. '' and press '' 'add custom field'. ''
 +
|}
 +
{|
 +
|style="padding: 0px 0px 20px 25px;"|[[File:ZD41.png]]
 +
|}
 +
{|
 +
|style="padding: 0px 0px 20px 15px;"|Choose the ''Text'' type to add your new ticket field.
 +
|}
 +
{|
 +
|style="padding: 0px 0px 20px 25px;"|[[File:ZD42.png]]
 +
|}
 +
{|
 +
|style="padding: 0px 0px 15px 15px;"|We will now adjust the '' 'Client Service' '' field according to our needs. First, enter the ticket field's name.<br/>
 +
Then, select '' 'Visible' '' and '' 'Editable' '' options and make sure to leave the '' 'Required' '' box unchecked to keep this field optional for the clients when they open a new ticket.
 +
|}
 +
{|
 +
|style="padding: 0px 0px 20px 25px;"|[[File:ZD43.png]]
 +
|}
 +
{|
 +
|style="padding: 0px 0px 15px 15px;"|Once you have created your new field, you can select it as '' 'Client Service' '' in the '' 'Ticket Settings' '' section of Zendesk.<br />
 +
Do not forget to save settings.
 +
|}
 +
{|
 +
|style="padding: 0px 0px 20px 25px;"|[[File:ZD44.png]]
 +
|}
 
{|
 
{|
−
|style="padding: 10px 0px 15px 15px;"|You can also manage ticket fields, that are available in WHMCS on a new ticket form, directly in Zendesk.<br />
+
|style="padding: 0px 0px 20px 15px;"|As you can see on the screen below, a new field, which may help to draw the agent's attention to a specific client's service appeared in the WHMCS client area.<br/>
−
Move to '' 'Zendesk' → 'Admin' → 'Manage' → 'Ticket Fields'. '' On this site you can activate/deactivate/edit any system and custom fields or add new ones. <br />
+
−
For test purposes we activated and adjusted '' 'Priority' '' field according to our needs.
+
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_19.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD45.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|As you can see on the screen below, a new field appeared in WHMCS client area.<br/>Edit/add ticket fields to adjust the ticket form perfectly to your needs.
+
|style="padding: 0px 0px 20px 15px;"|Next, when the agent access the ticket in the Zendesk panel, there will be information about the service selected by the client.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 30px 25px;"|[[File:Z2_20.png]]
+
|style="padding: 0px 0px 30px 25px;"|[[File:ZD54.png]]
 
|}
 
|}
  
 
==Export==
 
==Export==
 
{|
 
{|
−
|style="padding: 10px 0px 5px 15px;"|Our module allows to export data gathered in your WHMCS, more specifically, all the users and tickets generated before the installation of the product.<br/>
+
|style="padding: 10px 0px 30px 15px;"|Our module allows you to export data gathered in WHMCS, more specifically, all the users and tickets generated before the installation of the product.<br/>
−
Read the below points to learn what data can be synchronized with Zendesk and what are the possible means of such synchronizations.
+
Read the below points to learn what data can be synchronized with Zendesk and what are the possible means of such synchronization.
 
|}
 
|}
 
===Users===
 
===Users===
Line 304: Line 390:
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z19.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD23.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|Now, you can manually export all of the users available on the list or choose only some of them.<br/>Check boxes next to the users you are going to export and press '' 'Export' '' button as marked on the screen.
+
|style="padding: 0px 0px 15px 15px;"|Now, you can manually export all of the users available on the list or choose only some of them.<br/>Check boxes next to the users you are going to export and press the '' 'Export' '' button, marked with the red arrow on the screen.<br/>
 +
You can always check the status of the exported clients.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:ZN20.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD24.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|If a user has already been exported from WHMCS to Zendesk, they will no longer be visible on the list.<br/> All users newly added to WHMCS will be automatically synchronized with Zendesk unless otherwise stated in '' 'Synchronization Settings'.''<br/><br/>
+
|style="padding: 0px 0px 15px 15px;"|After confirming your choice, the selected users should be exported from WHMCS to Zendesk, their '' 'Status' '' field will become modified as well.<br/> All users newly added to WHMCS will be automatically synchronized with Zendesk.''<br/><br/>
−
After the successful export you may no longer see your users. To change the view proceed to '' 'Toggle Filters' '' to see whether the box defining the view is checked.
+
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z21.png]]
+
|style="padding: 0px 0px 30px 25px;"|[[File:ZD25.png]]
 
|}
 
|}
 +
 +
===Tickets===
 
{|
 
{|
−
|style="padding: 0px 0px 20px 15px;"|When the box is not checked, you will see the list of users that have been exported.
+
|style="padding: 10px 0px 15px 15px;"|The next option offered by our module is the export of tickets from WHMCS to Zendesk, proceed to '' 'Tickets Export'. ''<br/>You will see here a list of all tickets which exist in your WHMCS and have not been synchronized with Zendesk yet.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 30px 25px;"|[[File:Z22.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD27.png]]
 
|}
 
|}
−
 
−
===Tickets===
 
 
{|
 
{|
−
|style="padding: 10px 0px 15px 15px;"|The next option offered by our module is the export of tickets from WHMCS to Zendesk, proceed to '' 'Tickets Export'. ''<br/>If you are using Zendesk For WHMCS for the first time, you will see here a list of all tickets which exist in your WHMCS and have not been synchronized with Zendesk yet.
+
|style="padding: 0px 0px 15px 15px;"|Now, you can manually export all of the tickets available on the list or choose only some of them.<br/>Check boxes next to the tickets you are going to export and press '' 'Export' '' button as marked on the screen.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z23.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD28.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|Now, you can manually export all of the tickets available on the list or choose only some of them.<br/>Check boxes next to the tickets you are going to export and press '' 'Export' '' button as marked on the screen.
+
|style="padding: 0px 0px 20px 15px;"|Next, confirm the default department you have chosen in the '' 'Ticket Settings' '', or select one of the other available departments.
 +
|}
 +
{|
 +
|style="padding: 0px 0px 20px 25px;"|[[File:ZD29.png]]
 +
|}
 +
{|
 +
|style="padding: 0px 0px 15px 15px;"|If a ticket has already been exported from WHMCS to Zendesk, they will have a different ''Zendesk Status'' visible on the list.<br/> All tickets newly created in WHMCS will be automatically synchronized with Zendesk.''
 +
|}
 +
{|
 +
|style="padding: 0px 0px 30px 25px;"|[[File:ZD30.png]]
 +
|}
 +
==Logs==
 +
{|
 +
|style="padding: 10px 0px 15px 15px;"|All module activities are recorded in '' 'Logs' ''.<br />
 +
''Note: You might have no logs visible here if there are no logged actions yet.''
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z24.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD46.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|If a ticket has already been exported from WHMCS to Zendesk, they will no longer be visible on the list.<br/> All tickets newly created to WHMCS will be automatically synchronized with Zendesk unless otherwise stated in '' 'Synchronization Settings'.''<br/><br/>
+
|style="padding: 0px 0px 15px 15px;"|In case you no longer wish to see a particular log you can easily remove it.<br />
−
After the successful export you may no longer see your tickets. To change the view proceed to '' 'Toggle Filters' '' to see whether the box defining the view is checked.
+
Select a particular entry and click on the bin icon as presented on the screen below.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z25.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD47.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 15px;"|When the box is not checked, you will see the list of tickets that have been exported.
+
|style="padding: 0px 0px 20px 15px;"|In order to delete multiple logs at the same time you can simply take advantage of the 'Mass Remove Action'.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 30px 25px;"|[[File:Z26.png]]
+
|style="padding: 0px 0px 30px 25px;"|[[File:ZD48.png]]
 
|}
 
|}
  
 
==Support Tickets==
 
==Support Tickets==
 
{|
 
{|
−
|style="padding: 10px 0px 20px 15px;"|Move to your Client Area. There, on your homepage, is a '' 'Recent Support Tickets' '' box. <br/>
+
|style="padding: 10px 0px 15px 15px;"|Move to your client area. There, on the homepage, a '' 'Recent Support Tickets' '' box can be found. <br/>
−
You will find the latest tickets available in your system. The visible tickets are marked with colors related to their current status.
+
It presents the latest tickets available in your system. The visible tickets are marked with colors related to their current status.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_21.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD31.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 15px;"|Now, we will create a ticket message to show the flow. Just like in case of standard WHMCS support ticket, choose department,<br> then enter subject, type in the ticket message and fill out any additional ticket fields that you feel are useful and will help you get a satisfactory answer faster.<br/>Submit the ticket.
+
|style="padding: 0px 0px 15px 15px;"|Now, we will submit a ticket to show you the complete creation flow. Just like in case of a standard WHMCS support ticket, choose the department.<br/>
 +
'' '''Note:''' For convenience, if you have only one department configured, you will be moved immediately to the ticket creation view.''
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_22.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD26.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 15px;"|A new ticket, sent with Zendesk For WHMCS module, is immediately visible in Zendesk admin area.  
+
|style="padding: 0px 0px 15px 15px;"|Next, enter the subject, type in the ticket message and fill in any additional ticket fields that you feel are useful and will help you quickly receive a satisfactory answer.<br/>Submit the ticket.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_23.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD32.png]]
 +
|}
 +
{|
 +
|style="padding: 0px 0px 20px 15px;"|A new ticket, sent with Zendesk For WHMCS module, is immediately visible in the Zendesk admin area.
 +
|}
 +
{|
 +
|style="padding: 0px 0px 20px 25px;"|[[File:ZD33.png]]
 
|}
 
|}
 
{|
 
{|
Line 377: Line 484:
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2_24.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD34.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 15px;"|Client has received an answer. Note that the ticket status has been updated as well.
+
|style="padding: 0px 0px 20px 15px;"|The client has received an answer. Note that the ticket status has been updated as well.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 30px 25px;"|[[File:Z2_25.png]]
+
|style="padding: 0px 0px 30px 25px;"|[[File:ZD35.png]]
 
|}
 
|}
−
 
+
===Emoji Support===
−
<!--
+
−
=How To Update=
+
 
{|
 
{|
−
|style="padding: 20px 0px 20px 15px;"|Updating Zendesk For WHMCS to newest version is quite simple.<br />
+
|style="padding: 10px 0px 15px 15px;"|Since 2.0.0 version of the module, agents can use emojis (emoticons) without worrying that these will not be displayed to the clients in WHMCS.<br/>
−
'''1. Firstly download the newest version from your client area.'''
+
First, you need to enable support for them in your Zendesk Panel. <br/>
 +
Go to the '' 'Admin' → 'Settings' → 'Tickets' '' and tick the '' 'Enable emoji text replacement' '' option.<br/>
 +
Remember to save the settings.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z1.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD50.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|'''2. Upload and extract the module into the main WHMCS directory.'''<br />
+
|style="padding: 0px 0px 20px 15px;"|Now, your agent can insert emojis by typing an emoji code surrounded by colons (e.g. '':smile:'').
−
Files in your WHMCS directory should look like this.
+
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 25px;"|[[File:Z2.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD51.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|'''3. Copy settings from '' 'configuration.php' '' to '' 'configuration_RENAME.php' ''.'''<br />
+
|style="padding: 0px 0px 20px 15px;"|You can use a lot of diiferent emojis. Press the '' 'Preview' '' button to see how they will look like in the ticket.
−
Both files are located at '' 'your_whmcs\modules\support\zendesk' ''.<br />
+
−
Afterwards, remove '' 'configuration.php' '' file and rename '' 'configuration_RENAME.php' '' to '' 'configuration.php' ''.
+
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 30px 25px;"|[[File:Z13_1.png]]
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD52.png]]
 
|}
 
|}
−
-->
 
−
 
−
=Tips=
 
 
{|
 
{|
−
|style="padding: 10px 0px 10px 15px;"|1. If you create a custom field in Zendesk, it will also be visible in WHMCS. Custom fields need to be enabled/visible/editable_by_client.
+
|style="padding: 0px 0px 15px 15px;"|After sending the reply, the emojis will be displayed in WHMCS to your client.<br/>
 +
'' '''Note:''' Due to the licensing issues, the appearance of emoticons used in the module is slightly different from those used by Zendesk itself.<br/>Moreover, a very small part of the emojis supported by Zendesk may not be yet included in the set used in the module. <br/>Click [https://www.emojione.com/emoji/v3 here] to see the list of emojis supported by the module.''
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 10px 15px;"|2. When you add '' ' |clientservice' '' at the end of the custom field title, a select with list of products and domains will show up.
+
|style="padding: 0px 0px 20px 25px;"|[[File:ZD53.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|3. Since Zendesk does not fully support WHMCS option to reopen closed tickets, '' 'Close ticket 4 days after status is set to solved' ''<br/>option is currently the only possibility to get around it. To enable configure this option proceed to ''Zendesk → Business Rules → Automations.'' <br/>Find there the option and edit it.
+
|style="padding: 0px 0px 30px 15px;"|Your customers can also use emoji codes in WHMCS, but it is not possible to preview them before sending a ticket. <br/>
 +
The workaround for this inconvenience will be presented in the near future.
 
|}
 
|}
 +
 +
=Tips=
 
{|
 
{|
−
|style="padding: 0px 0px 20px 15px;"|[[File:Z16.png]]
+
|style="padding: 10px 0px 10px 15px;"|1. If you create a custom field in Zendesk, it will also be visible in WHMCS. Custom fields need to be enabled, visible and editable by client.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|Here you can configure the time until when tickets can be reopened by an answer from the client.<br/> Maximum possible time is now 672 hours (28 days).
+
|style="padding: 0px 0px 15px 15px;"|2. Since Zendesk does not fully support the WHMCS option to reopen closed tickets, '' 'Close ticket 4 days after status is set to solved' ''<br/>option is currently the only available one.<br/>
 +
To enable this option, proceed to ''Zendesk → Business Rules → Automations.'' <br/>Find the option and edit it.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 30px 15px;"|[[File:Z30.png]]
+
|style="padding: 0px 0px 20px 15px;"|[[File:ZD36.png]]
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|4. Attachments are managed in Zendesk, therefore if you do not enable them in Zendesk, your clients will not be allowed to add any in their tickets.<br/>
+
|style="padding: 0px 0px 15px 15px;"|Here you can configure the time period within which the tickets can be reopened by an answer from the client.<br/>
−
To enable attachments in Zendesk please move to '' 'Zendesk' → 'Settings' → 'Tickets' → 'Attachments'.'' There enable both options:<br/>
+
Extend the maximum time to your needs.
 +
|}
 +
{|
 +
|style="padding: 0px 0px 30px 15px;"|[[File:ZD37.png]]
 +
|}
 +
{|
 +
|style="padding: 0px 0px 15px 15px;"|3. Attachments are managed in Zendesk, therefore if you do not enable them in Zendesk, your clients will not be allowed to add them in the tickets.<br/>
 +
To enable attachments in Zendesk, please move to '' 'Zendesk' → 'Settings' → 'Tickets' → 'Attachments'.'' Then, enable both options:<br/>
 
*Customers can attach files
 
*Customers can attach files
 
*Require authentication to download
 
*Require authentication to download
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 15px;"|[[File:Z17.png]]
+
|style="padding: 0px 0px 20px 15px;"|[[File:ZD38.png]]
 
|}
 
|}
 +
<!-- Nie wiem co to miało wnosić do tego:
 
{|
 
{|
−
|style="padding: 0px 0px 20px 15px;"|In case you can see only one option, make sure you have your '' 'Help Center' '' active.
+
|style="padding: 0px 0px 20px 15px;"|If you see only one option, make sure you have your '' 'Help Center' '' active.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 20px 15px;"|[[File:Z18.png]]
+
|style="padding: 0px 0px 20px 15px;"|[[File:ZD39.png]]
 
|}
 
|}
 +
-->
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|5. If you would like to use multi brands, first make sure you have '' 'Zendesk Support multibrand' ''' option enabled in your Zendesk account.<br/>
+
|style="padding: 0px 0px 15px 15px;"|4. If you would like to use multiple brands, first make sure you have '' 'Zendesk Support Multibrand' ''' option enabled in your Zendesk account.<br/>
−
Go to '' 'Zendesk' → 'Settings' → 'Account' → 'Branding'.'' Note that multibrand support may require enterprise plan.
+
Go to '' 'Zendesk' → 'Settings' → 'Account' → 'Branding'.''<br/>
 +
'''Note''' that multibrand support may require the '''enterprise''' plan.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 30px 15px;"|[[File:Z30.png]]
+
|style="padding: 0px 0px 30px 15px;"|[[File:ZD40.png]]
 
|}
 
|}
  
Line 466: Line 582:
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 15px 15px;"|2. When you try to open a new ticket and you get error '' 'Unable to authenticate' '', this means that the user's email is already registered in Zendesk, but it's not verified yet.<br />
+
|style="padding: 0px 0px 15px 15px;"|2. When you try to open a new ticket and you get the '' 'Unable to authenticate' '' error, this means that the user's email is already registered in Zendesk, but it has not been verified yet.<br />
−
To solve the problem log in to your Zendesk admin area and verify the email through clicking '' 'Verify now' '' as presented on the screen below.
+
To solve the problem, log in to your Zendesk admin area and verify the email by clicking '' 'Verify now' '' as presented on the screen below.
 +
|}
 +
{|
 +
|style="padding: 0px 0px 20px 25px;"|[[File:ZD49.png]]
 +
|}
 +
{|
 +
|style="padding: 0px 0px 10px 15px;"|3. If you encounter a problem when performing the export of a lot of users, make sure you are '''not''' using the Zendesk '''trial''' account.<br/>
 +
This is due to Zendesk trial account limitations, where you cannot use the API endpoint to bulk import users or organizations. A '403 Forbidden' error is returned.
 
|}
 
|}
 
{|
 
{|
−
|style="padding: 0px 0px 30px 25px;"|[[File:Z14.png]]
+
|style="padding: 0px 0px 30px 15px;"|4. Some of the module elements may not reflect immediate changes made in the Zednesk panel.<br/>
 +
This is due to the use of cache to limit the number of queries to APIs.<br/>
 +
E.g. the cache refreshing time for the ticket list and replies is 30 seconds. <br/>
 +
The update of brands, ticket fields and departments can take up to 18 minutes and clients even 54 minutes.<br/>
 +
If you need the immediate cache refreshment, go to the '' 'Ticket Settings' '' or save '' 'Sever Settings' '' again.
 
|}
 
|}

Revision as of 17:58, 21 February 2018

Contents

About Zendesk For WHMCS

Zendesk For WHMCS replaces the standard WHMCS support system with the complex choice of Zendesk tools.

The module will enrich your client area with various extra features, allowing customers to e.g. fill in Zendesk ticket fields and use emojis.
At the same time, you and your staff members will be free to monitor and manage every ticket created in WHMCS straight from within the Zendesk admin area.

  • Client Area Features:
✔ View Zendesk Departments
✔ Open New Ticket
✔ Manage Existing Tickets
✔ Fill In Zendesk Ticket Fields
✔ Select Related Service
✔ Attach Files To Ticket
✔ List Recent Tickets
  • Admin Area Features:
✔ Configure And Test Server Connection
✔ Toggle SSL Connection
✔ Choose Available Support Departments
✔ Choose Default Department For Exported Tickets
✔ Define Client Service Field
✔ Manually Export To Zendesk:
✔ WHMCS Clients
✔ WHMCS Tickets
✔ Check Status Of Exported Clients
✔ Define Module Behavior:
✔ Show Solved Tickets
✔ Define Order Of Replies
✔ Allow Shared Login Redirection
✔ Update Client Credentials
✔ Define Ticket Status Colors
✔ View Logs
  • Integration Features:
✔ Single Sign On (SSO) Integration
✔ Automatically Export To Zendesk:
✔ New Tickets
✔ Clients On Tickets Creation
✔ Synchronize Ticket Responses Between WHMCS And Zendesk
✔ Transfer Ticket Fields Settings
✔ Transfer Attachments Settings
✔ Convert Markdowns To HTML And Emojis
  • General Info:
✔ Supports Zendesk Multibrand Feature
✔ Supports Zendesk Emoji - Artworks Provided By EmojiOne
✔ Custom Templates Support
✔ Multi-Language Support
✔ Supports PHP 5.4 Up To PHP 7
✔ Supports WHMCS Template Six
✔ Supports WHMCS V7

Installation and Configuration

This tutorial will show you how to successfully install and configure Zendesk For WHMCS.

We will guide you step by step through the whole installation and configuration process.

Installation

1. Log in to our client area and download Zendesk For WHMCS.
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2. Extract the downloaded file into the main WHMCS directory.

The content of the package should look like this.

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3. When you install Zendesk For WHMCS for the first time you have to rename 'license_RENAME.php' file.

The file is located in 'modules/addons/Zendesk/license_RENAME.php'. Rename it from 'license_RENAME.php' to 'license.php'.

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4. In order to configure your license key, you have to edit the previously renamed 'license.php' file.

Enter your license key between quotation marks as presented on the following screen. You can find your license key in our client area → 'My Products'.

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5. Now, set up the 'storage' folder as recursively writable.

This folder is available at 'your_whmcs/modules/addons/Zendesk/' .

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Activation

6. Now, you have to activate the module in your WHMCS system.

Log in to your WHMCS admin area and proceed to 'Setup' → 'Addon Modules'.
Afterwards, find 'Zendesk' and press 'Activate' button.

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7. In the next step you need to permit access to this module.

To do so, click on 'Configure' button, tick checkboxes to assign desired admin roles.

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8. You have just successfully installed Zendesk For WHMCS!

Configuration

Now you have to configure your newly installed module.

Before we proceed to the configuration itself, you have to generate your API details to connect with your Zendesk account.

API Connection

Firstly, log in to your Zendesk admin area in order to enable API access.
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Go to 'Admin' → 'Channels:' 'API'. There, in the 'Settings' section find 'Token Access' and enable it.

Add a new token or use an existing one if you already created it.

Important: Make sure to copy and store this token. It won't be shown again after you click 'Save' or leave this page.
You will also need it in a moment to complete the configuration of the module.

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Now go to 'Settings' → 'Security' section where you can enable 'Single-Sign On'. The action is optional.

Note: Thanks to this feature, when clients go to the ticket URL that leads directly to the Zendesk panel (e.g. from the Zendesk email notification), they will be redirected first to your WHMCS,
and after logging in, they will be again redirected and automatically logged into the Zendesk panel to view the ticket.

Here you can also add your remote login URL and remote logout URL. They should lead to 'loginshare_jsonwt.php' file located in 'yourWHMCS/modules/support/Zendesk/' directory. For example:

https://yourWHMCS.com/modules/support/Zendesk/loginshare_jsonwt.php
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Next, scroll down to the bottom of the page and find 'Shared Secret' section. Press 'Regenerate' to get a new shared secret token or use an existing one.
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Copy and keep your 'Shared Secret' in a safe place. You will need it in the next step.

Note: The 'Shared Secret' is not required for Zendesk module to work itself. It is needed for SSO only.

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Don't forget to press 'Save' button, you will find it at the bottom of the page.

Server Settings

Now, that you have safely stored API and Shared Secret tokens, you may move to the second part of the configuration process.

Proceed to 'Addons' → 'Zendesk' → 'Server Settings', this is where you have to enter any data required to connect your WHMCS with the Zendesk server.

ZD13.png
Enter your Zendesk details:
  • Account Name - this is the name part of your Zendesk subdomain. E.g. in https://modulesgarden.zendesk.com your account name will be modulesgarden
  • Administrator Email - the administrator's email used to log in to your Zendesk account
  • API Token - the API key generated in the previous steps
  • Shared Secret Token - the key generated in the previous steps used for SSO
  • SSL Connection - enable this option to use the secured connection with the Zendesk API

Save changes first, and then test the connection, to ensure that all credentials are correct.

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Next, move to 'Setup' → 'General Settings' → 'Support'.

Choose 'Zendesk' support module form a dropdown menu and save changes afterwards.
Note: From now on, your clients will see Zendesk tickets and departments (not the ones of WHMCS).

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Good job! Now your WHMCS is connected with the Zendesk support system.

Management

Once Zendesk For WHMCS is installed and the connection configured, you can either create or update your ticket departments and start using them.

Each ticket department you create in Zendesk will be available for your customers in the WHMCS client area.

Settings

WHMCS

Before you start your actual work on support tickets with Zendesk For WHMCS, move again to 'Addons' → 'Zendesk' → 'Ticket Settings'.

This section of the addon allows the easy and comfortable management of the form in which tickets are displayed in your client area, their visibility, sorting properties, etc.

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In the first box 'Options', you can enable several basic settings that will be applied to the tickets view in the client area.
Let's now discuss their functionality in details:
  • Default Department - choose the Zendesk department that will be selected by default for exported tickets
  • Allowed Departments - select which of your Zendesk departments shall be available for your WHMCS clients
  • Show Solved Tickets - if you enable this option, all tickets, no matter what status they have, will be displayed on the list of the latest tickets (e.g. open/new/solved/closed tickets, etc.);
  • Replies Descending Order - enable this option to make ticket replies sorted by date in descending order when viewing a ticket
  • Shared Login Redirection - if enabled, the user is redirected to the Zendesk panel after successfully shared login
  • Brand - if you have Zendesk Multibrand feature enabled on your account you can choose a brand here
  • Template Name - Change only if you want to use a custom template.
    Custom template files should be placed in the '/modules/addons/Zendesk/templates/client/default/pages/submodule/yourCustomTemplateName' directory
  • Client Services - choose the field (created in Zendesk) responsible for displaying all customer products and domains (click here for more information)
  • Update Client Credentials - if the client's email is updated in WHMCS, it is updated in Zendesk accordingly (note that the name is also updated, but only if the email is changed)
ZD17.png
Below the 'Options' box you will find a box where you can assign colors to a specific ticket status.

Click on the field to choose a color from the palette or type in the number of the color you like.

Remember to save the changes if you modify the ticket settings in any way.

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Tickets will be now marked with selected colors on the homepage according to the status they have.
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The color settings will be also viewable on your main tickets list.
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Ticket Fields

You can also manage ticket fields that are available in WHMCS on a new ticket form, directly in Zendesk.

Move to 'Zendesk' → 'Admin' → 'Manage' → 'Ticket Fields'. On this site, you can activate, deactivate or edit any system and custom fields or add new ones.
For test purposes, we activated and adjusted the 'Priority' field according to our needs.

ZD21.png
As you can see on the screen below, a new field appeared in the WHMCS client area.
Edit or add ticket fields to adjust the ticket form to fit your needs perfectly.
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Service Field

The 'Client Service' field allows your customers to specify the service they refer to when creating a ticket.

This can help your support teams more easily identify the problem with the service used by the client.
Move to 'Zendesk' → 'Admin' → 'Manage' → 'Ticket Fields'. and press 'add custom field'.

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Choose the Text type to add your new ticket field.
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We will now adjust the 'Client Service' field according to our needs. First, enter the ticket field's name.

Then, select 'Visible' and 'Editable' options and make sure to leave the 'Required' box unchecked to keep this field optional for the clients when they open a new ticket.

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Once you have created your new field, you can select it as 'Client Service' in the 'Ticket Settings' section of Zendesk.

Do not forget to save settings.

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As you can see on the screen below, a new field, which may help to draw the agent's attention to a specific client's service appeared in the WHMCS client area.
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Next, when the agent access the ticket in the Zendesk panel, there will be information about the service selected by the client.
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Export

Our module allows you to export data gathered in WHMCS, more specifically, all the users and tickets generated before the installation of the product.

Read the below points to learn what data can be synchronized with Zendesk and what are the possible means of such synchronization.

Users

The first option offered by our module is the export of users from WHMCS to Zendesk, proceed to 'Users Export' .

If you are using Zendesk For WHMCS for the first time, you will see here a list of all users who exist in your WHMCS and have not been synchronized with Zendesk yet.

ZD23.png
Now, you can manually export all of the users available on the list or choose only some of them.
Check boxes next to the users you are going to export and press the 'Export' button, marked with the red arrow on the screen.

You can always check the status of the exported clients.

ZD24.png
After confirming your choice, the selected users should be exported from WHMCS to Zendesk, their 'Status' field will become modified as well.
All users newly added to WHMCS will be automatically synchronized with Zendesk.
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Tickets

The next option offered by our module is the export of tickets from WHMCS to Zendesk, proceed to 'Tickets Export'.
You will see here a list of all tickets which exist in your WHMCS and have not been synchronized with Zendesk yet.
ZD27.png
Now, you can manually export all of the tickets available on the list or choose only some of them.
Check boxes next to the tickets you are going to export and press 'Export' button as marked on the screen.
ZD28.png
Next, confirm the default department you have chosen in the 'Ticket Settings' , or select one of the other available departments.
ZD29.png
If a ticket has already been exported from WHMCS to Zendesk, they will have a different Zendesk Status visible on the list.
All tickets newly created in WHMCS will be automatically synchronized with Zendesk.
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Logs

All module activities are recorded in 'Logs' .

Note: You might have no logs visible here if there are no logged actions yet.

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In case you no longer wish to see a particular log you can easily remove it.

Select a particular entry and click on the bin icon as presented on the screen below.

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In order to delete multiple logs at the same time you can simply take advantage of the 'Mass Remove Action'.
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Support Tickets

Move to your client area. There, on the homepage, a 'Recent Support Tickets' box can be found.

It presents the latest tickets available in your system. The visible tickets are marked with colors related to their current status.

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Now, we will submit a ticket to show you the complete creation flow. Just like in case of a standard WHMCS support ticket, choose the department.

Note: For convenience, if you have only one department configured, you will be moved immediately to the ticket creation view.

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Next, enter the subject, type in the ticket message and fill in any additional ticket fields that you feel are useful and will help you quickly receive a satisfactory answer.
Submit the ticket.
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A new ticket, sent with Zendesk For WHMCS module, is immediately visible in the Zendesk admin area.
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Do not hesitate and send a reply to this ticket.
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The client has received an answer. Note that the ticket status has been updated as well.
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Emoji Support

Since 2.0.0 version of the module, agents can use emojis (emoticons) without worrying that these will not be displayed to the clients in WHMCS.

First, you need to enable support for them in your Zendesk Panel.
Go to the 'Admin' → 'Settings' → 'Tickets' and tick the 'Enable emoji text replacement' option.
Remember to save the settings.

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Now, your agent can insert emojis by typing an emoji code surrounded by colons (e.g. :smile:).
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You can use a lot of diiferent emojis. Press the 'Preview' button to see how they will look like in the ticket.
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After sending the reply, the emojis will be displayed in WHMCS to your client.

Note: Due to the licensing issues, the appearance of emoticons used in the module is slightly different from those used by Zendesk itself.
Moreover, a very small part of the emojis supported by Zendesk may not be yet included in the set used in the module.
Click here to see the list of emojis supported by the module.

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Your customers can also use emoji codes in WHMCS, but it is not possible to preview them before sending a ticket.

The workaround for this inconvenience will be presented in the near future.

Tips

1. If you create a custom field in Zendesk, it will also be visible in WHMCS. Custom fields need to be enabled, visible and editable by client.
2. Since Zendesk does not fully support the WHMCS option to reopen closed tickets, 'Close ticket 4 days after status is set to solved'
option is currently the only available one.

To enable this option, proceed to Zendesk → Business Rules → Automations.
Find the option and edit it.

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Here you can configure the time period within which the tickets can be reopened by an answer from the client.

Extend the maximum time to your needs.

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3. Attachments are managed in Zendesk, therefore if you do not enable them in Zendesk, your clients will not be allowed to add them in the tickets.

To enable attachments in Zendesk, please move to 'Zendesk' → 'Settings' → 'Tickets' → 'Attachments'. Then, enable both options:

  • Customers can attach files
  • Require authentication to download
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4. If you would like to use multiple brands, first make sure you have 'Zendesk Support Multibrand' ' option enabled in your Zendesk account.

Go to 'Zendesk' → 'Settings' → 'Account' → 'Branding'.
Note that multibrand support may require the enterprise plan.

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Update Instructions

Essential guidance through the process of updating the module is offered here.

Keep in mind there is a quick and easy option in our client area that will let you upgrade the license of your module to an open source version at any time - and at a lower price!
To take advantage of it, simply use the License Upgrade button located on the product's page and a discounted invoice will be generated automatically.

Common Problems

1. When you have problems with connection, check whether your SELinux or firewall does not block ports.
2. When you try to open a new ticket and you get the 'Unable to authenticate' error, this means that the user's email is already registered in Zendesk, but it has not been verified yet.

To solve the problem, log in to your Zendesk admin area and verify the email by clicking 'Verify now' as presented on the screen below.

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3. If you encounter a problem when performing the export of a lot of users, make sure you are not using the Zendesk trial account.

This is due to Zendesk trial account limitations, where you cannot use the API endpoint to bulk import users or organizations. A '403 Forbidden' error is returned.

4. Some of the module elements may not reflect immediate changes made in the Zednesk panel.

This is due to the use of cache to limit the number of queries to APIs.
E.g. the cache refreshing time for the ticket list and replies is 30 seconds.
The update of brands, ticket fields and departments can take up to 18 minutes and clients even 54 minutes.
If you need the immediate cache refreshment, go to the 'Ticket Settings' or save 'Sever Settings' again.

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