Setting up the Zendesk Connector...3

Transcription

1 Setting Up Zendesk

2 Contents 2 Contents Setting up the Zendesk Connector...3 System Requirements... 3 Configuring Zendesk for the Connector...3 Installing and Configuring the Connector...4 Configuring Unanswered Question Escalation...6 Which Tickets did the Zendesk Connector create?... 9

3 Setting up the Zendesk Connector 3 Setting up the Zendesk Connector Set up the Zendesk Connector to link your Zendesk tool to your Jive community. 1. First, configure your Zendesk tool to sync with the Zendesk Connector. 2. Next, install and configure the Zendesk Connector in your Jive community. 3. Then, you can further configure the Connector to work in your community in two ways: Unanswered question escalation My Tickets tiles System Requirements The Zendesk Connector works with the latest version of the Jive Cloud release. To install and configure the connector, you'll need: Jive-x or Jive-n Cloud Community manager rights to your Jive community A Zendesk account with administrative rights To add and configure a My Tickets tile, you'll need: Jive-x or Jive-n Cloud The Zendesk Connector installed and configured Place owner permissions for the place where you want to add the tile To use the connector, you'll need: Jive-x or Jive-n Cloud A user account for your Jive community (with access to the Jive places that the community manager specified when configuring the Zendesk Connector) A Zendesk account (with access to the Zendesk group that the community manager specified when configuring the Zendesk Connector) Configuring Zendesk for the Connector To set up the integration between your Jive site and Zendesk, you'll need to add an OAuth Client in Zendesk and install the Zendesk Connector add-on in Jive. To install and configure the Zendesk Connector: 1. Log in to Zendesk and click the Admin icon. 2. Select Channels > API. 3. Select the OAuth Clients tab. 4. Select add a client.

4 Setting up the Zendesk Connector 4 5. Specify a Client Name and the Unique Identifier. Make note for the Unique Identifier for later use. 6. In Redirect URL, enter Note: This is a URL hosted by Jive's Zendesk Connector micro-service for use after you authorize your Jive community to access Zendesk. 7. Make note of the Secret. Important: Be sure to copy the entire 64-character secret and not just the truncated 9-character version that Zendesk displays after saving the OAuth Client for security reasons. 8. Click Save. You are now ready to install and configure the Zendesk connector. Installing and Configuring the Connector After adding an OAuth Client in ServiceNow, you'll need to install the Zendesk Connector in Jive and specify the connection and case closure configurations. 1. In Jive, click the menu under your name or avatar and select Add-ons. 2. Make sure the Available tab is selected. 3. Search for the Zendesk Connector from the list of add-ons. Click Install. 4. Decide whether you want to preview this add-on or immediately install it in your community:

5 Setting up the Zendesk Connector 5 Option Install now Preview Description Selecting this will make the feature available to your entire community. Selecting this will make the feature available to you only. Make this selection if you would like to test this feature before making it available to your community. 5. After installation completes, click Configure Now Make sure that the Connection tab is selected. 7. Enter the Subdomain. 8. Enter the Unique Identifier and Secret that you noted when you added the Zendesk OAuth Client. 9. Click Save. 10.Click Grant Access. 11.When prompted, enter your Zendesk user name and password. Click Submit. 12.Select the Zendesk Group where you want the Incidents to appear.

6 Setting up the Zendesk Connector 6 Note: Only one Zendesk group can be associated with the Connector. 13.Click Save. You can configure the Zendesk Connector for unanswered question escalation or you can close the configure dialog, click Save and Activate, and start adding My Tickets tiles to your places. Configuring Unanswered Question Escalation After installing and configuring the Zendesk Connector, you can specify which places you want monitored so that unanswered questions in those places will automatically create a ticket in Zendesk after the amount of time you specify. To continue configuring the Zendesk Connector to specify place and escalation time: 1. Select the Place Configuration tab.

7 Setting up the Zendesk Connector 7 2. Specify a default escalation time. This is the number of hours that the Connector waits before automatically creating a Zendesk ticket for an unanswered Jive question. Note: You can specify a different escalation time each Jive place later. For now, enter a default escalation time. 3. Click Configure Place... and select the Jive place (group, project, or space) you want to monitor. 4. Adjust the escalation time, if desired.

8 Setting up the Zendesk Connector 8 5. Repeat the previous two steps until you've added all desired places. 6. Click Save. 7. Click Case Closure tab. 8. Specify how you want Zendesk and your Jive community to sync for case closure. If you want Zendesk tickets to automatically close when the corresponding Jive question receives a Correct Answer in the community, select Enable case closure. From the drop-down list, select the status that you want your Zendesk ticket to change to when that happens. Note: For more information on how this behavior affects tickets and questions, please see How do I answer an escalated question? and When does the connector create a ticket? 9. Specify how you want Zendesk and your Jive community to sync when tickets are re-opened.

9 Setting up the Zendesk Connector 9 If you want Zendesk tickets to automatically re-open when the Correct Answer is unmarked in the corresponding Jive question, select Enable case re-open. From the drop-down list, select the status that you want your Zendesk ticket to change to when that happens. 10.Click Save. 11.Click Save and Activate. You can get started with unanswered question escalation or you can add and configure My Tickets tiles. Which Tickets did the Zendesk Connector create? All tickets created by the connector contain footer information about the discussion from which it derived. Specifically, Tickets created by the Zendesk Connector contain the following footer: Discussion URL : {URL} Author Name: {author} Author { } Discussion Created : {date} You can also create a group in Zendesk to group all Jive tickets together. Additionally, you can configure the Zendesk Connector to create tickets on behalf of a particular user by setting up the OAuth Client in ServiceNow while logged in as that user.