Stella Connect & Zendesk Custom Installation Instructions Step 1: Delete the existing Stella Connect App in Zendesk Delete app from Private Apps tab. Confirm the removal of dependent Zendesk objects. Step 2: Create a Target 1. Navigate to: Admin > Settings > Extensions > add target > HTTP target STELLA CONNECT ZENDESK INTEGRATION 2017 1
Title: Stella Connect URL: https://api.stellaconnect.net/v1/auth Method: Post Content Type: JSON Basic Authentication: (Enabled) Username: connect Password: (Test API Key from: https://<company subdomain>.stellaconnect.net/admin/ company/api) 2. To test the configuration, select Test Target and Submit Test JSON (Copy/Paste Below) { } "customer": { "name": "pete", "email": "pete@stellaservice.com" }, "do_not_send": true, "employee": { "email": "pete.sellar@stellaservice.com" }, "channel": "phone" STELLA CONNECT ZENDESK INTEGRATION 2017 2
3. If successful you should see HTTP/1.1 200 OK. Then select Create Target > Submit Step 3: Create Do not Send Stella Connect request checkbox 1. Go to Admin > Manage > Ticket Fields > add custom field 2. Select Checkbox, and enter Do not Send Stella Connect Request in the For agents field and click Add field STELLA CONNECT ZENDESK INTEGRATION 2017 3
3. Once the field is added, click on the edit link in the ticket fields and copy the Custom field ID. This ID will be used in each of the triggers, see the red text. Step 4: Create Triggers for each channel 1. Chat Channel Trigger: Admin > Business Rules > Triggers > add trigger Trigger Title: Send Stella Connect request on ticket solve for chat channel Meet all of the following Conditions: Ticket: Status - Changed To - Solved Tickets: Channel - is - Chat Perform these actions: Notifications: Notify target - Stella Connect STELLA CONNECT ZENDESK INTEGRATION 2017 4
JSON { "employee": { "email": "{{ticket.assignee.email}}" }, "channel": "email", "customer": { "name": "{{ticket.requester.name}}", "email": "{{ticket.requester.email}}" }, "ext_interaction_id": "{{ticket.id}}", "do_not_send": "{{ticket.ticket_field_<custom Ticket Field ID>}}", "external_url": "{{ticket.link}}", {% assign raw_tags = ticket.tags split: %}"tags": [{% for tag in raw_tags %}"{{tag}}"{% unless forloop.last %},{% endunless %}{% endfor %}] } Note: Zendesk shows a red x indicating that the JSON body syntax is incorrect. Please ignore, this is an issue Zendesk is working to correct and trigger show save successfully. STELLA CONNECT ZENDESK INTEGRATION 2017 5
2. Email Channel Trigger: Admin > Business Rules > Triggers > add trigger Trigger Title: Send Stella Connect request on ticket close for email channel Meet all of the following Conditions: Ticket: Status - Changed To - Solved Meet any of the following Conditions: Ticket: Channel - Is - Web form Ticket: Channel - Is - Email Ticket: Channel - Is - Web Widget Perform these actions: Notifications: Notify target - Stella Connect JSON { "employee": { "email": "{{ticket.assignee.email}}"}, "channel": "email", "customer": { "name": "{{ticket.requester.name}}", "email": "{{ticket.requester.email}}"}, "ext_interaction_id": "{{ticket.id}}", "do_not_send": "{{ticket.ticket_field_<custom Ticket ID>}}", "external_url": "{{ticket.link}}", {% assign raw_ tags = ticket.tags split: %}"tags": [{% for tag in raw_ tags %}"{{tag}}"{% unless forloop.last %},{% endunless %}{% endfor %}] } 3. Phone Channel Trigger: Admin > Business Rules > Triggers > add trigger STELLA CONNECT ZENDESK INTEGRATION 2017 6
Trigger Title: Send Stella Connect request on ticket close for phone channel Meet all of the following Conditions: Ticket: Status - Changed To - Solved Meet any of the following Conditions: Ticket: Channel - Is - Phone (incoming) Ticket: Channel - Is - Phone (outgoing) Ticket: Channel - Is - Voicemail Perform these actions: Notifications: Notify target - Stella Connect JSON { "employee": { "email": "{{ticket.assignee.email}}"}, "channel": "phone", "customer": { "name": "{{ticket.requester.name}}", "email": "{{ticket.requester.email}}"}, "ext_interaction_id": "{{ticket.id}}", "do_not_send": "{{ticket.ticket_field_<custom Ticket ID>}}", "external_url": "{{ticket.link}}", {% assign raw_ tags = ticket.tags split: %}"tags": [{% for tag in raw_ tags %}"{{tag}}"{% unless forloop.last %},{% endunless %}{% endfor %}] } Step 5: Optional Customization Although we recommend that all interactions receive a Stella Connect request, there may be some instances in which you do not want to send one. You can manage this process by establishing a custom exclusion trigger within your company s Zendesk account, and then assigning rules to that custom trigger. Note: You do not have to establish an exclusion trigger in order to limit the number of Connect requests that a customer receives within a specified time period. That suppression period can be set on the Experience page within the Stella Connect Admin. STELLA CONNECT ZENDESK INTEGRATION 2017 7
1. Navigate to Zendesk Admin > Business Rules > Triggers and click Add a Trigger 2. Name that Trigger Do not send Stella Connect request (or another name that you will remember) and specify the conditions that must be met in order for Zendesk to exclude a case from receiving a Stella Connect request. 3. To make sure that the system will check your desired business rules before sending a Stella Connect request, ensure that the Exception trigger that you created is ordered above the Send Stella Connect Request triggers within your trigger list. STELLA CONNECT ZENDESK INTEGRATION 2017 8
Step 6: Moving to Production 1. Navigate to: Admin > Settings > Extensions > target > Stella Connect edit 2. Replace Password with Production API Key from: https://companyname.stellaconnect.net/ admin/company/api 3. In Connect (https://companyname.stellaconnect.net/admin/company/api) switch Integrated Channel to On Maintenance Once your Stella Connect application is live, it is a good practice to keep an eye on the Stella Connect API Status Page from time to time. StellaService will also notify you of any issues as they occur. In the event that >5% of your requests have an error related with them within the period of 1 hour, Stella will automatically notify the team members that you specified during setup. Need more information? We re here to help. Contact connectsupport@stellaservice.com. STELLA CONNECT ZENDESK INTEGRATION 2017 9