Zendesk

Connecting Usersnap Track with Zendesk

Zendesk and Usersnap Track can be easily connected.

Here's how it works:

We recommend to set up a Zendesk user with the "agent" role and with reduced access level ("Assigned tickets only"). For detailed information about how to configure users, please visit the Zendesk documentation.

Log in to your Usersnap Track account or sign up for a free trial.

Go to your Usersnap Track project’s 3rd Party Integration tab and select Zendesk from the grid.

Enter your Zendesk host URL. Click on 'Connect now!'.

Sign into your Zendesk account to grant access to Usersnap Track.

You can now choose the type and the priority of the tickets Usersnap Track will create in Zendesk.
You can also set a default ticket prefix.

Click 'Save' and start sending your Usersnap screens directly to your Zendesk Support dashboard.

If your users have entered an email address, you can respond to any ticket created from Usersnap Track directly in Zendesk.

Adding custom fields to Zendesk

You can add custom fields to your Zendesk tickets. If you are using the Usersnap Track widget, you can configure Usersnap to populate your custom fields.

You can create custom fields in the Ticket Fields tab of the Manage Section in the Admin Settings of Zendesk.

If you want Usersnap Track to populate your Zendesk Ticket with your custom fields, take note of the Zendesk Custom Field ID which you need to add to your Usersnap Track configuration.

To populate the custom fields in your Zendesk ticket, use the following code in your configuration.
You can find more information here.


<script type="text/javascript">
var _usersnapconfig = {
beforeSend: function(obj) {
obj.addInfo = {
zendesk_custom_fields: [{
id: 24085699,
value: "insert additional info here"
}]
};
}
};
</script>

Zendesk