How to integrate Channel Talk with Zendesk to automatically create tickets in Zendesk using Channel Talk data

If you are using Channel Talk as a customer service gateway while managing detailed tasks with Zendesk, let's integrate these two apps!
By integrating, you can save the hassle of manually creating tickets in Zendesk and potentially achieve faster customer service.
It may also lead to a reduction in workload, so why not take this opportunity to integrate the apps?

Recommended for

・Teams utilizing Channel Talk and Zendesk for customer service
・Teams managing issues obtained from conversations with customers on Channel Talk as tickets in Zendesk
・Those who want to prioritize and handle issues obtained from conversations with customers on Channel Talk

Benefits and Examples of Integrating Channel Talk and Zendesk

Benefit 1: Improved Response Speed

With this app integration, when a customer service chat starts on Channel Talk, a ticket is automatically created in Zendesk based on that data. This allows you to shorten the time from starting a customer service chat to adding a ticket in Zendesk.
Additionally, since ticket creation in Zendesk is done quickly, the speed from receiving an inquiry to starting a response may improve. Furthermore, by ticketing, the risk of missing responses can be minimized.

Benefit 2: Enhanced Communication Between Departments

Quick ticket creation is expected to facilitate smooth collaboration between the person handling customer service chats using Channel Talk and the person handling tickets registered in Zendesk.
Moreover, the person handling Zendesk tickets can easily report to each department or verify facts according to the content.
As a result, seamless inter-departmental collaboration may lead to smoother handling of customer service that requires quick processing.

Benefit 3: Understanding Priorities

By ticketing the data from customer service chats on Channel Talk, you can set priorities for those tickets. By having the person in charge of handover prioritize high-importance items, customer satisfaction may improve, and the likelihood of preventing duplicate complaints may increase.
In this way, visualizing inquiries that require prompt and appropriate responses is expected to make work easier than ever. When sharing with the entire team, correct information should be more easily disseminated.

Now, let's introduce the flow of integrating the apps using Yoom.

[What is Yoom]

This time, we will automate the process of "adding ticket information to Zendesk when a chat starts on Channel Talk" using the following template.

First, let's register for Yoom.
1. Click on "View Details" in the banner above
2. Click on "Try this template" at the bottom of the transitioned screen
3. Register for Yoom

※ If you have already registered, the login screen will be displayed, so please log in.

How to Create a Channel Talk and Google Spreadsheet Integration Flow

The integration flow is broadly divided into the following processes.

・Integrate Channel Talk and Zendesk with My Apps
・Set up Channel Talk
・Set up Zendesk ticket addition

Step 1: Integrate Channel Talk and Zendesk with My Apps

Once Yoom registration is complete, the flowbot template will be copied to "My Projects".
When the display appears as shown in the image, select "My Apps" from the menu on the left.

Click the new connection button at the top right.

Enter the name of the app to integrate into the box.

Channel Talk and Yoom Integration

1. Search

Search for Channel Talk and click on the Channel Talk icon.

2. Enter Required Fields

Enter the required fields.
First, access Channel Talk.

Press the "Channel Settings" gear icon at the bottom left.

Next, open the menu at the top.

When the menu is displayed, select "Security & Development" and click on API Management.
Then, create an access key and access secret key and paste them into the box mentioned earlier.

3. Integration Complete

The account name can be any name you like. It's recommended to use something easy to understand, such as the name of the person in charge or the company name.
Once you have entered the information in the three boxes, press the add button at the bottom right.

If the above display appears, the integration is complete.

<span class="mark-yellow">Please note that the access key will be used in later settings, so it is recommended to keep it in a state where it can be copied separately.</span>

Zendesk and Yoom Integration

1. Search

Enter Zendesk and click on the Zendesk icon.

2. Enter Required Fields

Enter the required fields using Base64 encoding.

Log in to Zendesk with administrator privileges.
For more details, please check How to Register My Apps in Zendesk.
Also, please check About Base64 Encoding.

3. Add
‍Once the required fields are entered, click Add at the bottom right.

If the above display appears, the integration is complete.

Next, copy the template to My Projects and create a flowbot.
Please copy the flowbot template from below.

1. Hover over the banner and click "View Details"
2. On the redirected page, click "Try this template"
3. Register for Yoom
※ If you are already registered, the login screen will be displayed, so please log in.

‍

Step 2: Channel Talk Activation Settings

1. Open My Project

Open "My Project" from the menu on the left side of the screen.

2. Open the copied template
‍Click on "【Copy】Add ticket information to Zendesk when a chat is started in Channel Talk".‍

3. Select App Trigger

Select "When a new customer chat is created" from the Channel Talk icon.
Press Next.

4. Enter Required Fields

Enter each field.
The name of the Webhook can be any name you like. It's recommended to use something recognizable like the person in charge or company name.
Use the access key you created earlier during My App integration and stored separately.
Once you have entered the information, press Next.

5. API Connection Settings

Based on the displayed information, start a customer chat in Channel Talk. This customer chat data will be used for testing.

6. Execute Test

Return to the Yoom screen and press the test button.
If "Test Successful" is displayed in blue, the setup is complete. Press Save.

Step 3: Setting to Add to Zendesk Ticket

※ Zendesk is available only on some paid plans.
※ A 2-week free trial is available for paid plans.

1. Integrate with the App

Select "Create Ticket" from the Zendesk icon.
Press Next.‍

2. Enter Subdomain

Enter the subdomain according to the supplement at the bottom of the box.

3. Confirm Subject and Details

Set the subject and details. Let's start by setting the subject.

Click the box and select the red frame.

Channel Talk data will be displayed in a list, so select what you want to enter as the subject.
This time, I selected "Customer Chat ID" as the subject.

Once entered, it will look like the image.

In the same way, set the details box at the bottom.‍

4. Arrange Layout

Use symbols and other elements to arrange the layout for better readability.

5. Execute Test

Once the setup is complete, press the test button.
If "Test Successful" is displayed, it is complete. Click Save.‍

6. Turn Trigger ON

Once the flow bot creation is complete, the above display will appear. The trigger is initially set to OFF, so turn it ON.
This completes the creation of a flow bot using Channel Talk and Zendesk.

Flow bot template used this time: Add ticket information to Zendesk when a chat is started in Channel Talk

Other Automation Examples Using Channel Talk

Yoom has other flow bots that use Channel Talk. Let me introduce a few!

1. Add to Google Spreadsheet When a Chat Starts in Channel Talk

If you want to accumulate, share, and analyze customer chat data, integration with Google Spreadsheet is recommended. Channel Talk data is automatically added.

2. Add to Notion when a chat is initiated in Channel Talk

It also supports integration with Notion. Why not integrate with your preferred data management tool and make your work more comfortable?

3. Add to Trello when a chat is started in Channel Talk

It is possible to integrate with the task management tool Trello. Whether individually or as a team, you can turn Channel Talk data into tasks to improve the efficiency of customer support operations.

Summary

Integrating Channel Talk with Zendesk can potentially improve the speed of customer support.
Additionally, it becomes easier to coordinate between departments handling customer support through Channel Talk and those using Zendesk, making it easier to understand the inquiries received by the company.
Yoom allows for app integration without the need for programming. Please take this opportunity to try it out!