Apps

SnapEngage

Customer profiles in chat and create tickets with debug info, tags and screensho

Zendesk SnapEngage App ScreenshotZendesk SnapEngage App ScreenshotZendesk SnapEngage App Screenshot

Description

SnapEngage lets you engage with your customers in real time and provide amazing customer service:

  • As soon as a chat starts know who you are chatting with, if they have any open tickets and links to their social profiles
  • If they need an FAQ BAM take them right to it via cobrowsing
  • Want to add a few tags, no problem there is a command for that
  • Have some custom mapping and want us to map to a standard or custom field, done
  • Never ask your customer what OS, browser or plugins they are using, it's right there in the chat
  • You can also take chat to a new level with screen sharing and voice via the call me
  • Finally make sure all the tickets are automatically mapped to the proper agent

By integrating with Zendesk, all your live chat and offline conversations are stored directly in Zendesk to make sure every customer request is resolved quickly and efficiently. Keep all your conversations in one place... in Zendesk!

How to install

  1. Make sure you are logged into your Zendesk account and head over to the "Manage" cog and select the "Extensions" link

  2. Click on the "Add Widget" link and at the bottom of the list, select Global JavaScript Zendesk2

  3. Copy the code below in the content, and replace {widget_code} with your SnapEngage Widget Code (found here)

Zendesk3

Now we will add a live chat button for your Zendesk Help desk visitors to be able to start a chat session from within Zendesk.

  1. Head over to the "Manage" cog and select the "Extensions" link (again!)

  2. Click on the "Add Widget" link, next to active widgets (again!)

  3. Select "Custom" from the list Zendesk4

  4. Cut and paste the following code in the Content Box.

    <center><a href="#" onclick="return SnapABug.startLink();"><img src="<a href="https://snapabug.appspot.com/statusImage?w=">https://snapabug.appspot.com/statusImage?w=</a>{widget_code}" border="0"></img></a></center>

  5. Replace {widget_code} with your own SnapEngage widget code (same as before)

Zendesk5

Adding your newly created widget to a Zendesk page

  1. From Zendesk, click on your user profile picture in the upper-right corner, and select "Go to web portal" from the dropdown menu. This will open your web portal in a new browser tab.

  2. Go to a page where you want to install the SnapEngage widget you've created, look for the link "Edit widgets on this page" on the right-hand side (you may need to scroll down to see this).

  3. Click that link and it will show you a list of the Widgets that can be installed on that page. Select the SnapEngage widget you created above. That should do it!