Introduction 🤖
This guide will walk you through the process of setting up a system where users can submit support tickets to Zendesk directly through a Voiceflow agent. This automation streamlines the support process and ensures a smooth experience for your users.
Capturing User Information 🕵️♀️
Before submitting a ticket, you need to gather essential information from the user. Here’s how:
- Name Collection: Use a simple input block to ask the user for their name. Store this information in a variable named “name.”
- Email Capture: Similarly, use an input block to collect the user’s email address. Store this in a variable named “email.”
- Issue Description: Provide an input block for users to describe their issue in detail. Save this information in a variable named “issue.”
Utilizing the Zendesk Function ⚙️
Voiceflow’s marketplace offers pre-built functions to simplify integrations. Follow these steps:
- Access the Marketplace: Go to https://vo.com/functions and search for “Zendesk.”
- Download the Function: Select the “Create Zendesk Ticket” function and download it.
- Import to Voiceflow: In your Voiceflow project, navigate to the “Function” section and import the downloaded function.
Configuring the Function 🧰
Once imported, the function needs to be configured with your Zendesk credentials and ticket details:
- Requester Name: Map this to the “name” variable you captured earlier.
- Email: Map this to the “email” variable.
- Subdomain: Enter your Zendesk subdomain (e.g., “yourcompany.zendesk.com”).
- Zendesk Email: Provide your Zendesk account email address.
- API Key: Find your Zendesk API key in your Zendesk account settings.
- Subject: Set a default subject like “Chatbot Ticket” or allow for customization.
- Priority: Define the ticket priority (e.g., “Medium”).
- Body: Map this to the “issue” variable containing the user’s description.
Testing and Implementation 🚀
- Test Thoroughly: Before deploying, run tests to ensure tickets are successfully created in Zendesk. Use the provided ticket ID to verify.
- User Feedback: Upon successful submission, display a confirmation message to the user, including their ticket ID.
- Error Handling: Implement an error message to be displayed if the ticket submission fails, advising the user to contact support directly.
Resources 📚
- Voiceflow Marketplace: https://link.voiceflow.com/marketplace-youtube – Explore pre-built functions for various integrations.
- Zendesk API Documentation: https://developer.zendesk.com/api-reference/ – Deep dive into Zendesk API capabilities for further customization.
- Voiceflow Docs: https://docs.voiceflow.com/ – Comprehensive documentation for all things Voiceflow.
By following these steps, you can effectively automate ticket submission through your Voiceflow agent, enhancing your customer support workflow and user experience.
