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Offer video support with Zendesk

Ever wanted to try video support? If you're currently using Zendesk to offer email or chat support, you can supplement these channels by connecting it to a videoask to start having asynchronous video conversations with your customers.

When paired with a multi step videoask and conditional logic, this offers a powerful method to qualify support tickets or customer inquiries before they arrive in your support queue. 

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How does the integration work?

Once connected, any new tickets or inquiries submitted to your videoask will appear in your Zendesk queue with a link to reply to the respondent in VideoAsk. After replying to a customer in VideoAsk, the transcription of the agent's response will automatically be added to the ticket's conversations in Zendesk.

Note: Currently this integration only connects to Zendesk Support, not other Zendesk products. 

Jump to:

View responses in Zendesk

Reply to video tickets

Edit the integration

Disconnect your videoask

FAQ

Connect to Zendesk

1

From your support videoask, click the Connect icon

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2

Scroll down to Zendesk and click Connect

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3

Click New authentication

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4

Enter your Zendesk subdomain and click Create

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Note: Your Zendesk url will be formatted as https://mysubdomain.zendesk.com. Enter only the "mysubdomain" portion of the url.

5

If prompted, sign in to your Zendesk account and click Allow to authorize this authentication

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6

Click Finish

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View responses in Zendesk

1

Once connected, any new responses to your videoask will generate a new ticket in Zendesk with the customer's contact information and response data for each step of your videoask.

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This also includes new replies from an existing conversation with a customer in VideoAsk that was started prior to setting up the Zendesk integration. When this happens the ticket will be backdated to the initial response date and will include all interactions in the ticket transcriptions.

Note: If a respondent submitted a response without an email address, the ticket will be associated with a Human (anonymous contact) in Zendesk.  

2

Once the first response has been received in Zendesk, two new fields will be created for VideoAsk Contact ID and VideoAsk Form ID. Do not remove or edit these fields.

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3

New tickets created in Zendesk from VideoAsk will be assigned the tags videoask and va_form_id<formid>.

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If you have included variables in your videoask, these will also be added as a tag to your Zendesk ticket as va_hidden_<variable-name>:<value>

So for example, a variable of #source=facebook used in your videoask will add a tag of va_hidden_source:facebook to any tickets generated from that videoask in Zendesk.

4

The answers to each step will be displayed, including the transcript of any audio or video messages that have been submitted.

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5

To view a ticket in VideoAsk, click See full response on VideoAsk

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This will show you the videos and responses from this respondent to each step of your videoask via a publicly shareable url:

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Note: To access this link, you will need to make your videoask public.

Reply to video tickets

In the Zendesk ticket, you have two links that can be used to reply to your videoask tickets.

1

Click Go to contact on VideoAsk to open your videoask inbox and view your interaction before replying

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Then click Reply to start recording

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2

Alternatively, you can open the recording window directly from Zendesk. To do this, click Reply on VideoAsk

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3

Record your video message. If needed, use notes to remember what you want to say. When you're happy with your recording, click Yes.

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4

Add any desired links or notes in the overlay text and click Send reply.

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5

Once your video reply has been sent to the customer, a note and transcription of your video will appear on the Zendesk ticket conversation.

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Note: Transcriptions may take a few minutes to finish processing, so your response in VideoAsk may load before the conversation transcription in Zendesk appears.

Edit the integration

If you'd like to switch which Zendesk account your videoask is connected to, you can repeat the authentication process by editing the integration in the connect panel.

1

From your support videoask, click the Connect icon

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2

Next to the Zendesk integration click Edit

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3

Update any desired information and click Finish

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Disconnect your videoask

If you would like to stop sending videoask responses to your Zendesk queue, you can disconnect it at any time. 

1

From your support videoask, click the Connect icon

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2

Next to the Zendesk integration click Disconnect

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FAQ

Can I connect more than one videoask to my Zendesk account?

You sure can! If you're using different videoasks in multiple locations, but would like them to all end up in the same queue, just go through the steps above to connect each videoask to the same Zendesk account.

What if a customer doesn't want to submit a video ticket?

In VideoAsk the creator must send a video reply, but customers can choose whichever response format they feel the most comfortable with.

When using the open ended answer type in your support videoask, make sure to enable all three formats (text, audio, and video) to give the widest range of flexibility for different customer preferences.

What happens when it's the same customer with different contact information?

Tickets in Zendesk are tracked by the email address of the contact. If a respondent submits a new response to your videoask with different contact information (ie "Daniel" instead of "Dan"), but the same email address, these tickets will be still be grouped within the same contact in Zendesk.

When this happens, a note that the user submitted their response with new contact details and the tag va_review_contact_details will be added to the ticket.

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Similarly, in VideoAsk this will create a new interaction but with the same contact.

How can I qualify support tickets?

If you want customers to provide specific information before submitting a ticket, you can prompt them to answer questions about their problem or experience with a multi step videoask and conditional logic.

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Depending on their answers, you may be able to coach them through the troubleshooting process via video before they even speak to a support agent. For this process, you could create one videoask for the initial point of contact, and if they qualify for troubleshooting before speaking to an agent, redirect the customer to a second troubleshooting videoask.

If visuals will be helpful for your agents to solve a problem (or to offer support), don't forget to prompt customers to share their screen or record a video of the problem they're experiencing.

Have any specific questions or concerns about using VideoAsk for support? This has been our primary method for support since the beginning of the product, so we're happy to share what we've learned! Ask us anything and see it in action ⤵️

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