We revamped 'Help Center to Support' using the most recent API 2.0 and Channel Integration framework. As Zendesk rebranded its Help Center and called it Guide, we followed and called our app 'Guide to Support'.
If you are still interested in receiving and replying to comments to articles/posts in regulars tickets, join our beta. Before you do, read the description of the new application.
We are happy to present the 'pre-release' version of the application that we called "Help Center to Support' or 'HCS' for short. This app lets your agents receive and answer users’ comments posted in the Help Center directly in your agent’s interface (aka Support).
In other words, it converts user comments to articles in Knowledge base, and converts posts and comments in Community into regular tickets. So, it lets your agents receive and answer users’ comments posted in the Help Center directly to the agent’s interface. The initial public user’s content can be moderated, and follow-up conversations can be held in private mode in regular tickets.
- Team (to be tested)
- Professional (to be tested)
- Enterprise (for communities and knowledge bases containing a lot or records there may be problem with the limit of API requests)
Because of some technical limitations of Zendesk API you will need to disable automatic content moderation in the Help Center to run the application. If for some reasons you are not ready to do so, we suggest you not to use this application.
Main setup (application)
- Go to Apps → Manage → Upload private app and upload the zip-file attached to this article (name it 'Help Center to Support').
- Go to Admin → Channels → API to create a new token (name it 'Help Center to Support') and copy it (⌘+C or Ctrl+C).
- Open any existing ticket in Support and go to the Apps panel (the button 'Apps' in the upper right corner).
- Find the 'Help Center to Support' app and fill in the 'Sign up' form by providing the following data :
- Provide email of a Zendesk user with administrator rights.
- Set a password other than the one used to login in Zendesk.
- Paste Zendesk API token previously created and copied (⌘+V or Ctrl+V).
Your application is now set up. Now refresh the application or the page and start using Zendesk as usually. No special actions are required. Just proceed the tickets from Help Center as regular ones.
Additional setup (triggers)
Since the users' content is no longer pre-moderated in your Help Center you can use the app to post-moderate it. There are two options available:
- Moderate a user’s content
If you believe the received message does not belong to Help Center (it violates your content policies or you want to reply to the user privately), you may delete it. By choosing this option, you will remove the user’s post and/or comment(s) associated with this ticket from the Help Center.
If you decide that an exchange of messages with the user should not be public or has no value for others in the Help Center, then you can delete the whole conversation.
By choosing this option, you will remove all of the user’s posts and/or comments and the agent’s comments associated with this ticket from the Help Center.
In both cases the ticket itself will not be deleted and the users will continue to receive agents' messages privately, unless you intentionally delete the ticket.
Now and until the end of beta testing period the application is free of charge. After release it will cost $19 per month per account (with no limitations by number of agents!) with a 14-days free trial. If you want to use the application in beta and later decide to purchase it, you will probably need to reinstall it after the final release.
Enjoy the beta! :-)