Seller Helpdesk – Zendesk integration

Objective

Help Sellers to quickly report issues to the Venture by providing Zendesk integration in Seller Center.

Allow Sellers to submit tickets within the Seller Center application rather than having to go to the Zendesk site.

 

Workflow

Create ticket

  1. Zendesk administrator configures a form in Zendesk. (Venture responsibility)
  2. Seller Center renders the form based on this configuration. (automatically done, when connection is correctly configured)
  3. Seller provides all required information by filling out the form in Seller Center.
  4. This data will be sent to Zendesk and a ticket will be created on Zendesk site.

Update ticket

  1. Venture replies to the ticket in Zendesk. The comment is shown to Seller in Seller Center environment.
  2. Seller replies to the ticket in Seller Center. The comment is shown to the Venture in Zendesk. The status of the ticket is changed to Pending (Seller Center) and Open (Zendesk).

Close ticket

  1. Seller clicks on button “Resolve”. The status is changed to Resolved (Seller Center) and Solved (Zendesk).
  2. After defined time, Zendesk automatically changes the status to Solved (Zendesk). Such ticket cannot be reopened nor commented in Zendesk nor in Seller Center.

 

Ticket statuses

Seller Center status Zendesk status Actions available in Seller Center
Pending Open  Comment, Resolve
* any other unmentioned statuses
Resolved Solved  Comment, Reopen
Closed  N/A, just new ticket can be created
Deleted  N/A, just new ticket can be created

 

Status transitions

Action in Seller Center moves to Seller Center status moves to Zendesk status
Comment Pending Open
Reopen Pending Open
Resolve Resolved Solved

 

Settings

In order to integrate Zendesk in Seller Center, the following configurations need to be set:

Critical KnowledgeIf you want to enable Zendesk integration with Seller Center, please raise a TMLSD ticket. The parameters that need to be enabled are below:

  • seller_help_desk/enabled: activation of the feature, will be set by the Seller Center maintenance team
  • seller_help_desk/subdomain: the subdomain for Zendesk (provided by Venture)
  • seller_help_desk/username: the agent/admin Zendesk account ID on whose behalf the ticket will be created (provided by Venture)
  • seller_help_desk/token: a token for Seller Center for Zendesk (provided by Venture)
  • seller_help_desk/ticket_fields_update_frequency: Please specify how often the fields configuration will be checked on Zendesk-side. Per default every 30 min Seller Center will automatically check on Zendesk side, whether the fields got changed. It is possible to change this default value, to check more or less frequently.

Setup for Admins

After the feature is activated, admin users should configure and publish “seller_help_desk_header” CMS block under Admin > Settings > Content Management.

Seller Experience

  1. When a Seller faces an issue, they can report it to the Venture using the form in Help > Seller Help Desk
  2. The Seller fills in the form and clicks “OK”
  3. Seller is notified about responses using Notifications