I’ve been using WordPress for a long time now and as I’ve said a few times in the past it’s my favorite blogging platform. One thing that I really like about WordPress is the extent to which you can integrate WordPress into other systems. ZenDesk is a customer service tool that is really cool and useful and for the purposes of this article can be integrated with WordPress. It’s a smart move by ZenDesk because blogs do so much to answer questions for customers that it’s a natural fit that ZenDesk can integrate to help companies that use WordPress to manage their customers.
Step 1: The first thing you need to do is to download the plugin on your WordPress site called, ZenDesk for WordPress and click the “Install Now” link.
Step 2: In order to finish integrating ZenDesk with your WordPress site you’ll need to enter the name of your ZenDesk account similarly to what you see below and click the “Save Changes” button.
Step 3: Once you click the button, you’ll notice a number of options come up as to how to setup your contact form, setting up your dashboard widget visibility for your administrators, editors, authors and more. Also you will see the option for adding the ZenDesk Dropbox. For your information, the ZenDesk dropbox is like a floating contact form that your customers or visitors can use to reach you and ask questions.
Step 4: Now that you’ve done everything to configure this plugin on your WordPress site you can now create cases from comments. To do this you will need to go to your dashboard on your WordPress site, in the ZenDesk for WordPress widget on this dashboard you will need to sign in as if you are signing into your ZenDesk account. Once you’ve done this you should be able to see tickets assigned to you from ZenDesk in this WordPress widget just like what you can see here…
Another thing that you will notice is that when you look at comments on your WordPress blog is that you can convert them to tickets in ZenDesk with the click of a link. When you do click the “Convert to a ZenDesk Ticket” link you’ll see a pop up that allows you to respond back on the comment the customer or visitor made and create a ZenDesk ticket at the same time. It’s a great way to automate blog moderation and case creation at the same time.
Bonus! – Installing ZenDesk Dropbox on your WordPress site
But wait, there’s more… If you are interested in installing ZenDesk’s dropbox on your WordPress site it’s pretty simple to do this from the ZenDesk for WordPress Plugin page. All you really need to do is click on the “Dropbox configuration page” link, setup your Dropbox settings and once you are all finished setting up the settings you are all ready to go.
What Dropbox does is creates a floating feedback form on your site either across the whole site or specific pages that you tag with a template tag and when you are finished customizing it looks like this…
As you can see above, there is a tab called “Support” and when you click on this tab you see the following form on your WordPress site…
Once your visitors finish filling out this form it generates a case in ZenDesk from the comments on this form. From their you and your team can respond to the customer, provide them assistance and escalate the case further if needed.
Final thoughts on the installation of ZenDesk for WordPress
Now I must say that integrating ZenDesk with WordPress was not that easy. It took some research, trial and error and more research to get it to work. If you are trying to do this on your own with limited knowledge and experience you may get a little frustrated that it seems harder than its portrayed here on my blog but if you are willing to take the time, troubleshoot a little and problem solve you should be able to figure it out.
One article that I read that definitely is worth reviewing if you are trying to install ZenDesk for WordPress is called “Setting up anonymous ticket submissions with ZenDesk for WordPress“. The reason why this article can really help you is that the key to integrating ZenDesk for WordPress to do things like creating tickets from comments is based on anonymous ticket submissions and the “Convert to a ZenDesk Ticket” function. Without setting this up the functionality is greatly reduced and I would say makes the ZenDesk for WordPress plugin difficult to find value in.
With all this being said, ZenDesk for WordPress does provide a lot of value, if setup properly and if you are looking for a great tool that allows you to engage customers through your WordPress site this is one that is worth a second look.