Receiving extra context and ticket tags on Zendesk

 

SnapCall enables you to receive extra context concerning calls customers launch from your website or mobile application directly in Zendesk tickets. To receive information like the customer's first and last name, their email address, phone number, or any other additional information, a simple code configuration has to be made. 👩‍💻

 

Here's what to do:

Once you've started using the SnapCall solution, your team added a JavaScript snippet to your website code to display a call button for your customers. This has been done either via Google Tag Manager or by merely copying the snippet from your Snapcall dashboard to between the body tags in the source code of your website.

Screen_Shot_2020-02-27_at_10.50.05.pngAn example on where to paste extraContext function on Google Tag Manager (GTM).

 

To receive customers' information directly in Zendesk tickets, extraContext function has to be added to the source code of your website or mobile application. Here’s a link to our documentation, explaining how to receive customer’s data in Zendesk.

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An example of extraContext function, which you need to add to your website's source code.

 collage.png
This is how customer's data is displayed when receiving a call on Zendesk

 

Our latest release creates a new feature when the extraContext function is used, and new parameters are passed. The new parameters are called: `custom_fields` and `tags`, which provide an opportunity to add custom fields to store customers' data in Zendesk ticket's custom fields and use this data later. The latest release has also enabled adding new tags to the tickets to be able to filter tickets by their tags. The main goal is allowing you to use SnapCall as a tool to store extra information, not related to SnapCall in Zendesk tickets. For example, you can use a third-party application for data analytics and use SnapCall to transfer this information when an event on your website occurs.

 

To configure these new features, you need to use the extraContext function with the following parameters custom fields and tags.

Screen_Shot_2019-10-23_at_17.28.13.png
Here's an example of an implementation of the extraContext function with custom fields and tags included. Regarding custom_fields function, `phoneNumber` is a key and `+3312345678` is a value.

 

The second step is creating a new custom fields on Zendesk, so once the call is launched, SnapCall app displays information set-up on the extraContext function. Keep in mind that if you want to use custom fields created from other applications you're using on Zendesk, you can skip this step.

Follow these steps to create your custom fields on Zendesk:

 

  • Go to Admin.

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  • Press Ticket fields.

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  • Click on Add field to create a new custom field.

Screenshot_2019-10-22_at_15.36.15.png

  • Once you create a new ticket field, choose the field type.

Screenshot_2019-10-22_at_15.36.29.png

  • Add details of a new custom field and click Save.

Screenshot_2019-10-22_at_15.53.12.png

 

Once you have completed the steps above, customers' data you transfer using custom fields feature won't appear on the right ticket sidebar anymore.

 

This is where customers' data will be displayed once this feature is enabled:

 collage3.png The `phoneNumber` key that has been indicated in the `custom_fields` function above, can be visible in the last picture corresponds to `phoneNumber` as key and `+3312345678` as value.

 

Ticket tags would appear as usual:

Screen_Shot_2019-10-23_at_17.29.34.png

Now you’re good to go! 🚀

 

How do I start with SnapCall?

SnapCall provides you an opportunity to try our technology entirely free for 14 days. Create an account and start your free trial. In case you need any assistance, reach out to our team via support@snapcall.io.