Zendesk integration

This article explains how to set up and configure Zendesk with Bigblue application.

Why this integration?

You will be able to:

• improve your support team productivity
  • With direct access to order information like the status or tracking number in your Zendesk sidebar, you no longer need to switch back and forth between Bigblue and your support center
  • You have one-click access to the order and Support Requests with Bigblue
• We alert you for Bigblue events via private tickets to help you be proactive
  • Incorrect addresses can be solved faster
  • You can contact every buyer who gave a bad rating on the delivery satisfaction survey for follow-up questions and care. With Zendesk Triggers, you can also automate the process.

A. How to add Bigblue app for Zendesk

B. Setup alerts

A. How to add Bigblue app for Zendesk

1. First, go to the Bigblue App

• Go to Settings, in the “Apps” section and click on “Manage Apps”

• Follow the flow to connect Zendesk. You can click both on “Connect an app” or on the “Connect” button facing Zendesk.

• You’ll be asked to add your Zendesk subdomain

• Contact our support team letting them know you’re trying to install the Zendesk integration, we will generate a token for you.

1. To use your token:

• Visit the Zendesk marketplace, and search for the Bigblue App. You can also access it directly via https://www.zendesk.com/marketplace/apps/support/816368/bigblue/
• Click on Install and add your Zendesk domain

• You’ll be redirected to Bigblue’s Zendesk settings. Here paste the token you received in the Bigblue token field.

• Finally click on Install

1. To see the widget in your app sidebar

• Open any ticket
• Click on the Apps section of the Sidebar

• Refresh the page.
• You’ll see the Bigblue Widget 🤘

🚀 You’re all set 🚀

B. Setup alerts

Alerts are available for those three events:

• Order in Action Required
• Negative rating on Buyer Satisfaction survey — with comment
• Negative rating on Buyer Satisfaction survey — without comment

1. How to activate your alerts

• First, go to your Settings, then Manage Apps and click on Zendesk

• Select the events that trigger alerts on Zendesk
• Select shops you want to receive alerts for

• If you leave it empty, alerts will be activated for all shops

2. How to create workflows with Bigblue alerts

After configuring workflows, tickets will be created automatically in your support when those three events occur.

• Alerts are tagged as this :

• You can configure automatic workflows using these tags. Here is the process to do so :

  • You need to go to Admin Center / Objects and rules / Triggers / Add trigger 

    

    

F.A.Q.

• I have multiple shop integrations and I don’t want to receive alerts for all orders in Zendesk. How can I do?
  • In case you have multiple Zendesk accounts for all the countries where you operate, you can use the Shop filter to filter alerts + widget data