Zendesk integration

A Zendesk integration will automatically push incoming Textline texts to your Zendesk ticket queue, as well as continuing to house them in your Textline Conversation List.

You can choose to use our Sidebar integration or our Channel integration. 

The Sidebar integration allows you to send and receive Textline messages through a sidebar app within your Zendesk Window. Textline messages will create and update Zendesk tickets, but you will need to continue to use the sidebar to respond. Names and numbers for contacts you're messaging will sync with your existing Zendesk contacts with this integration.

The Channel integration also creates tickets for all incoming messages, but allows you to respond to them directly through the ticket, rather than needing to open the sidebar. Creating tickets will still need to be initiated through the Textline icon at the top of the page. Once the first message has been sent in a Conversation, a Zendesk ticket will be created and your team can view & respond through it. Names and numbers for contacts you're messaging will not sync with Zendesk, so duplicates may be created.

 

To Integrate

To add these integrations, sign into Textline and head to Gear icon > Organization Settings > Tools & Integrations. Click the Zendesk button, then enter your Zendesk subdomain and click Connect.

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Then, sign into Zendesk and download the Textline app from the Zendesk Marketplace. You may need to reload your Zendesk window once this download is complete.

This will automatically turn on the Sidebar integration. If you'd like to proceed with the Channel integration, please see the Channel Integration section below.

 

Sidebar Integration

You should now be able to respond to Textline tickets via the Textline sidebar, which will be visible when you've clicked into an individual Zendesk ticket. You may need to click the Apps button in the top right corner to slide the sidebar out.

 

Channel Integration

To turn on Channel integration:

1. Log in to Zendesk and head to your Admin section (Gear icon)

2. Click Channel Integrations in the left menu 

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3. Select the Textline icon 

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4. Click into the Accounts tab, and click the Add Account button 

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5. Name your integration, and enter your Textline login info. Click Submit when ready. 

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6. When the page reloads, you should now see Textline in the accounts section. 

Once that's set up, new incoming messages will create tickets in your Zendesk queue, and you can respond to those messages directly through the Zendesk ticket. 
 
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Creating tickets will still need to be initiated through the Textline icon at the top of the page, but once the first message has been sent in a conversation, a Zendesk ticket will be created and your team can view & respond to text messages through it.
 

Watch the tutorial video on Zendesk Integration here