Zendesk can have applications installed into it to enhance its capabilities. Here at GitLab, we use quite a few apps to help make Zendesk even better!
Zendesk applications tend to come from one of two areas:
Applications can be run in a great many places, but the traditional locations are:
You can see more resources on application locations via the Zendesk Developer Manifest Reference documentation.
Advanced Search is an app that provides a simple visual interface for constructing complex search queries against tickets, users, and organizations (orgs). It also enables you to export the search results in a CSV format.
This is a GitLab built app that allows you to customize what the Due Date for a Task ticket is set for. By default, Zendesk only allows setting the date. This enables you to set the date, time, and timezone.
This app acts as a bridge between the files uploaded via support uploader and Zendesk.
Powered by state-of-the-art AI and a worldwide community of translators, Unbabel delivers translation at enterprise scale. We help you serve customers in any language, with fast, native-quality translations of your customer support tickets in Zendesk.
The languages we support in tickets at this time are listed on the GitLab support page.
Every Agent profile in Zendesk needs to be individually configured so that only tickets submitted in the supported languages are translated. To do this:
Scroll to the Unbabel app and click on Settings.
Click on Languages and check the box on all languages in the list except for those languages supported by GitLab in tickets.
To request a translation automatically, simply reply as you normally would as an internal note with the #unbabel hashtag included at the top of your content. As per our working with tickets workflow, please remember to assign yourself to the ticket if the ticket doesn't currently have an assignee when you respond.
Please also ensure that the
unbabeled tags are included, otherwise your response might not be translated
automatically. Should this happen, you will need to add the missing tags, and
create a new internal note with the #unbabel hashtag included at the top of
Once you submit your response, it may take several seconds for Unbabel to automatically translate your internal comment, but it can take several minutes if a human is required to manually translate your internal comment. To view the status of the translation, you can open the Apps sidebar in the ticket, and scroll down to the Unbabel for Zendesk Support box.
After a translated response has been sent to the customer via Unbabel it is
necessary to manually set the ticket status as Pending since Unbabel will
incorrectly set the ticket status as Open. You must do this with an empty
comment (remove any
#unbabel added by the plugin, before you Submit as
The highlighted code can be skipped for translation by adding 3 brackets around the text:
<<< text/code >>>
The above can also be used to protect sensitive information from a human translator when sending a translation request.
Sometimes Unbabel is triggered if a customer's signature was written in a language that requires translation but the customer replies in English, and the translation is not needed. In this case, there is a way to disable Unbabel in this specific ticket:
From now on, Unbabel will not be triggered in this ticket.
If for some reason you have difficulty in understanding the automated
translation, an actual human intervention can actually be requested. Simply
click the link
Can’t understand the translation? in the Unbabel app box and
this will send your response for translation to Unbabel editors.
As indicated in the training session, please keep in mind of the following best practices when writing a response for translation.
passwould differ to a
Unbabel relies on two Zendesk triggers to work properly. These should never be changed, as it can cause significant problems.
This app helps work SaaS Account tickets. It can do the following via manual intervention:
It will also automatically work new SaaS Account tickets if the Problem Type is one of the following:
Both types can result in an automatic reply, so give the app a chance to activate and do the work before updating the ticket!
This app takes what was in the Risk Factor Worksheet and transcribes it into a side panel. As you check the various boxes, it adjusts the Risk Factor score. Once you are done checking boxes, you can then have the app make an internal comment on the ticket showing your work!
The Reminders App appears in the navbar and allows the agent a more specialized view of tickets they are involved in. It currently shows:
It also allows you to quickly manage your tasks by seeing the notes you have left for said task, when it is due, and a button to quickly mark the task as done (remove the notes and due date).
This uses the ticket subject to search for other tickets with a similar subject. This helps to locate potentially related tickets you can check to see how they were solved.
This allows for redacting content in a ticket. You input a string or URL for the app to check for. If it finds it, it removes said string and inserts a black bar over the string (if an attachment, it replaces the attachment with a redacted text file).
This app looks in Salesforce and GitLab.com for a contact or account based on the requestor’s email address and provided GitLab.com username. If it finds a GitLab.com account, it will present some basic account information as well as the membership of the user (and the corresponding plans of said memberships).
This app uses the Organization field
AM Project ID to check for an existing
Account Management project. If it finds it, it will then link to that
project’s Architecture Diagram.
NOTE: The AM Project ID field is manually populated. To get that added in, you would want to submit a Support Ops Project issue.
Gainsight aggregates and turns disparate customer data from multiple sources into a single source of truth. This is largely used by the Sales team, but it might contain some information about the Organization that could prove useful.