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.
App information:
A plugin controlled app that can do several things Zendesk related
The current plugins are:
This 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.
You can also set the Due Date Note and disable (or enable) task notifications using this app.
This searches for tickets under the organization that have been escalated within the last 6 months.
This looks for tickets related to the current one based off the category (or subcategory) the ticket is currently using. It then displays up to 5 of them (sorted by the update_at value of the ticket, descending).
A simple app to create FTP credentials for a ticket.
Displays attachments present on the ticket.
App information:
A plugin controlled app that can do several things GitLab related
The current plugins are:
This lets you search gitlab.com for a username or email. It then displays information based on the results.
This lets you search gitlab.com for a namespace. It then displays information based on the results.
This checks the organization for a collaboration project ID. If one exists, it then provides a link to said project.
This creates a usable form to checking if a 2FA verification has passed. It calculates the Risk Factor from the Data Classification and modifies it to reflect the passed challenges.
This searches mailgun for suppressions from bounces (note it does not do it on complaints or unsubscribes). It will display the results (with the message for the suppression).
It also gives the option of removing the suppression (if one if found). Doing so deletes it from mailgun and adds an intenral comment on the ticket with the results of the suppression deletion.
This app checks the Fieldnotes project for any existing Issues which reference the current Zendesk ticket ID. If no existing Issues are found, then agents are able to create a new Fieldnotes Issue from directly within the Zendesk ticket.
App information:
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.
App information:
The languages we support in tickets at this time are listed on the GitLab support page.
Within Unbabel
Every Agent profile in Zendesk needs to be individually configured so that only tickets submitted in the supported languages are translated.
To do this you can use a javascript snippet created internally.
You can also do the configuration manually by following these steps.
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 unbabel_en, unbabel_reply,
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
your content.
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
Pending).
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:
Change the Customer language to English.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.
pass would differ to a boarding pass.Unbabel relies on two Zendesk triggers to work properly. These should never be changed, as it can cause significant problems.
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).
App information:
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).
App information:
This app incorporates Mechanizer into Zendesk.
App information:
This will enable an agent to mark when they are out of office in Zendesk, which then updates tickets and makes it visible in the views.
Managers are also able to do this for their reports.
App information: