Zendesk

Zendesk

We know that you care about your customers' engagement a lot. If you are using Zendesk to handle the process, you can forward all your crash reports, bug reports and chats to your Zendesk account.

Normally when you reply to your users through Zendesk, they receive your replies as emails. The best thing about linking your Luciq account with your Zendesk account is that your users will receive your replies as emails and in-app as well. You can reply to your users either from your Luciq dashboard or your Zendesk account and in both cases, they will see your replies within your application.

1

Enter your Zendesk host URL and authenticate

First, enter the host URL of your Zendesk dashboard then select Authenticate Zendesk.

2

Approve the integration in Zendesk

Once redirected to Zendesk, click Allow to approve the integration.

3

Configure Organization and Assignee

Set up the Organization and Assignee to forward to. You can also choose which details get forwarded as well.

4

Test the integration

At this point, we just need to test your integration so that we're sure everything is working smoothly.

5

Finalize setup and options

All done! Your integration is now set-up and ready to go. From this final page, you can allow automatic forwarding (don't worry though, this can be reconfigured at any time!) as well as synced replies.

6

Set up comment visibility preferences

You can also enable Internal comments only to post the user report as an internal note instead of a public comment — see Report visibility and requester notifications.

7

Example of forwarded issue in Zendesk

Issues forwarded to Zendesk should look something like this.

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Report visibility and requester notifications

When Luciq forwards a report, it creates a Zendesk ticket and posts two things: the user report — the description your user entered for a bug, or the exception title for a crash — and a debugging data note (device information, logs, user attributes, and so on). The debugging data is always posted as a private internal note — only the user report's visibility is configurable. The ticket's requester is set to the email attached to the report — your end user — whenever the report includes one, so that your replies reach the right person.

Internal comments only

This option controls how the user report is posted (the debugging data is always internal). On the integration's finish step during setup — and on the Edit integration page at any time — use the Internal comments only checkbox (subtext: "We will send the user report and debugging data as internal comments"):

• Unchecked (default): the user report is posted as a public comment.
• Checked: the user report is posted as an internal note, so the whole ticket — report and debugging data — stays internal and nothing is publicly visible.

Requester notifications

Because the requester is your end user, any Zendesk trigger or automation that notifies the requester when a ticket is created will email them whenever Luciq forwards a report. Zendesk's standard Notify requester of new proactive ticket trigger — which fires for tickets created through the API — is a common example. These emails include the ticket's public content, and if two-way sync (synced replies) is enabled, a reply from your end user is added back as a public comment and synced into Luciq as a chat.

If you'd prefer that your end users aren't notified automatically for tickets Luciq creates, review these triggers in your Zendesk account and either:

• add a condition so they skip tickets created by the Luciq integration — for example, match on the API channel (via), the assignee or group you forward to, or a tag; or
• enable Internal comments only so the user report is posted as an internal note and notifications that rely on public content have nothing to send.

Internal comments only changes comment visibility — it doesn't stop a trigger from firing when a ticket is created. A trigger that emails the ticket description rather than its latest public comment may still include the report title, so review your triggers if you need to be certain.