Plans and permissions:
- Connect Zendesk Support: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
- Set up queues for Zendesk Messaging tickets: Admin role, or a custom role with Queue configuration set to Can configure queues
Use the Zendesk Support integration to forecast, staff, and report on your Zendesk Messaging conversations in Assembled. Zendesk Messaging tickets come in through Zendesk Support, so there’s nothing extra to connect. This article covers what’s different about messaging tickets.
To check your Zendesk connection, go to Configure > Third-party integrations.
How Zendesk Messaging tickets work in Assembled
- Messaging tickets are Zendesk Support tickets, so they sync with the rest of your Zendesk tickets. If you haven’t connected Zendesk Support yet, see Connect Zendesk Support.
- By default, messaging tickets go into the Email channel. To put all or some of them in the Chat channel instead, contact our team.
- When messaging tickets are in the Chat channel, a chat starts when the ticket is created and ends when it’s solved. They’re counted from Zendesk Support even if you also connect Zendesk Chat, so they aren’t counted twice.
- First response time for messaging tickets is measured to the second.
- Handle time covers the whole Zendesk ticket. If a conversation starts in messaging (5 minutes) and continues as a Zendesk Support follow-up (1 hour), its handle time is 1 hour 5 minutes.
- If a messaging ticket is assigned to one team member and then escalated to another in a Zendesk Support ticket, the second team member is the assignee and gets credit for it.
- In Team performance, Messages sent counts only the email follow-up messages team members send.
Prepare your Zendesk Messaging tickets
If you’ll split messaging tickets into several queues in Assembled, check with your Zendesk admin that each ticket has the field you’ll split on: Group Id, Ticket Tag, Ticket Form Id, Brand Id, Via Channel, or Ticket Type. For background, see Zendesk’s About ticket fields.
Set up queues for Zendesk Messaging tickets
Go to Configure > Queues and exclusions and add queues with rules for the Zendesk platform. For the steps, see Queues and exclusions.
To match messaging tickets, you can use Via Channel, for example with the value native_messaging. You can also use Brand Id, Group Id, Ticket Form Id, Ticket Tag, and Ticket Type.
Tickets with no channel aren’t brought into Assembled.
Track agent states for Zendesk Messaging
To track adherence for team members working in Zendesk Messaging, choose one of these:
- Zendesk unified agent statuses, if your team members set their status in Zendesk’s unified agent status. See Zendesk unified agent statuses.
- The Assembled App for Zendesk, which tracks what team members are doing in Zendesk. See Set up agent states for Zendesk.