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User Guide v1.2
Zendesk Connector by Wagento Commerce
USER GUIDE
User Guide v1.2
Before we start for configuration first let’s confirm that you have setup the configuration correctly. to setup the configuration please download installation guide.
Admin Configurations:
We can manage and configure zendesk by following admin paths:
1. Admin >> Zendesk >> Configuration to manage configurations. 2. Admin >> Zendesk >> Tickets to manage the ticket created by customers.
User Guide v1.2
Configuration: Please follow installation guide to manage the configurations.
Ticket Configuration:
Global Configuration
• Default Value for Type: This will automatically choose by default the type of ticket
that will be created whenever your customers create a ticket from the ‘contact us
form’ in Magento 2
• Default Value for Status: This will automatically choose by default the type of ticket
that will be created whenever your customers create a ticket from the ‘contact us form’
in Magento 2
• Default Value for Priority: This will automatically choose by default the type of ticket
that will be created whenever your customers create a ticket from the ‘contact us form’
in Magento 2
• Include Order Number: Enabling this will add the order number in the ticket created if
the customer is a registered user in Magento 2.
We can see the default value of type, status and priority of the ticket in Admin >> Tickets >>
Grid.
User Guide v1.2
Frontend Options:
This section is for controlling the different features that a Magento customer can use
and see in the Magento storefront
• Show Ticket List in Customer Account Menu: It make visible My Tickets link in the
customer dashboard to view existing tickets for that customer.
User Guide v1.2
• Show Recent Ticket in Customer Dashboard: It shows recently created tickets on
frontend customer account dashboard at bottom of the content below the recent orders.
• Show Order’s Ticket in Customer Account: It shows the tickets order wise, like if
customer has generated order related ticket then customer can see that ticket in order
view section.
User Guide v1.2
• Add “Open Ticket” Action To Order List: Allows the customer to create a ticket from
the Order list. Tickets created here
• Customer Can Comment in Ticket: It Allows the customer to comment in a ticket in
Magento 2.
• Create Ticket from Contact Us: It creates support ticket when a customer fills up
the contact us form.
User Guide v1.2
User Guide v1.1
Backend Options:
1. Show Support Tickets In Customer View: Allows the Magento admin to view the
customers’ tickets in the customer information page.
2. Show Support Tickets In Order View: Allows the Magento admin to view
customers’ tickets linked to an Order.
User Guide v1.1
End-user Configuration:
This include customer synchronization settings that will be used in Zendesk portal:
User Guide v1.1
1. Synchronize Customers: Allow the integration to automatically create a Zendesk
user when a Magento customer is created. you can see it on admin path : Admin >> System
>> Integration.
2. Attributes to Sync: Allows the integration to automatically fill up selected custom
fields in Zendesk for the Magento Customer.
● Synchronize Customer Button: Manually copy all Magento 2 customers to Zendesk. once this configuration is synced we can see customer details on zendesk portal. like above screenshot.
User Guide v1.1
Help Center Configuration:
● Display Link To Zendesk Support in Magento Footer: Displays a link in the footer
of the Magento store that links to the Help Center of the Zendesk instance.
User Guide v1.1
● Include Web Widget: Displays the Zendesk Web Widget in the lower right
corner of the Magento storefront.
User Guide v1.1
Magento 2 Connector in Zendesk
● Install App Button: Clicking this will automatically install and setup the Magento 2 App in Zendesk
Support to display order information of a customer. make sure your website has SSL certificate.
● Order Number Display Limit: Sets the maximum number of orders that can be displayed in the
Magento 2 app.
User Guide v1.1
Support
If you experience any issues or errors while using the extension, please open a ticket by sending a detailed e-mail to support@wagento.com. Be sure to include your store’s Web address (URL), PHP version, Magento version, a full description of the problem including steps to reproduce it and any other relevant information. We do our best to respond to all legitimate inquires within 48 business hours.
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