How to set up the eTrusted Smart Integration for Zendesk?

Would you like to book the eTrusted Smart Integration for Zendesk? If you would, please fill out the contact form on this website: The eTrusted Smart Integration for Zendesk
To install and set up the eTrusted Smart Integration for Zendesk, you will need admin permissions in your Zendesk system. If you do not have admin credentials yourself, please contact the Zendesk admins within your organization.

Create API Client Credentials

Before you can begin installing the eTrusted Smart Integration for Zendesk, you will have to create your API Client Credentials in the eTrusted Control Centre. These are credentials that you will need during the installation. Create the API Client Credentials with the help of this article: How do I create API Client Credentials?

Afterwards, please return to these instructions.

Download and install the eTrusted Smart Integration for Zendesk

Download the eTrusted Smart Integration for Zendesk via the download link you received from us by email following your booking.

The current version of our integration needs to be installed manually. In Zendesk, go to the Admin section by clicking on the gear wheel (⚙️) at the bottom of the main navigation. Under Apps, click on Manage > Upload private app:

Zendesk_setup_01.png

  1. Enter a name for the eTrusted Smart Integration for Zendesk (e.g. "Trusted Shops") and click on Choose File. Select the zip file you have downloaded from us and press Upload:

    Zendesk_setup_02a.png

  2. Confirm the upload once again after reading about potential risks:

    Zendesk_setup_02b.png

  3. Once the integration is uploaded to Zendesk you can see its details. Enter the API Client Credentials (Client ID and Client Secret) that you created earlier and press Install to complete the installation:

    Zendesk_setup_02c.png

Establish the connection to your Trusted Shops channel(s)

  1. After installation you find the eTrusted Smart Integration for Zendesk under Channels > Channel integrations within the Admin section. Click on the gear wheel (⚙️) at the right of the entry and select Edit:

    Zendesk_setup_03.png

  2. In the edit view switch to the Accounts tab and click on Add account:

    Zendesk_setup_04.png

  3. Enter a name for your integration and once more the API Client Credentials (Client ID and Client Secret) that you created earlier. The name you enter will be shared with Trusted Shops and is used to identify your company. Press Connect to establish the connection to your Trusted Shops data.

    Zendesk_setup_05.png

  4. In the next step you can see a list of all of your channels.

    1. Please select the channels you would like to manage from within Zendesk.
    2. Now select all the star ratings for which you want tickets to be created. Any selection is possible.

    If you would like to have different teams work on bad and good ratings, for example, or if you would like to differentiate between your channels, that is possible, too. To establish a workflow in which tickets are assigned to dedicated teams, please set up one account per use case.

    If, for example, you want to set up a separate view for each channel, don’t select all channels at this point but only one channel. Finish the configuration for this channel by following steps 5 and 6. Then follow steps 1 to 6 for each of the other channels individually. This will result in several active account being added. Using the standard Zendesk functionality, you will then be able to set up the views for each account as required.
  5. Finally enter the number of reviews you would like to import from your eTrusted account. This number can be between 1 and 50. Tickets will be created accordingly. By importing at least one review you can test the function of the integration instantly without having to wait for a new review to come in.

  6. Click "Save" once everything is set up to your preferences.

    Zendesk_setup_06.png

Congratulations!

You have successfully set up your eTrusted Smart Integration for Zendesk. Starting now tickets will be created for incoming reviews that match the criteria you configured.

How to proceed?

Use the known Zendesk functions to manage your Trusted Shops review tickets and implement them into your established workflows.

In these articles, you can learn how to use the eTrusted Smart Integration for Zendesk, how to assign ticket, and how to use the built-in analytics options:


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