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.

Three steps are required to set up the eTrusted Smart Integration for Zendesk:

  1. Create API Client Credentials
  2. Download and install the eTrusted Smart Integration for Zendesk
  3. Establish the connection to your Trusted Shops channel(s)

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.

  1. Create API Client Credentials using the following guide: How do I create API Client Credentials?
  2. Return to this guide to set up your eTrusted Smart Integration for Zendesk.

Download and install the eTrusted Smart Integration for Zendesk

  1. Download the eTrusted Smart Integration for Zendesk.
You will have received the download link from us by e-mail after your booking.
  1. Open your Zendesk system. Click on the gear symbol within the main navigation.
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  2. A new overview will open up. Click on the four small boxes (01_16x16.png) in the upper right corner of the overview. Then click on "Admin Centre" (02_16x16.png).
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  3. The Admin Centre will open up. Within the navigation, click on "Apps and Integrations" (01_16x16.png). Then, click on "Zendesk Support Apps" (02_16x16.png).
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  4. The "My Apps" overview will open up. Click on "Upload private app".
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  5. The "Upload app" overview will open up. In the "App Name" (01_16x16.png) field, enter a name for the eTrusted Smart Integration for Zendesk (e.g. "Trusted Shops"). Click on "Choose File" (02_16x16.png). Select the previously downloaded zip file in the window that will now open. Click on "Upload" (03_16x16.png).
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  6. The "Creating a new App" overview will open up. Click on "Upload". The eTrusted Smart Integration for Zendesk is now uploaded.
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  7. The "Installation" overview will open up. Enter your previously created API Client Credentials – Client ID and Client Secret – in the fields provided (01_16x16.png). Tick "Activate related product reviews" (02_16x16.png), if you collect product reviews with Trusted Shops. Click on "Install" (03_16x16.png).
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The eTrusted Smart Integration for Zendesk is successfully installed.

Establish the connection to your Trusted Shops channel(s)

To ensure that the reviews you have collected can be transferred to your Zendesk system, you must establish a connection to your Trusted Shops channels after installing the eTrusted Smart Integration for Zendesk.

  1. Within your Zendesk system, open the "Admin Centre".
  2. Within the navigation, click on "Apps and Integrations" (01_16x16.png). Then click on "Channel apps" (02_16x16.png).
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  3. The "Channel integrations" overview will open up. Click on the gear symbol (01_16x16.png) next to the "Trusted Shops" entry. Then click on "Edit" (02_16x16.png).
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  4. The editing display of the integration will open up. Open the "Accounts" tab (01_16x16.png) and click "Add account" (02_16x16.png).
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  5. The "Add account" overview will open up. Enter a name for your integration in the "Name of Integration" field (01_16x16.png). Additionally, enter your previously created API Client Credentials – Client ID and Client Secret – in the fields provided (02_16x16.png). Then click on "Connect" (03_16x16.png).
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The name entered in the "Name of Integration" field is passed on to Trusted Shops and serves to identify your company.
  1. A list of all your channels will open up. Select the channels (01_16x16.png) that you want to manage in Zendesk. Moreover, select all the star reviews (02_16x16.png) that tickets should be created for. Any selection is possible.
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For example, if you want to have good and bad reviews processed by different teams, or if you want to make a distinction between your channels, that is also possible. To set up a workflow in which tickets are assigned to dedicated teams, please set up one account per use case.
For example, do you want to set up a separate overview for each channel? Then at this point, do not select all channels, instead only select a single channel at first. Complete the configuration for this with the following steps 7 and 8. Follow steps 1 through 8 for each channel separately. This will add multiple active accounts. Using Zendesk's standard functionality, you can then set up the overviews for each individual account based on your preferences.
  1. In the field "How many of your latest service reviews do you want to import?" (03_16x16.png), you can enter the number of reviews that you want to import from your eTrusted Account.
This number can be between 1 and 50. The tickets are created accordingly. By importing at least one review, you can immediately test the integration's functionality without needing to wait for a new review.
  1. Click on "Save" (04_16x16.png).

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

How to proceed?

Use the familiar Zendesk features to manage your Trusted Shops review tickets and implement them in your established workflows.

In these articles you will learn how to use the eTrusted Smart Integration for Zendesk, how to assign tickets, and how you can use the integrated analytics options:


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