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Zendesk App

With the Zendesk and ProProfs integration you can:

  • Quickly search your ProProfs documentation from Zendesk to help solve support tickets.
  • Easily turn a support ticket into a help topic from Zendesk.

The app is only available for the new Zendesk agent console.

Installing the app

  1. Log in to your ProProfs account (as an administrator).
  2. Click Settings in the toolbar.
  3. Click Zendesk Integration.
  4. Check Turn on Zendesk Integration to enable Zendesk Integration.
  5. Copy the API key provided.
  6. Log in to your Zendesk account.
  7. Click on Manage under "Apps" and select the ProProfs app from the directory. Click on the "Install" button.
  8.  Fill out the following fields in the configuration page for the application:
    • Title: Give the application a name.
    • URL: Enter the URL of the your default ProProfs site such as http://mysite.helpdocsonline.com
    • Post Ticket to ProProfs: Select this option if you want to be able to convert a ticket into a new ProProfs page.
    • Search Options: If you have multiple ProProfs sites, you can select the option to search all of your sites. Uncheck to only search the default site.
  9.  API Key: Paste in the API key.
  10. Click "Install" to complete this process.
  11. Navigate to an existing ticket and expand the "Apps" panel via the button on the top right.
  12. Click the "Refresh" icon in the upper right of the "Apps" panel and the app should show up.

 

Whenever you load a ticket page, the ProProfs app will automatically search your ProProfs documentation.  You can also turn a helpful support ticket into documentation with a single click.