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Zendesk Integration with ProProfs Knowledgebase 

How does this integration help me?

 

ProProfs Knowledgebase integrates seamlessly with both versions - Zendesk Classic and New Zendesk. You can use this powerful integration in many ways; such as, search your ProProfs documentation from within Zendesk, instantly convert a Zendesk support ticket into a new help topic in ProProfs, initiate Zendesk tickets from ProProfs with support forms and more. 

 

Search ProProfs documentation within Zendesk

You can easily find helpful documentation when responding to support tickets in Zendesk. For instance, if a customer submits a support ticket with questions about installing a printer driver, you can quickly search your ProProfs documentation, locate the help topic, then reply with the URL of the help topic in the support ticket response.

Convert a Zendesk support ticket into a new help topic 

You can instantly turn Zendesk support tickets into help topics and knowledgebase articles in ProProfs. This helps your constantly improve the documentation in your knowledgebase and ensure that it answers all your customers questions. 

Collect customer feedback & initiate tickets

Collect feedback, feature requests and more from customers in your knowledgebase with an embedded support form. Once customers fill this request form in your ProProfs site,  a ticket for the same is automatically raised in Zendesk.

How do I set it up?

The integration is different for Zendesk Classic and New Zendesk. While the Classic version came with an agent interface and web portal, the New Zendesk comes with an app and help center integration. Use the instructions mentioned below, according to the version you're using. 

 

Zendesk Classic 

New Zendesk


Zendesk Classic

Agent Interface 

Zendesk Classic refers to the version of Zendesk that was the default for all new accounts up until September 2012.The agent interface is what your agents use when responding to support tickets in Zendesk.

From the agent interface ProProfs offers two integrations:

  1. The ability to quickly search your ProProfs documentation from Zendesk to help solve support tickets
  2. The ability to turn a support ticket into a help topic from Zendesk

Follow this guide for adding the Search Widget and Post Ticket Widget

 

Web Portal

On Zendesk Classic, the customer-facing knowledge base and forum is referred to as the Web Portal. This is what your end-users and customers see when they go to your Zendesk i.e., mycompany.zendesk.com

 

For the Classic Zendesk Web Portal, ProProfs offers three integrations:

  1. The ability to add a "Documentation" tab in Zendesk's navigation that points to your ProProfs documentation. This makes it easy for your end users to access your documentation when they are in Zendesk.
  2. The ability to add a search button to your Zendesk forum site for your end users to search your ProProfs documentation.
  3. The ability to download your Zendesk's header into ProProfs for a seamless match. Your end users will never have a clue they are going between Zendesk and ProProfs.

Follow this guide for adding a documentation tabsearch button and customized header.

 

New Zendesk​

Agent App

On 9/12/12, Zendesk released a new version of the agent/admin interface. During the beta period, this was known as 'Lotus'.

 

From the new agent interface ProProfs offers two integrations:

  1. The ability to quickly search your ProProfs documentation from Zendesk to help solve support tickets
  2. The ability to turn a support ticket into a help topic from Zendesk

The New Zendesk no longer supports widgets. It now uses Apps. Follow this guide for installing the ProProfs App.

 

Help Center

Zendesk released the Help Center on 8/21/13 (you can read the announcement here). It is included in all new Zendesk accounts. The Help Center is not deployed when you start a new Zendesk account. You must create it, prepare it for release, and then activate it.  Many of our customers never activate the Help Center and just use ProProfs for their documentation. 

 

If you are using the Help Center you can to add ”Documentation" link in your Help Center’s navigation that points to your ProProfs documentation. This makes it easy for your end users to access your documentation when they are in Zendesk. You can also hide this link from users who have not signed it. 

 

You can also update your ProProfs header to match whatever header you create in the Help Center.