The purpose of the Zendesk integration is to give shops an easy way to manage subscriber replies using Zendesk instead of using our Responses tab.

Installation

  1. Go to the Integrations tab on the left in Postscript
  2. Enable the integration in Postscript (providing the Zendesk subdomain, i.e. enter "abc" if they login to Zendesk at "abc.zendesk.com")
  3. Click "Save Integration" found at the top right of screen
  4. Click the "Connect to Zendesk" button to authorize Postscript to Zendesk
  5. Follow the Zendesk prompts to login and connect

Basic Functionality

  • The subject line of all tickets from a Postscript user will say (Postscript)
  • A ticket is created whenever the shop has the Zendesk integration enabled and a subscriber sends us a message that doesn’t fall into a more specific category (opt out, keyword, reply-to-buy, reply-to-skip, etc).
  • To provide context, the first comment in the ticket is the last message Postscript sent the subscriber, for example a campaign or automation message. The second comment is the subscriber’s message.
  • Whenever an agent posts a reply in Zendesk, that is forwarded to the subscriber as a text message.
  • As long as the ticket is open, additional replies by the subscriber will be added to the ticket, and any new messages to the subscriber (e.g. campaigns/automations) will also be added to the ticket as context. The exceptions which are not added are:Messages from the subscriber that fall into a more specific category (opt out, keyword, reply-to-buy, reply-to-skip, etc)Conversational shopping messages from Postscript (reply-to-buy/skip)
  • There is always at most one open ticket per subscriber.
  • Zendesk distinguishes between “solved” tickets (which can be reopened by adding a new comment) and “closed” tickets (which cannot be reopened). Our Zendesk integration follows that model: if the ticket is marked “solved,” the subscriber can reopen it by adding an additional comment via text, but if the ticket is fully “closed” and the subscriber replies, a new ticket will be created.
  • If the subscriber opts-out while the ticket is open, we will solve the ticket.

Additional Functionality

  • This integration is compatible with the “Shopify for Support” Zendesk app. That app shows a customer’s Shopify order history in a sidebar next to the ticket. A ticket will not have an order history if it is for a subscriber without a customer.
  • When a subscriber first comes into the Zendesk integration, we will find or make a Zendesk end-user for them. If their customer email matches an existing Zendesk user we will reuse that user, to try to keep things consolidated. Otherwise (and in most cases) we will make a new Zendesk user.
  • When the Zendesk user is for a Postscript subscriber without a matched Shopify customer, it will have a name like “Postscript Subscriber 123.” Otherwise it will have the name of your Shopify customer.
  • We will push any changes to name or email (for example if the subscriber becomes a Shopify customer later) to the Zendesk user.
  • Subscribers will not receive email updates for any Zendesk tickets created by Postscript; all communication will occur via SMS. To accomplish this, the Postscript integration modifies your shop’s Zendesk triggers and automations which send emails to now exclude Postscript tickets. This modification is performed when the integration is installed and periodically thereafter.
  • Response are still available in the Responses tab in Postscript. They will be auto-resolved for any closed tickets, but not for a ticket that is merely solved (tickets move from ‘solved’ to ‘closed’ after 3 days). Responses are also auto-resolved for any subscribers who have opted out.

If you have any questions related to the Zendesk integration, please chat with us! We're here to help.

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