Zendesk integration

Are you ready to elevate your customer service experience? Siena's integration with Zendesk is your ticket to a smoother, more efficient helpdesk operation. Note: This integration will generate some essential resources on your Zendesk helpdesk, all of which are crucial for a fully operational service. Please note that these resources will be marked with the name 'Siena'. We kindly ask that you refrain from removing or altering these in any way.

Before You Begin

To successfully integrate Siena with Zendesk, you need to be either an Admin Agent or an Owner on Zendesk. Please verify your permissions on your Zendesk account before proceeding with the integration.

Integration Steps

Step 1:

To start the integration process, navigate to Channels → Zendesk → Add Account on Siena. You'll then be asked to enter your Zendesk subdomain. You can find your subdomain from your Zendesk helpdesk URL. For example, if your Zendesk URL is https://d3v-venus.zendesk.com, d3v-venus is your subdomain.

Step 2:

After entering your subdomain, you'll be redirected to a login page for your Zendesk account. Please ensure you log in with an account that has the necessary permissions.

Configuring your integration

Once you've successfully integrated Zendesk with Siena, it's time to customize your settings.

The first toggle you'll see is your main switch. When activated, all your tickets will start flowing into the Siena inbox.

Next, you'll find the Skip Mentions toggle. Turning on the Skip Mentions feature ensures Siena doesn't respond to comments where a specific user is tagged, keeping your automated responses focused and relevant.

The Skip Agent Assigned Conversations toggle is next in line. When enabled, Siena will avoid automating responses to conversations already assigned to an agent, which may slightly reduce your automation rate.

Toggle on Only respond to new tickets if you want Siena to only send responses to new tickets. Note that this will result in a lower automation rate.

In the Preferred email to send messages field, you can specify a customer email address from which all Siena's responses will be sent.

Further down, you'll find checkboxes for the channels you want Siena to respond to. If you're new to Siena and still building your automations, we recommend unchecking these boxes initially to prevent Siena from sending live responses to your customers. Once you're ready to go live, simply toggle them back on.

You also have the option to exclude certain email addresses from receiving Siena responses. For instance, if you don't want Siena to respond to tickets sent to your marketing team, click the "Exclude" button, enter the email address (e.g., marketing@example.com), and click "Exclude" again.

Troubleshooting

If you encounter an error 400 when saving the settings, it's likely due to a lack of available seats in Zendesk. To resolve this, please free up a seat or add an extra one for Siena.

Zendesk Siena Copilot

The Zendesk Copilot Widget enhances your human agents’ capabilities by incorporating generative AI into their responses. This tool is particularly useful when Siena hasn’t automated a message due to the absence of existing automation. Instead of composing a response from scratch, agents can input some context into the widget, and within seconds, they’ll receive a polished response, ready to be delivered to your customers.

Note: Installation for Copilot requires access to uploading private apps which is currently available only on Zendesk Suite Growth Plan or higher or the Support Professional plan and above.

How to install:

How to uninstall:

If you have any further questions or need assistance, don't hesitate to reach out to our Customer Support team. We're always here to help!