Zendesk WordPress Integration: Easy Steps to add Chat & Support 101

Manisha Jena • Last Modified: April 6th, 2023

Zendesk WordPress Integration_FI

Zendesk WordPress Integration using the Zendesk for WordPress plugin is an excellent option for incorporating a robust help desk system into the WordPress workflow. With this integration, WordPress users can simply respond to their readers’ comments and guarantee that they are delivering excellent customer service to their current and potential customers. This integration is recommended to any WordPress user searching for a simple yet comprehensive customer support solution.

In this article, you will gain information about Zendesk WordPress Integration. You will also gain a holistic understanding of Zendesk, WordPress, their key features, and the steps involved in setting up Zendesk WordPress Integration. Read along to find out in-depth information about Zendesk WordPress Integration.

Table of Contents

Introduction to Zendesk

Zendesk Logo - Zendesk WordPress Integration
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Zendesk is a Cloud-based Platform that provides customizable tools for building Customer Service Portals, Online Communities, and Knowledge Bases. It provides a customizable front-end portal, live chat features, and can be integrated with applications such as Google Analytics, and Salesforce. Zendesk is used in different sectors including government, technology, media, and retail, from small to large. 

Its online customer portal enables customer support teams to keep track of tickets that have been raised and check their status. Customers can check through existing tickets and get answers to their queries. If not satisfied, they can submit their own tickets via the portal. 

Official documentation of Zendesk can be found here.

Key Features of Zendesk

Features of Zendesk - Zendesk WordPress Integration
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Some of the Key Features of Zendesk Software are as follows:

1) Internal Desk Help

Internal Help Desk Software from Zendesk helps you manage employee interactions and respond to queries and support requests quickly. It also includes tools to assist your staff in becoming more productive by increasing morale and decreasing costly downtime.

2) Analytics and Reporting

Zendesk comes with an Analytics tracking system and Reporting module that analyses data on Agent Performance, Tickets, and Customer Satisfaction in real-time. Users can alter the data using the filters and responsive Dashboard to come up with fresh conclusions. Some options are CSAT Rating, Satisfaction Prediction, Net Promoter Score (NPS) Survey, and Performance Dashboard. The CSAT rating lets agents know how happy customers are with the service, while NPS predicts how likely a customer will return for more services.

3) Triggers

Zendesk comes with pre-configured triggers that users may use or change, as well as the ability to construct unique custom triggers from scratch. The triggers can start a workflow based on particular actions or modifications made to a ticket.

4) Multi-Channel

Agents can respond with tickets from various sources, including Help Center Request Forms, Emails, Text Chat, Mobile Phone, and Social Networking Sites such as Facebook and Twitter, using Zendesk. As a result, consumers may communicate with brands via whichever channel they want.

5) Multilingual Interface and Support

Zendesk’s translated admin interface is accessible in over 40 different languages. The help center contents can be localized to display information in other languages, as indicated by the locale code in the URL. Moreover, dynamically updating ticket content in the consumers’ preferred languages eliminates the need for humans to translate—this aids in the provision of Multilingual Support.

6) Answer Bot

Answer Bot is a simple AI bot included with Zendesk, which uses Machine Learning to evaluate customer queries and give possible responses. It provides suggested responses, and if the client is pleased, the requests will not be sent to an agent. As a result, agents will have more time to answer complex questions. Further, it improves its competency over time by learning from its failures.

7) Better Security

To guarantee that client data is always safe, Zendesk employs a mix of enterprise-class security measures and thorough audits of its apps, systems, and networks. This includes Compliance Certification and Memberships, Cloud security, HR security, NDA and non-NDA artifacts, Application and Product Security.

8) Third-Party Integration

Zendesk allows organizations to have access and integrate data from a variety of third-party sources. This offers users a comprehensive 360-degree perspective of the data, which can be utilized to improve decision-making and development opportunities.

9) Self Service

Using Zendesk’s Knowledge Base and community features, businesses can create a Self-Service Customer Portal. When combined with the AI-powered bot, the Self-Service functionality can route FAQs and low-touch tickets to the portal, thus frees up company agents to focus on high-value tickets and potential leads. It increases the efficiency of the customer service process.

10) Customization

Zendesk has extensive Customization options that can be tailored effectively and consistently with a company’s style and identity. Companies may use more than 100 APIs to build and improve customizations within the Zendesk Customer Support Platform. They can also modify the logo, name, fonts, and color using the Zendesk Customization Panel.

For further information on Zendesk, click here to check out their official website.

Introduction to WordPress

Zendesk WordPress Imtegration: WordPress Logo
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WordPress is currently one of the most widely used CMS in the market, with over 41% of the top 10 million websites leveraging it. WordPress has also found uses across other fields such as Pervasive Display Systems (PDS) (application domains such as healthcare, computing, etc). 

To start working on WordPress, you need to install it on a Web Server, where a computer runs the software package WordPress.org to serve as a Network Host or as a part of a hosting service like WordPress.com. You can use a local computer for learning purposes and single-user testing.

WordPress ensures more human-readable permalinks by directing all requests for non-static URIs to a single PHP file. This file can parse the URI and identify the target page.

Key Features of WordPress

Some of the key features of WordPress are as follows:

1) Ease of Publishing

WordPress became popular because of how easy it was to publish any form of content to the Internet with it. You can pen down pages and posts, plug in different types of media, and format them seamlessly in a matter of a few clicks. Once you have ironed out the details, you can get your content on the web with just a click with WordPress.

2) Publishing Tools

You can manage your content seamlessly with WordPress. You can glance through post revisions, create drafts, and even schedule publications. You can decide if you wish to make your content private or public. If you wish to make some content private, you can secure it with a password in a hassle-free fashion.

3) Simplicity

The WordPress interface allows you to get publishing very quickly, with a simplistic UI to supplement your user experience.

4) User Management

You can decide the different levels of access for your website. Every website has several people associated with it. An Editor works on content, the Administrator manages the site, Contributors and Authors write the content, and subscribers have a profile to manage. 

5) Flexibility

WordPress allows you to develop almost every type of website imaginable, ranging from a personal blog to an eCommerce website. You can improve your website with custom themes built for specific use cases and supplement it with various plugins to work on a better user interface for your users. WordPress also grants you the freedom to build a website from scratch and build it to completion in no time flat.

6) Optimized for SEO

WordPress has been optimized for SEO (Search Engine Optimization) right out of the gate. To achieve a more fine-grained SEO control, you can utilize various SEO plugins offered by WordPress.

7) Media Management

The ability to add media seamlessly is imperative for a CMS. With WordPress in place, you can simply drag-and-drop media to the uploader to add it to your website. Apart from the ability to add captions and alt text, WordPress houses a few image editing tools that you can play around with.

8) Easy Installation and Upgrades

WordPress is very easy to install and upgrade. Numerous web hosts offer One-Click WP Installers. If you prefer an FTP program, you can start with creating a database, uploading WordPress with FTP, and then running the installer.

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Key Features of Zendesk WordPress Integration

Zendesk Support for WordPress enables to bring your helpdesk, powered by Zendesk, into your blog or site.

Some of the key features are as follows:

1) Single Sign-on with Zendesk’s Remote Authentication

Users will no longer need to log in to Zendesk Support to submit tickets, view their progress, or participate in community forums with Single Sign-On. When users attempt to log in to Zendesk, the WordPress site will be pinged to them to verify whether they are already logged in, and then sign them directly into Zendesk without requiring them to register or establish a new password.

2) Turn Blog Comments straight into Zendesk Support Tickets

If you want to take a conversation offline, or if you want to escalate someone’s query or concern to someone else in the firm, you may do so. You can convert any comment submitted into a Ticket from the comments administration panel. The procedure is absolutely easy for your users, and they will appreciate the extra effort you will put in to deliver excellent customer service.

3) The Zendesk Support Web Widget

You can embed the Zendesk Support Web Widget on any webpage, allowing users to browse your knowledge base, chat with an agent, or submit a ticket. You may have it on every page of your WordPress site, or you can use a template tag to place it where you want it.

4) The Zendesk Support Feedback Tab

You may add a tab to any webpage that allows visitors to browse your knowledge base, chat with an agent, or submit a ticket. You can customize the design according to your requirements. 

5) Access your Tickets from your Dashboard

You have full control over your views, tickets (including custom fields), and comments. No matter where you are, you should never lose track of your support requests.

6) A Simple Contact Form

With a two-field contact form, it allows your visitors to quickly submit a question or issue. You may put this on the dashboard and restrict it to those who have Zendesk accounts, or you can let anybody file a request regardless of whether they have a Zendesk account.

Setting up Zendesk WordPress Integration

A) Installing the Zendesk Support for WordPress Plugin

The Zendesk Support for WordPress plugin, like any other plugin, can be installed on your WordPress site. Plugins are only supported on self-hosted WordPress sites (wordpress.org), not on free wordPress.com sites.

Note: To access the WordPress plugin in your account, ensure that password access is enabled in Zendesk Support. Select Admin > Channels > API, and then allow password access on the Settings tab.

There are different ways for installing the Zendesk Support for WordPress Plugin.

Method 1: Automation Installation through WordPress

The steps for installing the plugin through WordPress are as follows:

  • Step 1: Download the plugin from http://wordpress.org/extend/plugins/zendesk/.
  • Step 2: Now, you can log in to your WordPress site as an administrator.
  • Step 3: In the dashboard, select the “Pluginoption and then select theAdd New” option.
  • Step 4: Select the “Upload” button.
  • Step 5: Click the “Browse” option to select the file you downloaded (zendesk.zip).
  • Step 6: Click the “Install Now” button.
  • Step 7: After the file has been uploaded and installed, click the “Activate” button.

Method 2: Manual Installation via FTP

The steps for the manual installation of the plugin via FTP are as follows:

  • Step 1: Upload the particular folder to the /wp-content/plugins/ directory.
  • Step 2: Now, you can activate the plugin through the ‘Plugins‘ screen in the WordPress admin section.

The next step is to configure the plugin using your account details and then choose which features to enable.

B) Configuring your Zendesk Support Instance in WordPress

The steps followed for configuring the Zendesk Support instance in WordPress are as follows:

  • Step 1: When you click the setup link, you will be requested to input your subdomain.
Zendesk WordPress Integration : Subdomain
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  • Step 2: Enter your Subdomain. (If you employ host mapping, this is automatically recognized when you save the account settings)
  • Step 3: Click the “Save Settings” button.

For further information on setting up Zendesk WordPress Integration, you can follow the Official Documentation.

Conclusion

In this article, you have learned about Zendesk WordPress Integration. This article also provided information on Zendesk, WordPress, and their key features.

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