Thousands of businesses rely on Hipmob to keep their customers happy. See some here.

Hipmob - Zendesk Integration


Overview

Hipmob provides hosted live chat for mobile applications. You sign up with us, we give you a code, you download our library, you integrate it into your app, and you can then talk to your users, figure out what they want and what problems they are having, and make them happy. No servers, no extra steps or code to write, wherever the users are, you get to focus on what you do well. This document covers integrating Hipmob with your Zendesk account.

Integration Screen

Visit the Integrations tab in your Hipmob account.

Figure 1: the Integration tab

Once there, click the Configure button to open the Zendesk integration screen. If you've not configured it yet, the button will be gray.

Figure 2: the Zendesk configure button

The configuration screen will show. We walk you through getting the information you need from your Zendesk account below: you'll need a Zendesk API key, the domain information and the username you use to log into Zendesk.

Figure 3: the Zendesk configuration screen

Zendesk Details

Log into your Zendesk account and select the Channels option from the Settings menu.

Figure 4: Zendesk settings menu

On the Channels page, scroll down and click on the edit link in the API section.

Figure 5: Zendesk Channels screen

On the API screen, ensure that Token Access is enabled, and if necessary click on the Generate new token button. You'll need to copy the API token, as shown in Figure 6 below.

Figure 6: Zendesk API token

Completing the Configuration

Go back to the Hipmob Zendesk configuration screen and copy the necessary settings into place.

IMPORTANT When putting in the Zendesk URL do NOT include the /agent/ at the end: it should look something like https://hipmob.zendesk.com/.

Figure 7: Copied Zendesk configuration information

Click Save to update your settings. You're all set!

Figure 8: Completed configuration.

The Zendesk button will turn green if the connection was successfully set up and you enabled automatic Zendesk submission. If the connection was successfully set up but you didn't enable automatic submission then it will turn blue.

Figure 9: integrations page with Zendesk integration active but not automatic

Creating Zendesk Tickets

Once you're in a chat you can type the command #zendesk at any time to create a Zendesk entry. This will create a ticket in Zendesk with the collected information from the chat, including the transcript. A link will be automatically returned that will let you open the newly created Zendesk ticket and add any additional information.

Figure 10: creating a Zendesk ticket

And you're done. If you enabled automatic submission then at the end of every conversation a Zendesk ticket will be automatically created (if you did not manually create one with the #zendesk command).

Figure 11: reviewing the Zendesk ticket