Zendesk App - Githubissues

wpsharks / wp-kb-articles

KB Articles for WordPress; adds a new Custom Post Type.

http://wpkbarticles.com/

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Zendesk App #96

Open jaswrks opened 9 years ago

jaswrks commented 9 years ago

It would be great to have a Zendesk app powered by WPKBA.

Suggested Features

[ ] Bring KB articles into Zendesk sidebar.
[ ] Fast AJAX-powered search box with one-click insertion into Zendesk response.
[ ] Automatic KB article suggestions based on ticket content analysis.
[ ] If integrated with GitHub (i.e., Markdown), provide agents with the option to insert the full article body into the response instead of a link—should they choose to do so.
[ ] Make it possible to map customer service Depts., Tags or Custom Fields to a specific instance of WPKBA; i.e., a specific instance of WordPress.
[ ] Build the app itself into the WordPress plugin if possible.

Referencing: https://developer.zendesk.com/apps/docs/agent/introduction

cc @raamdev

raamdev commented 9 years ago

str_replace('ZenDesk', 'Zendesk', $jason);

raamdev commented 9 years ago

It would be great to have a Zendesk app powered by WPKBA.

Wow, that would be awesome!

Along these same lines, I was going to integrate a list of our KB Articles into Typinator so that we could easily search our KB Articles using the same Quick Search interface that we use for Menu Paths. However, the ability to suggest KB Articles based on the ticket content would be just awesome!

jaswrks commented 9 years ago

@raamdev writes...

str_replace('ZenDesk', 'Zendesk', $jason);

That's awesome. ahaha

jaswrks commented 9 years ago

@raamdev writes...

I was going to integrate a list of our KB Articles into Typinator so that we could easily search our KB Articles using the same Quick Search interface that we use for Menu Paths.

Cool! Even if we do the Zendesk app sooner rather than later (likely), I still think Typinator shortcuts would be really useful. It might even encourage me to hit the community forums more often.

raamdev commented 9 years ago

I still think Typinator shortcuts would be really useful

Yep, I agree. I see the Typinator KB Article shortcuts being really useful, because the more familiar we (as support reps) get with our own KB and knowing which articles should be used to reply to which questions, we'll start to build muscle memory around finding and referencing those KB Articles using the Typinator Quick Search. Also, Typinator works from anywhere, as opposed to only inside Zendesk, so as you said it would be useful for the Community Forums too.