Zendesk Implementation Training 2

VIDEO TRANSCRIPT | Recorded: 2024-02-15 | Verify against current system state

Abstract¶

Final session of Zendesk implementation training covering the Zendesk plugin for CraftCMS. Demonstrates how to install and configure the plugin using Composer, customize form templates using Twig templating language, and embed ticket creation forms on the website. Also discusses limitations of Zendesk automations (hourly execution) for ticket reassignment workflows.

Key Procedures¶

• Install Zendesk plugin via Composer: composer require the-digital/zendesk
• Configure plugin in CraftCMS Control Panel > Settings > Plugins
• Obtain Zendesk API key and URL for plugin configuration
• Customize form template in templates/components folder
• Modify zendesk_widget_body.twig for custom fields
• Copy config.php to separate folder and rename to zendesk.php
• Map custom field IDs in configuration file
• Set up dashboard widget or frontend form for ticket creation

Notable Statements¶

• 0:02:35 "The teams have created more complex forms in Zendesk than they had available to them previously through Craft"
• 0:02:70 "Requires the Kraft CMS 3.0.0 beta.20 or later version" DATED
• 0:04:51 "It's a plugin that's based off on a PHP library called... Twig and a library called Composer"
• 0:06:47 "It's a plugin for creating tickets and sending them in the background using the API"
• 0:09:09 "Within the project files there's a template folder that contains a components folder"
• 0:11:03 "This is a twig templating language. So this is how the fields are built"
• 0:12:30 "Copying it to a different folder, renaming it to zendesk.php, and map the custom field values"
• 0:14:31 "This is in the Kraft CMS, plug-in for Zendesk repository... created by this A digital agency"
• 0:14:39 "That's one thing we'll have to check, because this is 3.0, we are on 4.0" ACTIONABLE
• 0:16:30 "Automations only occur once an hour"
• 0:16:51 "I will double check if we can make that a less time than an hour or even a 30 minute"
• 0:17:23 "There are departments that are not completely using Zendesk yet. So they just want the ticket to be forwarded to them through email"

Systems & Configurations¶

Systems Mentioned¶

• Zendesk (API, automations, triggers)
• CraftCMS (versions 3.0 and 4.0)
• Composer (PHP dependency manager)
• Twig (PHP templating engine)
• GitHub (plugin repository)

Specific Configurations¶

Credentials/Access Mentioned¶

• Zendesk API key required for plugin
• User account with API access
• API URL endpoint needed

Vendor Contacts Mentioned¶

• Fernando (Cernis/Zendesk team)
• Pablo (Cernis developer)
• A Digital agency (plugin creator)

Errors & Troubleshooting¶

• Issue: Automation timing too slow for ticket reassignment
• Cause: Zendesk automations run hourly minimum
• Resolution: Investigating if triggers can be used instead, or shorter interval possible

• Timestamp: 0:16:30

• Issue: Group visibility for ticket assignment

• Cause: "View only my groups" setting hides other groups in assignment dropdown
• Resolution: Under investigation
• Timestamp: 0:17:47

Transcript Gaps & Quality Notes¶

• Training session with vendor team (Fernando, Pablo)
• Screen sharing of GitHub repository and documentation not captured
• CraftCMS 4.0 compatibility needs verification (plugin built for 3.0)
• Recording is Day 2/final session of training series
• References to "yesterday's presentation" for context