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Docebo for Zendesk

Last updated
Docebo module
  • Integrations
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User level
  • Administrators

Introduction

By integrating your Docebo platform with Zendesk, you can use a support ticketing system and the built-in knowledge base capability in Zendesk directly in your platform to help users in dealing with questions and problems while they use the platform.

When this integration is enabled, a pop-up will be made available to all users to provide quick access to Zendesk embeddable components, including a contact form, live chat, and the knowledge base search functionality.

Activating Zendesk in Docebo

Activate the Zendesk app as described in the Managing Apps & Features article of the knowledge base. The app is listed in the Third Party Integrations tab.

Configuring Zendesk in Docebo

To configure the Zendesk integration in Docebo, access the Admin menu, find the Zendesk section and select the Manage subitem. On the Zendesk Settings page, flag the option to enable the app and insert the JavaScript code provided by Zendesk into the corresponding text box. The JavaScript code is needed for the configuration of the Zendesk widget into the platform.

By default, the Zendesk Help button is shown only to authenticated users, and not to Superadmins and Power Users. Use the options to show the Zendesk Help button to non-authenticated users and to Show the Zendesk Help button to Administrators (Superadmins and Power Users) to modify the default behavior.

By flagging this option, users can use the Zendesk components on their login page in case they are having any issues accessing the platform. When finished, press Save Changes.

Retrieving the JavaScript code

Disclaimer: The Zendesk app has been designed for the purpose of inserting JavaScript code for the Zendesk widget only. Any other usage, such as injecting arbitrary JavaScript code for other purposes or from other sources, is not supported.

Zendesk offers two different types of widgets, the Messaging widget and the Classic web widget, that can be embedded via Docebo for Zendesk. The instructions for both widgets can be found here.

Messaging widget

In order to find the JavaScript code for the new messaging widget, first log into your Zendesk platform using an administrator level account. Next, in the left sidebar, select Channels. Then, in the Messaging and Social section, press Messaging.

You will then be presented with a list of web widgets to choose from. Select the specific widget you wish to connect to your Docebo platform. Next, in the widget's Settings page, scroll down to the Installation option and, if necessary, expand that section. There, copy the provided JavaScript code snippet and paste it into the designated area within your Docebo platform.

Retrieving the Zendesk messaging web widget JavaScript code

Classic web widget

To retrieve the JavaScript code for the classic web widget, first log into your Zendesk platform using an administrator level account. Next, in the left sidebar, select Channels. Then, under the Classic section, press Web Widget.

You will then be presented with a list of web widgets to choose from. Select the specific web widget you wish to connect to your Docebo platform. Next, in the widget's Settings page, press the Installation tab and copy the provided JavaScript code snippet. Then, paste the into the designated area within your Docebo platform.

Retrieving the Zendesk classic web widget JavaScript code

Paste the Javascript code into your Docebo platform, and press Save Changes. In your platform, you will see the Help button in the bottom right corner of your page. 

Users, Power Users, and Superadmins can access the help popup section to get in touch with the Help Desk, according to the tools enabled in the widget settings within Zendesk.