Using Live Experience with Zendesk

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Zendesk is a popular customer support platform that you can integrate into your website or online store to productively solve customer support issues. Zendesk offers many communication channels, including embedded live-chat, for providing efficient, seamless, and personal customer support.

This article explains how you can easily plug Oracle Live Experience into Zendesk so that Zendesk agents can leverage Live Experience's many rich communications features, including instant meetings, voice and video calling, and camera and screen sharing. You can even give your agents the ability to call your customers right from Zendesk, with Live Experience handling all the call traffic over the internet.

Live Experience is the perfect complement to Zendesk, further modernizing the customer experience, increasing satisfaction and retention, while also improving the Zendesk agent experience.

Upload and Configure the Private Live Experience Zendesk Application

To provide Live Experience features and functionality in Zendesk, you need to upload the Live Experience Zendesk app into Zendesk as a private app and configure it. The Live Experience Zendesk app is already coded. All you need to do is download it, upload it into Zendesk, and configure it.

  1. Download the Live Experience JavaScript SDK and extract zda-app.zip.

  2. Log into Zendesk as an administrator and select the Admin icon (it looks like a gear, in the left-hand navigation menu). Under Apps, select Manage.

  3. On the My Apps screen, select Upload private app.

  4. On the Upload App screen, give the app a name, browse to where you extracted zda-app.zip, and select Upload.

  5. From the navigation menu, under Manage, select Ticket Fields. Create a custom ticket field that you will map later to the private app you just uploaded. The ticket field must be a text-type field. You'll want to copy or note down the Field ID value.

  6. Back on the My Apps screen, select the private app you uploaded, select Change Settings, then select the App Configurations tab. Configure the following fields:

    • For Live Experience Server, enter one of the following URLs.

      • live.oraclecloud.com

        or, for EMEA customers

      • emea.oraclecloud.com

    • For Live Experience Tenant identifier, enter your Live Experience tenant name.

      When you log into the Live Experience Admin Console, your tenant name is in the URL (for example, https://live.oraclecloud.com/ui?tenant=your_tenant_name).

    • For Application Identifier, enter the client ID for the Live Experience application.

    • For Ticket Call History Custom Field, enter the Field ID for the custom text-type ticket field you created a little earlier.

  7. Save your changes.

Note:

After uploading and configuring the app, your browser might block it because it thinks it's an unsafe script. Instruct your browser to allow the app to run.

Using Live Experience in Zendesk

Once you've uploaded and configured the Live Experience Zendesk private app in Zendesk, your Zendesk agents have complete access to the Live Experience Associate Desktop.

Your agents can start a 1-on-1 meeting, send and receive SMS messages and read SMS conversations, and answer engagements routed to them. See The Associate Desktop.

To open the Associate Desktop, click the LX icon in the top-right corner of the Zendesk interface.

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The Zendesk Ticket sidebar is enhanced with a list of Live Experience engagements. When your agents open a ticket, they can quickly see the most recent engagements associated with ticket. Clicking on an engagement opens the engagement details in the Live Experience Admin Console, where an agent can review the details and replay the engagement.

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Description of the illustration ''zendesk_sidebar.png''

You can configure Live Experience for calling customers. If you do, then your agents also have the ability to call the customer directly by clicking on the Call Customer button in the Ticket sidebar. See Calling Customers from Zendesk.

Calling Customers from Zendesk

You can configure your Live Experience application so that your Zendesk agents can call customers on a Live Experience enabled mobile app they already use.

Add Notification Support to Your Mobile Apps

This section explains how your mobile app developer needs to update your mobile apps to add notification support. Adding notifications support to your apps allows Live Experience to send an event to a specific app for a specific reason, such as for starting a voice call initiated by Live Experience.

To add notification support to your iOS app, see Add Notification Support to your iOS App.

To add notification support to your Android app, see Add Notification Support to your Android App.

This section assumes you already have a fully-developed mobile application enabled with Live Experience. If you don't, or if you need information about developing Live Experience enabled mobile apps, see one of the following:

Configure Your Live Experience Application to Receive Notifications

You need to enable and configure notifications in the Live Experience Admin Console so that Live Experience can send push notifications to your mobile apps. Go to either:

  • https://live.oraclecloud.com/ui?tenant=your_tenant_name

    or, for EMEA customers

  • https://emea.live.oraclecloud.com/ui?tenant=your_tenant_name

From the Admin Console navigation menu, select Application, select your Live Experience application from the dropdown menu, then select the Notifications tab.

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Description of the illustration ''outbound_notification.png''

If you want Live Experience to send notifications to an iOS mobile app, turn Apple Notifications to ON and configure the Apple notification settings.

If you want Live Experience to send notifications to an Android mobile app, turn Android Notifications to ON and configure the Android notification settings.

You can enable and configure both Apple and Android notifications at the same time. Get the values for the notification settings from your mobile application developer. See also the Apple or Android mobile development documentation for more information.

What About the Customer Experience

Once you've updated your mobile app to receive notifications, and you've configured Live Experience to send notifications to your apps, your customers can receive calls from you.

These calls are, essentially, voice over IP calls, sent using Live Experience to your Live Experience enabled mobile app.

For a customer to receive your call:

  • They need to have your mobile app installed on their phone. The app needs to be configured with a user name that corresponds to their contact record in Zendesk (usually an email address) and any other pertinent context information.

  • The customer needs to set up your app to allow notifications. If they don't allow notifications, the app won't notify them of incoming calls.

The incoming call from Zendesk behaves just like other kinds of calls. For example, the phone rings (provided notifications are permitted and the volume isn't muted) and a notification is presented to the customer. The call interface is intuitive and familiar. The following graphic shows the call interface on an iOS device.

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Description of the illustration ''zendesk_outbound.png''

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