Blitzz Cobrowse offers integration with both Zendesk Support and Zendesk Chat, available in the Zendesk App Marketplace.
Zendesk Requirements
You must have an active trial or subscription with Zendesk Support, even to use our app with Zendesk Chat. This is required by Zendesk to utilize their secure authentication, which is not available for Chat-only accounts.
Zendesk App Marketplace Links
For newer accounts, simply install the Cobrowse.io for Support app, which is fully compatible with Zendesk Messaging and the new Sunshine Conversations widget.
If you are using the legacy Zendesk Chat, you will also need to install the Cobrowse for Chat app.
Controlling User Access
Refer to the Zendesk documentation to restrict access to the Cobrowse apps to specific roles or groups: Managing your installed apps.
The CoBrowse integration for Zendesk seamlessly supports both the Web Widget (Classic) version and the new messaging Web Widget. Simply follow the SDK instructions and below Zendesk integration steps to implement the integration effortlessly.
By installing the Cobrowse Chat application from the Zendesk marketplace, you can view available Cobrowse-enabled devices directly within customer chats. These devices are linked to Zendesk chats through a shared identifier common to both systems. For a detailed explanation of this process, please refer to the information below.
In the Zendesk integration, Cobrowse uses a device Id to be able to correlate sessions, to achieve this:
- Install the Blitzz Cobrowse App in your Zendesk environment.
- Paste the API key provided by Blitzz as shown in the screenshot below.
- Once the API key is added, go to your tickets and you should be able to see the Blitzz CoBrowse UI like the screenshot below.
- To get active visitors from your website, Go to your Blitzz CoBrowse portal setting and add the CoBrowse script in your web app as mentioned in this article (shown below in Sample 1 as well)
- Install the Zendesk Chat widget on your website in case it is done already using these steps.
- Tag Zendesk chat with a tag containing the device id value (shown below in Sample 2).
- The Cobrowse Chat application on Zendesk will then be able to correlate both and present the relevant devices.
For example, when using the Web SDK, you can define a field in the custom data as shown below.
Sample 1:
<script>
let blitzz;
let st = document.createElement("script");
st.src = "https://media.blitzz.co/sdk/blitzzcobrowse.min.js";
st.async = 1;
let tx = document.getElementsByTagName("script")[0];
tx.parentNode.insertBefore(st, tx);
st.onload = function () {
if (!blitzz) {
blitzz = new BlitzzCobrowse({});
blitzz.initialize({
license:"your license key",
});
}
};
</script>Sample 2:
On the other end, Zendesk chats are tagged using the built-in functionality. For example for the device id '123abc':
For Core messaging Web Widget:
zE("messenger:set", "conversationTags",['blitzz_deviceid_'+blitzz.getDeviceID()])For Zendesk Widget Classic:
zE('webWidget','chat:addTags',['blitzz_deviceid_'+blitzz.getDeviceID()]);
This correlation identifier pattern can be applied to other integration scenarios, where the key lies in using a consistent correlation identifier.