Our organization uses Zendesk for support and for our knowledgebase (Zendesk Guide). We are leveraging the federated search and ticket escalation integrations between inSided and Zendesk.
We have another use case for an integration that I am hoping will be possible. We want our support reps to share relevant community content in tickets whenever possible. Rather than having the support team search our community separately from Zendesk when they’re working on a ticket, I thought it would be great to add the inSided embeddable widget directly to our Zendesk agent portal. My idea is that the embeddable widget would live directly on the page where the support agent is working on a ticket. Based on the information in that ticket, relevant community posts would populate in the embeddable widget, recommending content for the support rep to link within the ticket to help the customer.
Is anyone doing this successfully? I would appreciate guidance from someone on how to set this up in Zendesk. Our Zendesk admin tried for a bit using some of inSided’s resources but was unsuccessful.