SkyDesk SalesIQ Integrations - SkyDesk Support

Overview

Step up your customer-supporting game and add the power of live chat to full-fledged helpdesk software, to create the ultimate, unified customer support suite. By combining the on-demand supporting power of SkyDesk SalesIQ with SkyDesk Support, a complete help desk solution for small and medium businesses, you can take your customer service and support to new heights. 

Together SkyDesk Support and SkyDesk SalesIQ deliver a complete view of all your support interactions logged in one, organized database. Working together they deliver the added ability to connect, chat, engage and support in real-time within the context of their existing support relationship. Your customer supporting operation is built upon the strong foundation SkyDesk Support establishes and strengthened with SkyDesk SalesIQ's ability to leverage the power of your customer data into superb support in real-time. 

Getting started

Before you can embrace the power of customer support completely-unified, and start utilizing the valuable data in your customer-support database to improve your on-demand chat support, you need to link your SkyDesk SalesIQ with your SkyDesk Support account.

If you don’t yet have a SkyDesk SalesIQ account, you can learn how to create a new SkyDesk SalesIQhere.

If you already have a SkyDesk SalesIQ, but don’t have a SkyDesk Support account, learn more about how SkyDesk Support can better organize all your customer support interactions and discover how to setup a new SkyDesk Support account.

To use SkyDesk SalesIQ integrated with SkyDesk Support, you will need to be a customer of either the Enterprise or Professional plans of SkyDesk SalesIQ and have a SkyDesk Support account. If you are currently using the free or Basic plans of SkyDesk SalesIQ, you can easily upgrade an existing SkyDesk SalesIQ account to implement SkyDesk Support integration.

If have not signed up for a SkyDesk SalesIQ plan, you can take a free, 30-day-test-drive of any of the Enterprise or Professional paid plans and start using the integration with SkyDesk Support today.

That said, if you have active accounts for both SkyDesk Support and SkyDesk SalesIQ (in either the Professional or Enterprise Edition), you can continue with the instructions below to link up your SkyDesk SalesIQ to your Support account.

Connecting your SkyDesk SalesIQ account to a SkyDesk Support account

Before we can start exploring how the SkyDesk Support integration with your SkyDesk SalesIQ can improve your entire customer-support operation, we need to set up your SkyDesk SalesIQ to work together with your customer support database inside SkyDesk Support.

Linking SkyDesk SalesIQ to SkyDesk Support as a support admin

To make things as simple as possible for you, we recommend having a current administrator for the SkyDesk Support account you are linking to your SkyDesk SalesIQ turn on the integration inside SkyDesk SalesIQ.

To accomplish this your SkyDesk Support administrator must also have an account and be an administrator inside your SkyDesk SalesIQ account. If you simply want to add a SkyDesk Support administrator to your SkyDesk SalesIQ account you follow these steps for adding an existing SkyDesk user to your SkyDesk SalesIQ.

With access to your SkyDesk SalesIQ, a SkyDesk Support administrator can follow the steps below to implement the integration.

How to link a SkyDesk Support account to a SkyDesk SalesIQ account, as the administrator of the SkyDesk Support account

  1. Login to SkyDesk SalesIQ.
  2. Click Settings.
  3. In the Integration section click the “Enable Support Integration” button. This will create an automatically generated ZSC key for your SkyDesk Support account and use this unique key to link your SkyDesk SalesIQ to your SkyDesk Support account.

This will automatically link up the SkyDesk SalesIQ account to the SkyDesk Support account for which you are the Support administrator. You will now see the SkyDesk Support administrator as “Me”, SkyDesk Support ZSC Key and Portal Name will be displayed below.

With the successful pairing of your SkyDesk Support account to your SkyDesk SalesIQ you can start configuring the other aspects of your integration.

Pairing accounts without being the SkyDesk Support admin 

Don't fret if you are not the administrator of the SkyDesk Support account you are syncing with your SkyDesk SalesIQ. We made it easy to link up accounts, all you need is the SkyDesk Support account admin's email address, and the system generated ZSC for that specific SkyDesk Support account.

First, get the administrator of the SkyDesk Support account you are pairing with, to generate or provide you the already generated ZSC key, along with their email address.

To help your SkyDesk Support administrator generate a ZSC key, share the instructions below.

How to generate a ZSC key?

  1. In the desired SkyDesk Support account, click Setup above the navigation bar at the top-right of the screen.
  2. In the Channels Space section, click API.
  3. In the SkyDesk Service Communication (ZSC) Key section, click the green Generate ZSC Key button.
  4. You will then see the ZSC information, including the administrator’s e-mail address and the unique ZSC key. You will need to provide both pieces of information to have yourself, or someone else, link up this Support account to a SkyDesk SalesIQ account.

If the administrator had already generated a ZSC key in the past, they can find the existing key by following the same navigation

  1. In the desired SkyDesk Support account, click Setup.
  2. In the Channels Space section, click API.
  3. In the SkyDesk Service Communication (ZSC) Key section, you will then see the ZSC information, including the administrator’s e-mail address and the unique ZSC key. Whoever will be linking up the Support account in SkyDesk SalesIQ will need both pieces of information.

With the correct information provided by your SkyDesk Support account admin, you can proceed ahead linking your SkyDesk SalesIQ with SkyDesk Support. If you follow this process, you will not need to add your SkyDesk Support admin as a user inside your SkyDesk SalesIQ.

Because SkyDesk SalesIQ will auto-generate a pairing once a SkyDesk SalesIQ admin clicks the "Enable Support Integration" button, you could possible receive an incorrect, unintended pairing (if by chance you are an admin of another SkyDesk Support account). If you are not an admin for any SkyDesk Support accounts, the system automatic pairing process will display an error. Regardless, if you are not the admin of the SkyDesk Support account you are trying to pair your SkyDesk SalesIQ too, follow the instructions below to edit your integration configurations.

Changing system generated pairings or pairing accounts as a non-Support admin

If you happen to be neither a SkyDesk Support administrator or even have access through your account to any SkyDesk Support account, and you did happen to click the “Enable Support Integration” button in SkyDesk SalesIQ you will see a message informing you that:

“SkyDesk SalesIQ could not recognize your e-mail address as SkyDesk Support administrator. Please contact your SkyDesk Support administrator to get the details to complete the integration setup. Don't have a SkyDesk Support account, sign-up now.”

Also displayed will be the three boxes below where you can enter the administrator of the desired support account you wish to link to your SkyDesk SalesIQ, box to enter the ZSC key for the account and Portal Name.

If you have the information provided to you from your Support admin

Enter the correct information into each of the boxes, Support admin’s email, SkyDesk Support portal name and the provided ZSC key.

Click Enable to link your SkyDesk SalesIQ to the Support account you entered the information for.

If you are not the administrator of the Support account you wanted to link up, but you happen to be an admin of another Support account, and you did click the “Enable Support Integration” button, the system still created an auto-generated ZSC key. This reflects another SkyDesk Support account you have associated with your account that you are an administrator of. Please take time to check the system-generated configurations and make changes to ensure you have paired your SkyDesk SalesIQ system with the correct SkyDesk Support.

To change the SkyDesk Support account your SkyDesk SalesIQ is linked to (as a non-Support admin)

  1. Click Settings.
  2. In the Integration section, under the SkyDesk Support administrator sub-section, click Change.
  3. In the Support Administrator box that pops-out, edit the SkyDesk Support Admin Email Address field to add the e-mail address of the admin of the SkyDesk Support account you wish to associate. Also add the ZSC key for the account as provided to you by that Support admin and SkyDesk Support portal name.
  4. Click Save to make the changes.

To change the SkyDesk Support account your SkyDesk SalesIQ is linked to (as the admin of the desired Support account)

  1. Click Settings.
  2. In the Integration section, under the SkyDesk Support administrator sub-section, click Change.
  3. In the Support Administrator box that pops-out, edit the SkyDesk Support Admin Email Address field to add your e-mail address.
  4. Paste in the ZSC key that you just copied from the Support account. Also add the correct SkyDesk Support portal name.
  5. Click Save to make the changes.

Disabling Support integration

If necessary or desired, you can disable your SkyDesk SalesIQ’s integration with a SkyDesk Support account at any time.

To disable integration with SkyDesk Support:

  1. In SkyDesk SalesIQ, click Settings.
  2. In the Integration section, SkyDesk Support tab, click the Disable button on the top right.

You can easily re-enable the integration with the same settings, by:

  1. In SkyDesk SalesIQ, click Settings.
  2. In the Integration section, SkyDesk Support tab, click the Enable button on the top right.

Support integration Configurations

Now your SkyDesk SalesIQ is hooked up to your SkyDesk Support account, it is time to configure the integration to best fit your team’s specific needs. Read below to explore the options you have for configuring the integration.

Which Chats to Automatically Create Requests For

The first configuration you can make is deciding which chats from SkyDesk SalesIQ you want to be automatically created as requests inside SkyDesk Support. You can choose either All Visitors, Attended (visitors), Missed (visitors), or None. Whichever you choose, the system will create requests inside SkyDesk Support for all chats that fit your defined configuration.

To configure visitors chats as automated requests inside SkyDesk Support

  1. In SkyDesk SalesIQ, click Settings.
  2. In the Integration section, inside the SkyDesk Support configuration sub-section, select the type of chat which you would like to automate. All Visitors, Attended, Missed, None.

All Visitors– Converts chats with all the visitors into support request.

Attended– Converts only those chats attended inside SkyDesk SalesIQ to support requests.

Missed– Converts only missed chats to requests.

None– Automatically converts no chats to support requests. Instead, your agents can manually convert chats to SkyDesk Support requests based on their personal judgement.

Status for the Automated Support Requests

Choose the status of SkyDesk Support requests created from an attended chat in SkyDesk SalesIQ to either Open or Closed. For those requests created for chats missed in SkyDesk SalesIQ, the system will create a SkyDesk Support request with an Open status.

Department based configurations

You can also configure your departments in both SkyDesk Support and SkyDesk SalesIQ to ensure the right support agents are connecting and chatting with the right customers--and ensuring requests from SkyDesk SalesIQ are being logged to the right department inside SkyDesk Support.

Under the Department based configurations heading inside the SkyDesk Support integration settings page, you will see your existing SkyDesk SalesIQ departments. Each department will be listed on the left edge, with a drop-down menu on the right where you can configure which SkyDesk Support department you wish to pair this SkyDesk SalesIQ department with. You can also configure a department to have no integration, be read-only, or give your agents the ability to choose the intended SkyDesk Support department on demand.

The Department Linking Settings

As we mentioned, if you don’t pair a SkyDesk SalesIQ department with a specific SkyDesk Support department you can choose one of three general settings: No Integration, Read only and Choose on demand.

These predefined settings, give you added flexibility for deciding where to create or send SkyDesk SalesIQ chats to inside SkyDesk Support. These predefined settings can be chosen for all the departments in your SkyDesk SalesIQ.

No Integration

If you choose the No Integration setting for a particular SkyDesk SalesIQ department, you cannot create or view any support requests while conducting chats in that department, and no requests will be automatically created from chats in that SkyDesk SalesIQ Department. These departments become effectively un-integrated with your SkyDesk Support account. If you have a SkyDesk SalesIQ department that doesn't handle customer support issues, this setting works great as you won't pollute your SkyDesk Support database with non-support related chats.

Read Only

If you configure a department to the "Read Only" setting, your agents can view the existing support requests from that customer's account, but they cannot create new support tickets, or edit the status of existing tickets.

Choose on Demand

By selecting the "Choose on Demand" setting for a department, your agents can view existing tickets and convert chats from this department in SkyDesk SalesIQ to a request in SkyDesk Support for whichever department it needs to be in.

When chatting with a customer in a SkyDesk SalesIQ department configured this way, the agent will see a button to the right of the chat window in the visitor information sidebar. By clicking this button, Convert Chat as request," the agent will be able to choose the priority, status, classification and department of the request he is creating inside SkyDesk Support. You can learn more about the configurations an agent can choose on demand below.

Priority– An agent can set the priority for the request as High, Medium or Low based on the chat with the customer and their specific needs.

Status– The agent can also choose the status of the request to be created, with the choices being: Open, On Hold, Escalated, and Closed.

Classification– Support agents can classify the chats as a Question, Problems, Features and others depending on how your classifications are configured inside the SkyDesk Support account your SkyDesk SalesIQ is linked to.

Department– Lastly, the agent can direct the request to specific department inside SkyDesk Support, to ensure the request he is creating from SkyDesk SalesIQ ends up where it needs to be inside your help desk.

Merging Support Request

When a customer starts a chat with you and it becomes clear they are asking for the same thing as they have in an existing request, you have the ability to merge the new request with the existing.

While chatting, you can click on any of the customer's existing requests on the right-hand sidebar. A click on the existing request will display the information about the request, along with a chat transcript if it was from a past chat. Below this you will see a button, "Associate Chat" that you can click to associate your current chat with that existing request, effectively merging the two requests.

You can select associate now and the existing request will be merged with a new request.

Department Intelligence

Upon integration, the system will check to see if your SkyDesk Support account and SkyDesk SalesIQ have matching department names. If there are matches, your SkyDesk SalesIQ will automatically route those departments together as your default department based configurations. Regardless of how many matches you have, be it one department or 20, your SkyDesk SalesIQ will automatically route those departments together by default.

 

 

Adding a new Department In SkyDesk SalesIQ and Integrating with SkyDesk Support

 

You can add departments to SkyDesk SalesIQ at any time and SkyDesk SalesIQ will automatically map the department to a matching SkyDesk Support department. If you create a new SkyDesk SalesIQ department and their is no matching department in your SkyDesk Support account, the system will by default configure this SkyDesk SalesIQ department to "On Demand."

When your SkyDesk SalesIQ automatically integrates a new department with a mathcing department in SkyDesk Support, you will see this message:

Auto association triggered! SkyDesk SalesIQ finds a match in the integrated SkyDesk Support. Hence it associates automatically. To de-link click here

Click “De- Link” to undo the auto-associated match, and configure the SkyDesk SalesIQ department to "Choose on demand".

 

Support request to be shown in SkyDesk SalesIQ

You can filter the “recent support requests” and the “search results” from SkyDesk Support, or you can fetch from all the SkyDesk Support departments. You will get two options here.

All Departments – This will show the recent requests, search results from all departments of SkyDesk Support in your agent Operator console.

Mapped Departments – This will show the recent requests and search results only from the mapped SkyDesk Support department.

 

 

Note : For Read-Only and Choose on Demand departments. Recent request and search will show the request form all the departments.

Support Information

With your SkyDesk SalesIQ integrated with SkyDesk Support, your agents will be able to view a customer or visitor's corresponding information from customer support database in the visitor information sidebar in your chat window. The information your agents can view while chatting from SkyDesk Support includes:

  • Account name
  • SLA Name
  • Contract Name  
  • Contact Owner 

Using the integrated information

When you know how to use the instantly available information from SkyDesk Support, you get the most value from your integrating live chat support with your existing customer support database.

How to view the Recent Chat Transcript of a Visitor? 

When an agent receives a chat from a visitor the recent requests inside SkyDesk Support from that visitor will be displayed below the visitor info on the right sidebar. By clicking a request an agent can view more information about the request, including a complete chat transcript if there is one.

Quick, Direct Access to SkyDesk Support 

If your SkyDesk SalesIQ agent also has access to the SkyDesk Support account, a simple click on the "Read More" icon in the recent request, and they will automatically get a complete view of that specific request inside SkyDesk Support. With instant access to a past, or related requests, your agents can quickly get a better view of how they can help the customer they are currently chatting with.

 

Converting chats to request without the Visitor email address

If you are chatting with a visitor, and their email address wasn't provided automatically from the chat embed, you will be unable to automatically create a chat request inside SkyDesk Support.

However, chats can still be converted to requests by manually adding the visitors email address from the sidebar in SkyDesk SalesIQ, after receiving the correct information from the visitor in the chat.

 

  1. In the sidebar of the chat window, find the edit icon (the yellow pencil) beside the visitor's name, and Click it to edit the visitor's information. 
  2. After clicking the edit icon, you will find fields for Visitor Name, Email Address and Contact Number.
  3. After you have inputted the necessary fields, click "Save" to sync those details with the visitor.
  4. Then click the "Convert Chat as Request" button to now convert the chat to a request in SkyDesk Support.

Searching Tickets

While chatting with, your agents can also search for tickets from SkyDesk Support by visitor name, ticket number, a visitors email address, or even by a requests subject.

To search for requests, click on the magnifying glass on the right side of "Request Related to this Chat." This will take you to the search panel where you can enter the term you wish to look up.

Changing a Request's Status

Also while chatting, your agents can open or close related SkyDesk Support requests from SkyDesk SalesIQ. Lets say you are chatting with a customer and learn from chatting that his password has not actually been reset. So instead of creating another request, you can re-open the associated request you see in the sidebar and ensure the task gets taken care of without the mess of redundant requests.

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