SendSafely for Zendesk Messaging and Chat

The SendSafely integration for Zendesk Messaging and Chat enables your supports to send sensitive and large files to your end users, and to receive sensitive and large files from them, in the Chat and Messaging channels. The SendSafely integration for Zendesk works seamlessly across multiple channels, including Web Forms, Email, Messaging, and Chat. In this article, we'll discuss how to set up our Zendesk integration in the Messaging and Chat channels.

Prerequisites

To set up the SendSafely integration for Zendesk Messaging and Chat, you must first:

• Be a SendSafely Business or Enterprise customer.
• Install our Zendesk Agent App.
• Set up a Hosted Dropzone, preferably one belonging to a Service Account, and add the Zendesk admin setting up this integration as a recipient on that Dropzone. 
• Install one of the following Dropzone connectors. If you're not also using us in the Web Forms or Email channel, you can skip the step for creating a macro, as we'll be creating a different macro for the Messaging and Chat integration.  
  • AWS Lambda
  • Microsoft Azure
  • Google Cloud Platform

Create a macro

In Zendesk, navigate to Admin > Workspaces > Macros > and click Create Macro. Give this macro a descriptive name such as "Messaging - Insert Link to SendSafely Dropzone" and make it available to any agents who will need to collect sensitive and/or large files via Zendesk Messaging or Chat. Add a "Comment/description" action with text like the following:

Please use the following link to upload your files: https://yourcompany.sendsafely.com/dropzone/yourdropzone/{{ticket.id}}

Replace the URL before the last / with the URL to the Dropzone for which you set up the connector. Feel free to localize the text before the URL, or replace it with additional clarifying information. Note that if you want to prepopulate your end user's email, you can instead use text like the following:

Please use the following link to upload your files: https://yourcompany.sendsafely.com/dropzone/yourdropzone/{{ticket.id}}/{{ticket.requester}}

When you're done configuring this macro, click Save.

Test your setup

Now that you've installed the Agent App and set up a Dropzone Connector and macro, let's ensure that everything is working.

Playing the role of the end user, navigate to your Zendesk portal and open a chat:

Pivoting to the role of the agent, claim the ticket from your queue in the agent workspace and–if you're not already signed into our Agent App–do so.

Outbound Test

Create an outbound SendSafely package using the Attach Files and/or Add Message buttons in the Agent App, then click Send to deliver the secure link for that package to the end user:

As the end user, verify that you can navigate to this secure link, enter your email address, and gain access to the package by providing the one-time PIN code sent to your email.

Inbound Test

As the agent, apply the macro we created above and click Send.

Now, as the client, navigate to the URL generated by that macro. Provide your email address (unless the macro already prepopulated it), and attach a file or files, as well an optional secure message, if this Dropzone is set up to allow one. Click Submit.

Pivoting back to the role of the agent, you should see that your Dropzone connector has added a (by default, internal) comment to the ticket with a secure link to the files your end user just uploaded. Your agent should now be able to view the files and/or secure message from that Dropzone submission in the Agent App.

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The SendSafely integration for Zendesk Messaging and Chat enables you to leverage SendSafely's end-to-end encryption and large file size support within Zendesk's Messaging and Chat channels, protecting your and your end user's data while boosting your support agents' efficiency.