Zendesk - Help Center Widget and Agent App

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This Integration Guide covers the installation and use of two components:

  • Help Center Attachment Widget: Used by non-agents to send files when creating or updating a Zendesk ticket, and
  • SendSafely Agent App: Used by Zendesk Agents for viewing/downloading files and to send files to end-users.  

Each component can be installed and used separately. 

Installing SendSafely with Zendesk

 

Installing the Zendesk Agent App

The agent app can be installed directly from the Zendesk Marketplace. After you install the app, configure the below settings from the Manage Apps interface:

  • Enable Role Restrictions (General Settings Tab) - Lets you control which agent roles can see the app. By default, the app is available to all agents (although it requires them to register with SendSafely before they can use it).  

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  • Enable email verification for non-agents by default (App Configuration Tab) - Determines whether end-users (non-agents) are required to authenticate when receiving files. This option can be overridden on a per-file basis by the agent when sending a file.

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Installing the Help Center Attachment Widget

Installing the Help Center integration requires you to edit your Help Center template.  Step by step instructions can be obtained on our developer site.

By default, the Help Center integration will protect ALL incoming ticket forms. You will see the SendSafely orange padlock icon in the upload dialog of the form once it is loaded. If you want to restrict the Help Center integration to only load on certain custom forms, instructions on how to do so can be found here.

 

Using SendSafely with Zendesk

This section assumes that the installation steps noted above have been completed, and the Zendesk integrations are ready to be used by agents and non-agents.

 

Using the Help Center Attachment Widget (non-agents)

Once you enable the Help Center Attachment Widget, all attachment dialogs within the Help Center will be automatically secured with SendSafely.  The SendSafely attachment dialog looks and behaves like the built-in Zendesk dialog, however the SendSafely orange padlock logo will be visible instead of the grey paper clip.

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Be sure to check if the SendSafely orange padlock shows up in the attachments section of the Submit a Request screen.  If you do not see the orange padlock, the SendSafely widget may not be enabled and files will not be secured.

 

The following diagram shows what happens under the hood when a file is attached using SendSafely:

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  • Step 1: User attaches one or more files using the Zendesk new ticket dialog. The files are encrypted and uploaded to SendSafely (they never touch Zendesk).
  • Step 2 - When the upload completes, a Secure Link is returned by the SendSafely API to the Zendesk page. The Secure Link is necessary (along with a SendSafely login) to access the uploaded files.  
  • Step 3 - When the user submits the form, the Secure Link is silently appended to the Ticket Description field (the same field where the user provides the description of the problem). The user provided description text is retained within that field along with the Secure Link to access the files.  

 

The Secure Link that gets embedded into the Ticket Description field requires a SendSafely login in order to view the submitted files.  The SendSafely users that are permitted to access these files are controlled by the owner of the SendSafely Public API Key used by the Help Center widget. 

 

Once submitted, any ticket that contains files attached with SendSafely will have a Secure Link embedded in the footer of the Ticket Description field as shown in the email notification below:

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The SendSafely Secure Link can be used by any Zendesk Agent to access the uploaded files at any time. The link will direct you to your SendSafely Enterprise Portal, where you will need to authenticate to view and/or download the attached files.  

 

Using the SendSafely Agent App

The SendSafely Agent App is designed to streamline the process of viewing files that were attached using the SendSafely Help Center Attachment Widget.  The Agent App runs in the sidebar of the Zendesk Agent interface when viewing or editing a ticket (as shown below).

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The Agent App works by inspecting the active ticket for SendSafely “Secure Links”.  The list of files associated with Secure Link(s) on the active ticket will be displayed in the sidebar.  Clicking on the file in the sidebar will allow you to download each file.

 

If you load the Agent App and you are not authenticated to SendSafely, you will be prompted to either Activate a new Account or Log in to SendSafely. Clicking either of these buttons will open a new tab that will allow you to authenticate to SendSafely. Once you authenticate, the  new tab will close and the Agent App will automatically refresh.

 

In addition to viewing submitted files, the SendSafely Agent App can also be used to send files back to your users.  To send a new file in a ticket reply, use the orange cloud button in the sidebar app to attach a new file as shown below.  

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Clicking the button will allow you to choose files from your local machine to attach to the reply. Once a file is chosen and uploaded, you will see the secure link automatically appended to the reply field.  

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Do not use the built in “Attach File” button in the Zendesk reply dialog to attach files as this button will bypass SendSafely and upload file using the built-in Zendesk mechanism.  

 

Also note that when sending files to a user, the agent will have a checkbox option “Require authentication to access files”.  When this checkbox is enabled, the end-user will be required to enter an Email Verification Code before being allowed to access the files.  If this option is not checked, only the link within the ticket reply will be needed to access the files.

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When sending sensitive files, always enable the “Require Authentication” option. Not enabling this option allows anyone with access to the Zendesk Ticket (including email recipients) to access the files.  

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