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Zendesk with Astro

Zendesk can support the site, and the default install loads the widget everywhere while the help center quietly becomes a second property. Both are decisions worth making on purpose.

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Zendesk integrations like this usually take 2–4 days

How the handoff works.

  1. 01

    Page

    Where the widget loads, decided

    Key handoff

  2. 02

    Context

    What it knows about the visitor

  3. 03

    Ticket

    Created with the page it came from

  4. 04

    Help center

    A second property, on purpose

  5. 05

    Verify

    Loading rules and routing checked

Why this is the key handoff

The widget and the help center are two decisions. One is what loads on the site and where. The other is a second property with its own domain, its own templates and its own search results, which is a thing to decide on purpose rather than to discover later.

Three things that commonly go wrong.

  1. 01

    Tickets need the right requester and routing context

    Where a ticket arrives without the requester matched, or without the fields your triage rules read, your routing has nothing to act on and it waits wherever unrouted tickets wait. I pass the agreed context in at submission so the rules you already have can do their job.

  2. 02

    Matching the site's design there is a second build

    Guide themes are their own templating system with their own language, so nothing carries across from the site automatically. Matching the site there is a build of its own, and it is the difference between one brand and two.

  3. 03

    Support code runs on pages that never need it

    The default install puts a substantial script on every page, and it usually lands in the same corner as something else. I scope it to where support actually happens and check what it costs the pages that keep it.

What is included.

  • Zendesk Web Widget or messaging loaded where it belongs

  • Visitor and page context passed into support

  • Routing by page, product, plan or intent

  • Help-center content surfaced, linked or mirrored where appropriate

  • Loading rules that protect important landing pages

Wire up something else?

Reach out and see if we are a good fit.

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Currently booking two to four weeks out.