Zendesk

A ticket sidebar app for Zendesk Support:

• Start translated call: a voice or video call in which the agent and the requester each speak their own language. The agent's side opens in a new tab.
• Put the customer's link in my reply: adds the call link to the reply, in the customer's language.
• Translate the customer's last comment into the agents' language.
• Translate my reply into their language: replaces the draft with its translation.

The customer's language comes from their Zendesk profile, or from their comment once translated. If it isn't known, the call lets the customer choose.

Install#

1. In Spiiksi, create an API key with the scopes calls:write and translate (API & integrations → API keys). A test key is free for trying it out.
2. Download spiiksi-zendesk.zip.
3. In Zendesk Admin Center: Apps and integrations → Zendesk Support apps → Upload private app. Upload the zip.
4. In the app's settings, paste the API key and your agents' language code (en, fi, sv…).

The key is a secure setting: Zendesk's proxy adds it to each request, so agents' browsers never see it, and requests can only go to api.spiiksi.fi.

Notes#

• Calls carry external_id: "zendesk-<ticket id>" and metadata.zendesk_ticket, so webhooks can be matched to tickets.
• To check the package before uploading, run zcli apps:validate in the unzipped folder with the Zendesk CLI.