Using the Yonyx cloud based platform, you can create decision tree driven interactive guides. These guides can be published for interactive self service for your customers or for guiding your call center agents. In either application, Yonyx guides are used integrated with Zendesk.
Why would you consider Yonyx Interactive Guides?
Your organization uses Zendesk to create, track & close trouble tickets. You have also created (perhaps thousands of) knowledgebase articles. But customers and your call center agents often get lost trying to find the right article & intimidated when going through a comprehensive one! Sounds familiar?
Yonyx platform integrated with your Zendesk implementation helps you overcome these problems. Yonyx enables you create decision tree driven interactive guides for customer service.
How to install
Sign in to your Zendesk, then click on the Admin icon in the sidebar.
Select Apps > Browse, then find the "Yonyx Interactive Guides for Support" app and click the tile.
On the Yonyx Interactive Guides app page, click Install app in the upper-right corner.
Configure the app settings:
Yonyx Subdomain: The subdomain you chose while registering your company with Yonyx. For example, if you chose acme.yonyx.com, enter 'acme' in this field.
Line of Business ID: When you register with Yonyx you get 2 lines of business by default. Enter the LOB id you intend to use here.
Ticket fields to base Tag Search on: Changes to these fields will resulting in Yonyx displaying the guides tagged with those field values. Example: ticket.tags,ticket.customfield24609383,ticket.customfield24655806
Yonyx API Key: Yonyx API Key can be found in Security Page after you log into Yonyx as an Administrator.
Yonyx API Secret Key: Yonyx API Secret Key can be found in Security Page after you log into Yonyx as an Administrator.
Custom Field to store session Transcript IDs: Please add a new custom field and call it 'Session Transcript IDs' and enter its custom field ID here. Eg: customfield24651386
Custom Field to store ticket Transcript IDs: Please add a new custom field and call it 'Ticket Transcript IDs' and enter its custom field ID here. Eg: customfield24651526
Include Transcript URL: Includes the Transcript URL in ticket internal notes
Include Transcript Summary: Includes the Transcript Summary in ticket internal notes
Height: Sets app height.
If you have any question or comment, please contact us at firstname.lastname@example.org