ZendeskPRO

This knowledge base article relates to the WS Form Zendesk add-on. Click here to purchase this add-on.

The Zendesk add-on allows you to create custom support ticket forms on your website that are pushed to your Zendesk account.

Installation

The Zendesk plugin is installed in the same way as installing the WS Form PRO plugin.

Once installed you will need to activate the license for the plugin. When you purchase the Zendesk plugin, you will be given a license key. If you have lost your license key(s), click here.

To activate your license key:

  1. Click ‘WS Form’ in the WordPress administration menu.
  2. Click ‘Settings’.
  3. Click the ‘Zendesk’ tab at the top of the page.
  4. Enter your license key.
  5. Click the ‘Activate’ button.

If your license key fails to activate, please ensure you are using the correct license key and not your WS Form PRO license key.

Connecting to Zendesk

In order to use the add-on, you need to connect it to Zendesk. Connecting is easy!

  1. Click ‘WS Form’ in the WordPress administration menu.
  2. Click ‘Settings’.
  3. Click the ‘Zendesk’ tab at the top of the page.
  4. Click ‘Connect’ and follow the onscreen prompts

If you do not have a Zendesk account, you can create a new account here.

Creating a Form for Zendesk

Automatically

The Zendesk add-on comes with an example form template that you can use to create a support ticket form in a single click.

  1. Click ‘WS Form’ in the WordPress administration menu.
  2. Click ‘Add New’.
  3. Select the ‘Zendesk’ tab at the top of the page.
  4. Click on the ‘Support Ticket’ template.
  5. Wait a few moments while the form is created.

That’s it! Your form will be created and is ready to add to your website.

Manually

It is also possible to use any form created in WS Form and add an action so that it is submitted to Zendesk when a user saves or submits their form.

To add a Zendesk action:

  1. When editing your form, click the ‘Actions’ icon at the top of the page. The ‘Actions’ sidebar will open on the right-hand side of the page.
  2. Click the ‘Add’  icon to add a new action.
  3. Select ‘Add to a Zendesk List’ from the Action pulldown. A series of settings will appear.

As with all sidebars in WS Form, click to the ‘Save’ button at the bottom to save your changes, or click ‘Cancel’ to disregard your changes.

The Zendesk action settings are as follows:

When should this action run?

You can choose to run the Zendesk action when the form is saved, submitted, or both.

Field Mapping

Field mapping tells WS Form which of your form fields relate to the corresponding fields in Zendesk. For example you would want to map your Email field to the Email field in Zendesk.

To map a field:

  1. Click the ‘Add’  icon at the bottom right of the field mapping section.
  2. In the left-hand column, select your form field.
  3. In the right-hand column, select the corresponding Zendesk field.
  4. Repeat this process for each field on your form.
  5. Click the ‘Save’ button at the bottom of the sidebar to save your changes.
Tag Mapping

Tag mapping tells WS Form which of your form fields relate to the tags in Zendesk.

To map a field:

  1. Click the ‘Add’  icon at the bottom right of the tag mapping section.
  2. Select your form field.
  3. Repeat this process for each field on your form.
  4. Click the ‘Save’ button at the bottom of the sidebar to save your changes.

Tag mapped fields need to be a choice field, such as Select, Checkbox, or Radio fields.

Attachments

You can also attach files to Zendesk tickets. To do this you just need to add at least one file upload field on your form.

To map your file upload field to Zendesk:

  1. Click the ‘Add’  icon at the bottom right of the attachments section.
  2. Select your file upload field.
  3. Repeat this process for each field on your form.
  4. Click the ‘Save’ button at the bottom of the sidebar to save your changes.

Variables

The Zendesk add-on introduces additional variables that you can use in actions such as messages and emails.

Name / VariableAdditional Information
Zendesk: Ticket ID
#zendesk_ticket_id
Returns the ID of the created ticket.
Zendesk: Ticket URL
#zendesk_ticket_url
Returns the URL of the created ticket in your Zendesk account. Do not use this URL in any communications to the person submitting the ticket.