The tool is highly customizable and makes it possible to create the most diverse automations (including the creation of chat bots), monitor visits to your website in real time and can also help a lot in measuring user engagement with your product.
Among the most important KPIs that you can analyze with access to the Zendesk Chat API are:
- Response time;
- Average waiting time;
- Interaction satisfaction index;
- Total duration of the chat;
- Number of open X resolved chats;
- Number of chats handled by agent.
Adding the data source
1) Access your Zendesk account as administrator/owner, click on the gear (settings) on the left side and, in channels, go to “chat”, then “Chat Panel”
2) Once on the chat page, on the left panel, go to “Settings” and then “Account”
3) On the new screen, go to “API and SDKs” at the top, then select “Add API Client”
4) Fill in the information as below, then click Create API Client
- Customer name: Kondado
- Company: Kondado
- Redirect URLs: https://kondado.com.br
After creating the API client, a popup similar to the image below will appear. Copy the Client Id and Client Secret.
5) In the URL below replace the following:
https://NAME_COMPANY.zendesk.com/chat/oauth_login?auth={"scopes"%3A+["read"%2C+"write"]%2C+"state"%3A+null%2C+"redirect_uri"%3A+"https %3A%2F%2Fkondado.com.br"%2C+"response_type"%3A+"token"%2C+"client_id"%3A+"CLIENT_ID"}
- COMPANY_NAME: your zendesk domain (for example, in company.zendesk.com the company is your domain)
- CLIENT_ID: the client_id obtained above
Access the URL after replacing the values in your browser
6) After accessing the URL, you will be redirected to an authorization page as below. Select “Allow” and you will be redirected to the Kondado website
7) Once on the Kondado website, copy the URL into a text editor, its format will be something like the one below:
https://kondado.com.br/#access_token=y9huojnmkhu9odwqujifJMASD98n1j23jhasdas2223&token_type=Bearer&scope=read+write
Select the part between “access_token=" and “&” (not including these values), as in our example above, the value will be: y9huojnmkhu9odwqujifJMASD98n1j23jhasdas2223
9) On the new data source page, give it a name, copy the token generated in step (7) and save
