Alex RaineyAlex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
Table of Contents
- What is Zendesk Chat?
- Top Zendesk Chat Integrations for Customer Support
- 1. My AskAI: For Effective Deflecting of Support Requests
- 2. Translate By Humans: For Multilingual Support Service
- 3. xFindSearch: For Support Teams’ Quick Knowledge Retrieval
- 4. Aide: For Automatic Ticket Tagging and Management
- 5. Screenjar: For Screen Recording for Remote Assistance Setup
- How To Set Up Zendesk Chat Integrations?
- Improve Your Zendesk Customer Support With an AI-Powered Agent
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Started as a humble venture by three friends in a loft, Zendesk grew to become a titanic provider of SaaS products. Recent estimates put Zendesk’s paying customers at around 200,000 across 160 countries worldwide.
Zendesk helps startups, small businesses, and enterprises empower their customer support. They provide scalable and easy-to-use help desk software to make things easier for your customers and support teams.
One of their support solutions is Zendesk Chat, a live chat platform that enables support reps to connect promptly with customers.
In this article, we share the best Zendesk chat integrations to make your Zendesk CRM live chat more flexible, adaptable, and responsive to an ever-demanding customer support landscape.
What is Zendesk Chat?
Zendesk Chat is messaging software that allows customers to receive support through one-on-one conversations with support agents. This support platform is typically accessible via websites, social media platforms, or mobile applications.
Communication via Zendesk Chat can also be asynchronous. For instance, if a chat between a customer and an agent is interrupted, it can be picked up later without losing the chat’s context or history.
When Zendesk Chat is embedded in your business website, it appears as a chat widget. Customers can click this Zendesk widget, to ask questions and share their information with you.
All customer conversations across support channels are directed to a centralized workspace where agents can manage and organize them using other Zendesk support tools.
To help agents make personalized interactions with customers, Zendesk provides essential details about each customer, such as:
- Support ticket history
- Visitor path (e.g., whether the customer came from Facebook, X, WhatsApp, a website, or email)
- Duration of visits to your website
- Quantity of past visits and past chats with support
Moreover, Zendesk supports third-party integrations that can enhance self-service options for your customers. For example, you can add an AI customer support agent (like a chatbot) to Zendesk chat, so it can automatically answer customer inquiries even beyond business hours.
Top Zendesk Chat Integrations for Customer Support
The Zendesk Marketplace is a one-stop place to find third-party applications, themes, or partners that can work with Zendesk to improve customer support.
Beware, though; it takes time to find the ideal app among the haystack of apps in the marketplace. So, to help you find the perfect one for customer support, we suggest the following:
1. My AskAI: For Effective Deflecting of Support Requests
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My AskAI is an easy-to-setup customer support chatbot for Zendesk Messaging. You can directly install this AI chatbot within a live chat provider (like Zendesk, HubSpot, or Intercom) and let it resolve customer requests 24/7, improving your response times, customer satisfaction, and customer retention.
Here’s how to prepare an AI chatbot without coding:
Simply add all pages from your website and subdomains. You can also include your existing help documents and knowledge bases from Notion or Google Drive. After a few seconds, My AskAI chatbot is ready to provide instant, verified answers in as little as 5 seconds.
With My AskAI’s seamless Zendesk integration, customers can request an AI to Human Handover. The conversation from the chatbot will be automatically transferred to your Zendesk live chat, where agents can take over. Every handover comes with an AI conversation summary to quickly resolve the customer's concern.
All conversations are analyzed to form summarized insights, allowing you to discover recurring customer questions, complaints, or suggestions. The AI agent can also provide suggested fixes to resolve common conversational topics.
On average, My AskAI can resolve over 75% of customer requests overnight without human intervention.
2. Translate By Humans: For Multilingual Support Service
Translate By Humans assists in responding to customer requests in 60+ languages by providing high-accuracy translations of support tickets from the Zendesk chat interface. Unlike machine translations, TBH provides contextually relevant translations to help your agents provide personalized interactions with customers.
Essentially, a group of translators works to translate customers’ requests into your native language. By activating the app’s auto-reply feature, the app can immediately send a reply after translating a ticket.
3. xFindSearch: For Support Teams’ Quick Knowledge Retrieval
xFind Search proactively finds internal company knowledge and information to help agents promptly respond to customers’ concerns. This app analyzes a support ticket’s text and metadata in seconds to pull out relevant help documents or knowledge bases that agents can share with the customer.
This app also provides data analytics of knowledge used for support ticket resolution to help you determine which ones can be improved to help more customers in the future.
4. Aide: For Automatic Ticket Tagging and Management
Aide uses AI to learn from support tickets and categorize them using labels or tags. Beyond ticket management, Aide also provides suggestions on how your agent can resolve a ticket. For instance, if Aide detects that the ticket concerns product refunds, it will provide an overview of your business’s refund policies on the dashboard’s side.
You can also use the app to create macros and shortcuts, as well as write ticket resolution SOPs that you can share with your support reps.
5. Screenjar: For Screen Recording for Remote Assistance Setup
If customers cannot thoroughly explain their problem by typing, Screenjar allows them to record their screen, and your agent can watch it via the Zendesk chat interface.
There’s no need to install a Screenjar app to make it work with Zendesk. This app works with all the latest versions of Chrome, Firefox, and Microsoft Edge.
How To Set Up Zendesk Chat Integrations?
Follow these steps to install an app on your Zendesk chat platform:
- Go to the Zendesk marketplace.
- Using the search bar, type the name of the application you want to integrate into Zendesk Chat. For instance, type “My AskAI”.
- Click the “How To Install” Tab on the application page. This provides you with a detailed guide on how to integrate the app into Zendesk.
- Click the green “Install” button on the screen's upper-right corner. This will redirect you to the application’s website, where you can sign up and integrate the app into Zendesk chat.
Improve Your Zendesk Customer Support With an AI-Powered Agent
Zendesk is a reputable name in the field of support services. Yet, it can be more efficient, productive, and helpful when using third-party app integrations.
Among these integrations, My AskAI’s AI customer support agent is the most promising. It can resolve simple customer queries around the clock, and you can train it in minutes by adding your knowledge bases, web pages, and help documents.
Save time and money improving your help desk. Visit My AskAI today and try it for free.
Written by
Alex Rainey
Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
