Zendesk auto-reply

Enhancing your Zendesk auto-replies with Screendesk links enables customers to easily submit screen recordings tied to their tickets, streamlining issue resolution for your support team. This guide walks you through the setup process.

Ensure you’ve configured Zendesk automations or triggers for email auto-replies. If you need guidance, follow Zendesk's guide on configuring auto-replies.

Here's how it looks like:

Steps to Set Up the Zendesk Auto-Reply with Screendesk Integration

1. Access Zendesk Admin Center Log in to Zendesk and navigate to the Admin Center.

   
2. Go to Objects and Rules In the Admin Center, select Objects and rules from the navigation menu.

3. Locate Triggers or Automations Depending on your existing setup, locate your triggers or automations. For this guide, we’ll use triggers, as they natively support email auto-replies in Zendesk.

1. Edit the Trigger’s Email Body Open the trigger that manages auto-replies. In the email body, add a new sentence prompting the customer to use Screendesk for submitting recordings. For example:

If you’d like to share a screen recording to help us understand your issue better, click the link below:

1. Retrieve the Screendesk Generic Recording Link

• Go to Screendesk and log in.
• Click on Request recording to generate a generic recording link. Example link: https://app.screendesk.io/recordings/new?ak=0ZMy1g&key=vQvF_A&src=rria

  

1. Customize the Screendesk Link Update the generic link to ensure the recording ties back to the Zendesk ticket. Make the following changes:

• Add zid={{ticket.id}}& after new? to associate the recording with the ticket ID.

• Replace src=rria with src=rrz&p=1 for proper integration.

Final Link Example: https://app.screendesk.io/recordings/new?zid={{ticket.id}}&ak=0ZMy1g&key=vQvF_A&src=rrz&p=1

1. Test and Activate the Trigger

• Save your changes and test the trigger to ensure the email auto-reply includes the personalized Screendesk link.

• Once confirmed, activate the trigger.