How to Use The Button App

Accessing the Button App Setup Window

To start editing the Button App, click on the icon in the left-nav bar. This is only available to admins, as editing this edits the button for all of your users. You can also refer to the above video to see all of this in action!

Editing the Buttons

There are a few settings for each button that you can edit. Please refer to the below screenshot and list for information on what you can do with each.

Enabled? Checkbox

This checkbox lets you know if the button is enabled and visible in the Button App in tickets. If this is selected, agents will see the button in the ticket window, and it will take them to the link in the Go-To URL field. Blue = Live, Empty = Not Live.

Button Name Text Field

This is the text that will show on the button in the ticket window. The best practice is to make it short and easy, so that agents know where it will go to. "The user's profile in our internal tool" is too long and may confuse agent's, instead try something like "Internal Tool Profile". 

Go-To URL Text Field

This is the most important part of the Button App! Without this your button won't go anywhere. Let's break this up into two parts; Links and Links with Placeholders

Links

In the Button app you can make a link to any website. The only requirement for a link is that you start with https://. That way the Button App knows that you are linking to an external website. This can be to your help center, an external resource, or even to a user's profile by utilizing Links with Placeholders.

Links with Placeholders

This is where the power of the Button App really comes through. Let's say that you want to give agents the ability to go directly to a user's profile in your internal tool. For the purpose of the demo, your internal tool's URL is https://greyspace.admin.com. By using query parameters, your url can go to directly to a user by adding /?email= to the end of the url (check with your support or IT team to see if the tool has this setup). By using Zendesk Placeholders you can pull information directly from the ticket into the URL!

So now we know that our URL is https://greyspace.admin.com, if we add/?email= to the end of that we can go to a user profile directly, and we know that {{ticket.requester.email}} will pull the requester's email via Zendesk Placeholders. That means our URL would be:

https://greyspace.admin.com/?email={{ticket.requester.email}}

By making this the URL, it will go to the requester's profile in your internal tool. This is where the true power of the Button App is shown. Please reach out to us via our Help Center if you have any issues!

Button Color Selector

This allows you to change the color of the button using any color you'd like! This is great for training so you can say "Click the red button" since that is very clear and easy. The best practice here is to make the buttons different colors (i.e. red, blue, and yellow) and very mild versions of those colors. Three neon colors is going to be an eyesore for the agents.

Save Button Button

If you change any settings on the button you need to press this button! No changes are applied until you click this (just like Submit as... on a ticket).

A button with the above settings looks like this in the app!

If you have any questions please reach out via the Submit a Request button in the top-right, or go to this link. Thank you for using the Button app.