- Enable your registered or unregistered (anonymous) Zendesk Support users to submit support requests from within the WordPress administrator dashboard (seeSetting up anonymous ticket submissions with Zendesk Support for WordPress).
- Convert blog comments into tickets and add a public comment that can also be posted as a reply in the blog post.
- View all of the tickets in the tickets widget, which is added to the administrator dashboard.
- View details for each ticket and then open them in Zendesk Support to make updates.
- Add a contact form to the administrator dashboard so that your site users can quickly make support requests.
- Set the visibility permissions for each type of registered WordPress site user (administrators, editors, authors, contributors, subscribers), allowing them to either see the tickets widget or the contact form.
- Add Web Widget (Classic) to your WordPress site.
- Enable your users to sign in to Zendesk Support using single sign-on (SSO) (seeSetting up single sign-on (SSO) for WordPress).
Installing the Zendesk Support for WordPress plugin
You can add the Zendesk Support for WordPress plugin to your WordPress site just like any other plugin. Plugins are only supported in self-hosted WordPress sites (wordpress.org), not free-hosted sites on wordpress.com.
To log into the WordPress plugin in your account, make sure you enable password access in Zendesk Support.
To enable password access in Zendesk Support
- InAdmin Center, click
Apps and integrationsin the sidebar, then selectAPIs > Zendesk API. - On the Settings tab, enablePassword access.
- Download the plugin athttps://wordpress.org/plugins/zendesk/.
- Log in to your WordPress site as an administrator.Note:If you installed a beta version of the Zendesk Support for WordPress plugin, delete it in WordPress before installing the new version.
- In the dashboard, selectPlugin > Add New.
- SelectUpload.
- ClickBrowseto select the file you downloaded (zendesk.zip).
- ClickInstall Now.
- After the file is uploaded and installed, clickActivate.
The next step is to configure the plugin with your account information and select the features you want to enable.
Configuring the plugin settings
Activating the plugin adds a new panel to the WordPress administrator dashboard, as shown here:
You need to configure your subdomain to access Zendesk Support in WordPress.
- Click the set up link and you'll be prompted to enter your subdomain.
- Enter your subdomain.Note:If you use host mapping, this is automatically detected when you save the account settings.
- ClickSave Settings.
You will next be prompted to optionally set the visibility permissions for your registered site users, customize the contact form, allow support requests from unregistered (anonymous) users, and add Web Widget (Classic) to your WordPress site.
For information about allowing anonymous users to submit requests, seeSetting up anonymous ticket submissions with Zendesk Support for WordPress.
你可以设置这些选项立即或稍后selecting the Zendesk Support settings from the Zendesk Support for WordPress panel, as shown here:
Setting the dashboard widget visibility by user type
You can add either the contact form or the Zendesk Support widget to the dashboards of the registered users (administrators, editors, authors, contributors, subscribers) of your WordPress site. The contact form allows them to submit support requests directly from WordPress and the ticket widget allows users who are also Zendesk Support agents to view tickets and quickly access Zendesk Support to make ticket updates. In other words, the contact form is for users who need to submit support requests, and the tickets widget is for agents to manage tickets.
- When you initially set up the plugin, the settings page is displayed after you've configured Zendesk Support. You can otherwise access this page by selectingSettingsfrom the Zendesk panel. Visibility permissions are set in theDashboard Widget Visibilitysection.
- For each type of registered site user, you can specify the following:
- Don't display anything
- Show a contact form
- Show the tickets widget
- Choose a visibility setting for all user types:
- Administrators
- Editors
- Authors
- Contributors
- Subscribers
- ClickSave Changes.
自定义接触form
Using the contact form, your registered site users can submit support requests.
- SelectSettingsfrom the Zendesk Support panel.
- In theContact Form Settingssection, enter text for the form title, summary label, details label, and submit button label.
- ClickSave Settings.
Adding Web Widget (Classic) to your WordPress site
Using the Zendesk Support for WordPress plugin, you can easily add Web Widget (Classic) to your WordPress site. After integrating your WordPress site with Zendesk Support, the Web Widget code is automatically pulled into WordPress.
- If you haven't already done so, set up Zendesk Support Web Widget (Classic) (seeUsing Web Widget (Classic) to embed customer service in your website).
- In WordPress, selectSettingsfrom the Zendesk panel.
- Select one of the following widget display settings:
- Do not display the Web Widget anywhere (this is the default)
- Display the Web Widget on all posts and pages
- I will decide where the Web Widget displays using a template tag
- If you selected to use a template tag, you can then place the widget where you would like it on your site using the following template tag:
- ClickSave Settings.
Web Widget (Classic) behaves as it would when added to any other website. For example, you can configure it to also allow users to chat with agents and search your knowledge base.
Submitting a request from the dashboard
Registered site users who have been granted permission to see the Zendesk Support contact form (shown above) on their dashboards may submit support requests. These users can either be registered users in Zendesk Support or you can allow unregistered (anonymous) users to submit requests (seeSetting up anonymous ticket submissions with Zendesk Support for WordPress).
Users fill out the contact form and clickSubmit. If you've configured the plugin to allow anonymous submissions, then the requester is not prompted to sign in to Zendesk Support; an agent acts as the delegate for anonymous requests. If not, all your users must sign in before submitting requests. After a request is submitted, the requester receives the usual email notification.
Using the ticket widget
Using the tickets widget, agents can view tickets using all of the shared views in Zendesk Support.
By selectingChange Viewyou see and can switch to any of the shared views in Zendesk Support.
By clicking on a ticket, you see summary information about the ticket and make updates.
Converting a blog post comment into a ticket
You can convert blog comments into tickets in the dashboard. Only comments that have been submitted along with an email address can be converted into a ticket. The commenter's email address is used to add them to your instance of Zendesk Support and enable follow-up communication about the ticket.
- Sign in to the WordPress administrator dashboard, and selectComments.
- Locate the comment you want to convert to a ticket and clickConvert to Zendesk Ticket.
- You'll be prompted to enter a comment, which can be posted as a response in the post. Enter your comment and then optionally select either or both of these two options:
- Make this a public comment in the ticket
- Post as a reply on this blog post
- ClickCreate Ticket.
All follow up on the ticket occurs within Zendesk Support.
7 Comments
Hi all,
Last update to this plugin was 8 months ago. Any news on ongoing updates to make it compatible with latest WordPress version? Would really like this in a forum site I am creating, which will include companies that use Zendesk so that it can be integrated directly into their private forums.
Thanks!
Hi Terry,
We were able to install this with the latest version of Wordpress, despite the warning messing, so you should be able to use it.
Hey@...,Terry Halegot a point. This plugin haven't seen an update for more then a year. Its lack of features (like creating custom tickets) and force you as a zendesk paying client to purchase solutions provided by other plugin developers.
Besides that, wordfence warn regarding the plugin and does not allow to use it.
The plugin have not not been tested against the last 3 major WP versions. It might have security bridges. And I guess it has, if wordfence alerts regarding it.
It's now mid-2023, the plugin is still showing on version 1.8.4 and hasn't been tested or updated in ages. I'm interested in using it, but only if Zendesk is still supporting activity, which doesn't appear to be the case.
I can see this support article was updated a few months ago.
Hi Steven,
WordPress插件编写和支持Zendesk. I understand the hesitation you have but you can rest assured that you can reach out to Zendesk for support if you encounter any issues with the integration itself.
Hope this helps.
Hello Noly,
With all due respect, I have some concerns regarding your statement that I feel need to be addressed. It appears that you might not have hands-on experience managing a WordPress website, or you would be aware that outdated and untested plugins with the latest WordPress versions are a well-known security risk.
Indeed, a plugin that isn't current is likely to leave us vulnerable to cyber threats, and I believe we should all proceed with caution when dealing with such plugins. Your offer to assist with the integration is appreciated, but it doesn't really tackle the underlying issue.
I kindly suggest that you consider updating and testing the plugin to match the current WordPress versions. It would go a long way in ensuring that we, as website administrators, won't be left picking up the pieces in the aftermath of a potential cyber attack due to outdated plugins.
Pleasesign into leave a comment.