2022: Q2 Attributes to Zendesk

• 1.0 Summary
• 2.0 Details
  • 2.1 How attributes being sent to the Zendesk?
  • 2.2 What are the features that we use attributes to Zendesk as of now?
    • 2.2.1 Engagement tab
    • 2.2.2 User Attributes tab
    • 2.2.3 Routing chats based on User Attributes
  • 2.2 What approach use to route chat based on user attributes?
  • 2.3 How does the tags works?
• 3.0 Release plan

1.0 Summary

Introduced api-attributes for Setel Zendesk to to be able to fetch new data without the need for new builds and reduced waiting time for the users.

• The users are our Setel agents

• Launch user attributes on Zendesk tab at sprint 1.98.0, 06 Jun 2022

2.0 Details

With the idea of sending attributes to Zendesk, there is no need for a new build when the Ops team have a new request to show any new piece of information on Zendesk, particularly the Admin Helper App.

2.1 How attributes being sent to the Zendesk?

Using Zendesk official API v2

2.2 What are the features that we use attributes to Zendesk as of now?

2.2.1 Engagement tab

We come up with new tab for Zendesk Admin Helper called User Attributes and Engagement for users to view and is the default tab.

With Engagement tab, users can view

• Membership details

  • User’s current membership current tier

  • User’s tier progress

  • User’s tier validity

  • Duration of user’s tiers

  • Requirement benefit

• Badges details

  • The name of every badges

  • Badge label

  • Status for the badges

    • Unlocked

    • Locked

2.2.2 User Attributes tab

With User Attributes tab, users can view

• Registered date

• eKYC status

• Lifetime fuel order value

• Lifetime fuel success count

• Last NPS rating

• Lifetime Store order value

2.2.3 Routing chats based on User Attributes

Previously, all Zendesk customers had the same level, regardless of whether they were a long-time Zendesk user or had a hero membership tier. They have no privilege in waiting time for our agents to entertain them first instead of lower tier customers. Hence, our plan is to give the best user experience to the high level customers, by routing chats based on user attributes that we had pull in Engagement tab.

• Membership tiers

• Created date

2.2 What approach use to route chat based on user attributes?

To update tags on tickets from the backend, the engineers use webhooks in conjunction with zendesk-api.

2.3 How does the tags works?

When user initiates chat to our agents, the updated tags can be view on Zendesk so the agents can arrange group based on the tags sent to Zendesk.

• Tags that is being sent now is Membership tiers as follows:

  • Junior

  • Explorer

  • Hero

3.0 Release plan

This build is ready with 1.98.0, 06 Jun 2022 release and the routing chats based on attributes released on 1.100.0, 04 Jul 2022