In This Article
What Is Zendesk Practice?
The Zendesk practice integration imports real Zendesk tickets into Lessonly, helping you create authentic, interactive scenarios in which new hires learn the fundamentals of customer support while tenured teammates sharpen their skills.
Zendesk practice is available for customers in the Starter and Business packages. To enable this feature, please contact your Account Manager or email Support at email@example.com.
What Information Does Lessonly Store?
Lessonly stores the following information about imported Zendesk tickets:
Ticket ID number
When the ticket was created
The name of the person who originally sent the ticket
Ticket subject line and description
These details can be changed when designing practice activities, however. Imported ticket data will remain on Lessonly's servers unless or until you delete tickets from the practice element.
How to Install Zendesk Practice
Navigate to Zendesk's Marketplace. Locate the Lessonly Practice app, then select the account to which the app should be installed.
You'll be directed to the Lessonly Practice installation page. Here you must supply three pieces of information: a title, a subdomain, and a token. The title can be anything you choose. As for the subdomain and token, these can be found in the admin settings of your Lessonly account.
In Lessonly, select the cog icon in the upper right corner of the user interface, then select Settings from the menu. Finally, select the Integrations tab. On this page you'll see a heading, "Zendesk Integration", followed by your subdomain and token values. Copy this information, taking care not to expose or share the token.
Return to the Lessonly Practice installation page in Zendesk. Enter the subdomain and token values in their corresponding fields.
Note that you can also set access permissions on this page. Admins can restrict access to certain groups or user roles. Read this article for more information on managing access.
And that's it! You've successfully installed the Zendesk practice app. Read on to learn how the app works in Lessonly.
How Does Zendesk Practice Work?
In Zendesk, select any ticket. You can send open tickets to Lessonly or closed ones. Next, select the Apps icon from the fly-out menu on the right-hand side of the page.
Your installed apps will appear in a collapsible menu. Locate Lessonly Practice and expand it. Here you can add a usage note to explain why the ticket would make a useful addition to a lesson.
Finally, select the Send button to export the ticket to your Lessonly account.
Designing Practice Activities
Navigate to the lesson to you want to enhance with Zendesk practice. Select Add Element, then select Zendesk Ticket Handling from the Practice submenu.
Choose a ticket from the ones you've exported to Lessonly. You can filter by all saved tickets in your account or just the ones you've saved. If you appended a usage note in Zendesk you'll see it underneath the ticket's subject line.
After importing a ticket you'll see its facsimile within the practice element. All of the salient information from the original ticket is recreated here including the name of the requester, the original subject line, and the request itself (i.e., the problem vexing the requester).
To this information, you'll want to add a prompt that instructs learners how to successfully complete the activity. Learners will compose a reply to the support ticket as if it were an actual, urgent problem within the Zendesk platform.
Optionally, select the Grading Resources tab to supply graders with a correct answer and notes to help them calibrate their assessment activities. These fields are optional and independent of one another (that is, you can add one or the other, or both). You can also add feedback criteria to help learners understand what constitutes a great answer.
What Learners See
This is an example of what learners see when they encounter Zendesk practice in a lesson. On completion, learners' responses are sent to the grading station to await evaluation.
Questions? Contact the Support team at firstname.lastname@example.org