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Glance

Glance for Zendesk Setup Guide

Glance for Zendesk is the easiest way for your support staff to launch a Co-browse or Screen Sharing session from Zendesk. This guide provides instructions for getting Glance for Zendesk set up.

 

Requirements

Before you begin using Glance for Zendesk, please ensure you have a valid Glance trial or subscription. You can sign up for an account on our website: www.glance.net.

 

You must also have a Zendesk account with the ability to install an app from the Zendesk Apps Marketplace, as well as the ability to add new User fields.

 

If you need help with any of these processes, please contact Glance for assistance.

 

Adding necessary fields

In order for your Zendesk agents to have the ability to use Glance for Zendesk, you need to add a few fields to your Zendesk User objects. 

The two fields that need to be added are a user field to store an Agent's Glance for Zendesk address and a user field identify a customer for Glance Cobrowse.

Note: An agent’s Glance Address is their Glance username. Each agent that will use Glance must have a Glance Address.

 

To set up a user field to store an agent's Glance Address, follow the steps below:

  1. Go to your Settings by clicking the cog at the bottom left of your Zendesk screen.
  2. In the Manage section, click on User Fields.
  3. Click on a new Text field.
  4. For Field title shown to agents enter Agent Glance Address.
  5. For Field key enter glance_address.
  6. For Description enter Agent Glance Address used by Glance sidebar app.
  7. Click Create Field.
  8. Click on the cog icon on the bottom left corner of Zendesk.
  9. In the Manage section, click People.
  10. Open an agent profile that you would like to use Glance with.
  11. Find your newly created Agent Glance Address field on the bottom of the left-hand pane and enter the agent’s Glance address (For example, amcancio.glance.net).
  12. Repeat this process for all the agents that you would like to use Glance with.

User field to identify a customer for Glance Cobrowse (Optional)

 

This field can contain a visitor ID or other identifying piece of information about a customer on your website. Using this field, your agents will be able to connect to an identified customer with a single click. To learn more about this, check out the Glance Cobrowse Setup Guide (Version 3.2.0.)

 

If you are still unsure if you would like to use this functionality, contact us to better discuss your use case. Otherwise, your agents will be able to start sessions with a 4 digit key given to them by the customer.

  1. Go to your Settings by clicking the cog at the bottom left of your Zendesk screen.
  2. In the Manage section, click on User Fields.
  3. Click on a new Text field.
  4. For Field title show to agents enter End-user Glance Co-browse Key.
  5. For Field key enter end_user_glance_cobrowse_key.
  6. For Description enter A piece of information to identify customers when using Glance Integrated Session Start.
  7. Click Create Field.

Installation

Once you have ensured you are ready to install Glance and added the two initial required fields, you are ready to follow the steps below to install Glance for Zendesk.

 

To install Glance for Zendesk, follow the steps outlined herein:

  1. Go to your Settings by clicking the cog at the bottom left of your Zendesk screen.
  2. In the Apps section, click on Marketplace.
  3. Find and view the Glance listing.
  4. Click Install App in the upper-right-hand corner of the page.
  5. Click Install on the next screen.
  6. Open a ticket. You should see the app in the sidebar. If you do not see the sidebar, make sure that the App drawer is open by clicking the Apps button in the upper-right-hand corner of the ticket.
  7. If you are an admin, you should see an App Settings link on the bottom-right-hand corner of the app. Click the App Settings link.

    ZendeskScreenshot3
     
  8. In the Simple Screen Share section, select whether you would like to give your agents the ability to start Glance Show or View sessions from Zendesk. Show will show your agent’s screen to a guest, View will allow the agent to view the guest’s screen and possibly control it.
  9. In the Simple Screen Share Client Key Settings section, choose one of the following. Currently, 'Client settings key’ is the default setting but we know of an issue that may prevent it from working correctly. Please select ‘Random key’ or ‘No key’ during setup:
    1. Random key: Screen sharing sessions will be protected with a randomly generated key. The agent will instruct customers to go to their Glance Address and enter this key.
    2. No key: Screen sharing sessions will start without a key needed to join. The agent will instruct customers to simply go to their Glance Address to show or view their screen.
    3. Client settings key: Agents can specify key settings in their installed client. If you choose this option, the sessions will start according to each agent’s client settings.
  10. In the Cobrowse section, select the field you would like to use for Glance Cobrowse session keys. If you have not set up Integrated Session Start and the necessary fields for this, just leave it at None. This will start Glance Cobrowse sessions with a 4-digit key that the customer gives to the agent.
  11. In the Comment and Reply Settings section, you have these options:
    1. No comment or reply: no comments or replies will be submitted when an agent starts a Glance Cobrowse or Screen Sharing session from Zendesk.
    2. Draft comment: Generates an internal note with session information but does not submit. The agent will still have to submit the changes to the ticket.

      ZendeskScreenshot5

       
    3. Submit comment: Submits an internal note with session information via background API request. Note: The agent will have to refresh the ticket to see these changes.
    4. Draft reply: Generates a public reply with session information for Glance Show and View sessions. If the agent chooses to submit this draft reply, the customer will receive an email with information on how to join the session.
    5. Submit replySubmits a public reply with session information for Glance Show and View sessions via background API request. This will automatically notify the customer via email with instructions on how to join the session. Note: The agent will have to refresh the ticket to see these changes.

      ZendeskScreenshot6

       
    6. Submit new tickets from User: If an agent starts a Glance session while viewing a User in Zendesk, Glance will automatically create a ticket with session information and pop that ticket into view.
  12. In the Tag Settings section, choose Draft Tag if you would like to add a tag to the current ticket that indicates that a Glance session was started on this ticket. The tags will be: glance-show, glance-view, or glance-cobrowse. If you choose Submit Tag the tags will be automatically added to a ticket via a background API request.

    ZendeskScreenshot7

     
  13. Click Save.

Launching Glance Cobrowse

Follow the instructions below to launch Glance Cobrowse:

 

  1. After the app has been installed, you will see the app in the sidebar of a ticket or user. If you do not see the sidebar, make sure that the Apps drawer is open by clicking Apps in the upper-right-hand corner.
  2. The agent, who is presumably speaking with a customer via chat or phone, will instruct the user to click the Glance Cobrowse button on your website.


     
  3. If the customer was not logged in, or you have not set up Integrated Session Start, the customer will see this:


     
  4. The agent will then click the Cobrowse button, hit Find, and then hit the Join Cobrowse Session button once the session is found on our servers:



     
  5. If you have selected a field for Integrated Session Start in the App Setting, you will see a loading screen:

 

Launching Glance Screen Share

 

Follow the instructions below to launch Glance Screen Share:

 

  1. After the App has been installed and each agent has installed the Glance client on their computer, you will be able to launch Screen Share sessions from the sidebar of a ticket or user. If you do not see the Apps sidebar, make sure that the Apps drawer is open by clicking Apps in the upper-right-hand corner of the screen.
  2. The agent, who is presumably speaking to a customer via chat or phone, will click the Show or View buttons:

    Glance Zendesk Show View
     
  3. A new window will open and the agent will get a dialogue confirming the session:

    Glance Confirm
     
  4. The agent will direct the visitor to their Glance Address (ie. agent.glance.net) and according to your App settings in Zendesk, the visitor will need a key to join the session. If you have selected Submit reply in the Comment and Reply Settings section in the App Settings, the user will automatically receive an email with a link to the Glance Address and session key:

    ZendeskScreenshot8
     
  5. The visitor then goes to that Glance Address and joins the session. 

 

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