The Zendesk application features two settings tabs:

  • Details tab: Displays settings related to authentication and timeouts.
  • Client Settings tab: Displays settings related to the presentation and layout of the application in the browser.

Clicking the Zendesk link in the grid on the Partner Applications page displays the Details tab by default.

Note: The following sections describe the application settings in detail. The default settings were specifically configured for smooth integration with the Zendesk interface. Although many of the settings are editable, it is recommended not to change the original values.

Details Tab

The following example shows the settings displayed on the Details tab.

The settings are listed and described in the following table.

Setting Description/Notes
Authentication Type
  • Internal: Authentication is based on an internal database controlled through the Admin Console.
  • Custom: Authentication is based on an external authorization server that operates according to Jacada Interact's security specification.
For more information, refer to Authentication Overview.
Application Key An identifier that is defined in the Jacada Interact Admin Console and used for access to the server. The application key is generated automatically when an application is added.
Agent Full Full URL The full URL path used to access the application. The application key must be appended to the URL.
Active Indicates whether the application is currently active. The application key of an inactive application is disabled, and users are unable to access Interactions.
Internal Timeout The period of time (in seconds) during which the client can send requests without the need for revalidation of the access token by the authorization server.
Authentication Link URL The full URL path to the relevant AuthLink server. This setting appears only when Custom authentication type is selected.
Clicking Test tests the connection to the server.
Requires Login This setting determines whether or not users need to log in to access unsecured Interactions.
Navigation Timeout (in minutes) The period of time for which an idle Interaction (not being navigated by the user) is still considered active. After the Navigation Timeout is reached, the Interaction is considered abandoned, and if the user attempts to continue it, an error message is displayed.
The default Navigation Timeout value is 43,200.

Client Settings Tab

This tab displays settings that define the default presentation, layout, and functionality of the Agent Application. The settings that are available vary according to whether the Agent Scripting parameter is set to Full Agent Scripting (agents can start Interactions) or Interaction History Only (agents can access previously run Interactions). Full Agent Scripting is the default scripting setting for the Zendesk application.

The following example shows the settings displayed on the Client Settings tab.

The settings are listed and described in the following table. Note that some default values vary according to whether the application is used in Pre-ticket mode or In-ticket mode. The settings displayed in the Client Settings tab are the ones for Pre-ticket mode only. The settings for In-ticket mode are hard-coded, and are not affected even when settings on the Client Settings tab are modified.

Note: For a complete explanation of the application settings, including the default settings for the standalone (desktop) application and the embedded application (widget option), refer to Agent Application Settings.

Setting Description Default Value (Pre-ticket mode) Default Value (In-ticket mode)
Show Tabs Determines whether Interactions are opened in new tabs. Yes No
Show Search Box Determines whether the search tool is shown or hidden. Yes No
Show Information Area Determines whether the area showing data relevant to the customer or the system is shown or hidden. Yes Yes
Allow to Save & Continue Determines whether an agent may save a partially finished Interaction.
When this setting is set to No, agents may not save Interactions, and may not view Interactions that were saved by others.
No No
Show saved interactions for last number of days Determines the content of the Use Saved frame of the application. For example, if the value is set at 2, all Interactions that were saved within the last 2 days are listed in the Use Saved frame. 30 30
Maximum number of saved interactions to show Determines the maximum number of saved Interactions to retrieve. For example, if this value is set to 50, and there are 200 saved Interactions, only the first 50 will be listed in the Use Saved frame. 100 100
Selected theme Determines the application's look and feel. For more information about themes, refer to Managing Application Themes. zendesk zendesk
Breadcrumbs Settings      
Allow Breadcrumbs Determines whether or not breadcrumbs are supported. When the setting is set to Yes, a breadcrumbs trail is displayed at the top of the page as a user navigates through an Interaction that includes elements with breadcrumb links. No No
Interaction History These settings determine which sub-tabs are visible and which columns are displayed in the Answers grid in the History Flow tab of the Agent Application. At least one tab and one column must be displayed.    
Answers Determines whether the Answers tab is displayed. This tab provides the agent with a snapshot view of all input provided by the customer. Selected Selected
Flow Determines whether the Flow tab is displayed. This tab shows the entire Interaction flow, organized according to page. Selected Selected
Variables Determines whether the Variables tab is displayed. This tab lists all the user variables defined in the Interaction. Cleared Cleared
Device Determines whether the Variables tab is displayed. This tab lists all defined Read Only variables. Cleared Cleared
Page Title Determines whether the Page Title column is displayed on the Answers tab. This column lists the page titles of Question elements in the Interaction. Selected Selected
Label Determines whether the Question column is displayed on the Answers tab. This column lists the text of questions in the Interaction. Selected Selected
Header Determines whether the Header column is displayed on the Answers tab. This column lists the text of question headers in the Interaction (when they are defined). Cleared Cleared
Footer Determines whether the Footer column is displayed on the Answers tab. This column lists the text of question footers in the Interaction (when they are defined). Cleared Cleared
Answer Determines whether the Answer column is displayed on the Answers tab. This column lists the answers provided to questions in the Interaction. Selected Selected
Timestamp Determines whether the Answer column is displayed on the Answers tab. This column lists the dates and times when answers were provided.  Cleared Cleared 
Extensions This frame lists the application extensions that are applied to the application. For more information about applying extensions to applications, refer to Working with Extensions in the Admin Console. zaf, zendesk zaf, zendesk

 

Index.html Settings Tab

This tab enables you to customize the UI display for the application. For more information, see Customizing the UI for an Application.

 

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