<p>edocr
Zendesk
Integration
Widget
User
Manual
 edocr
Zendesk
Integration
User
Manual.doc
 Page
1
of
11

 Last
Update:
11th
March
2012
 edocr
Zendesk
Integration
Widget

 User
Manual
 +
 Edocr
Ltd
 Tech
Centre
Manchester
 No
1
Portland
Street
 Manchester
 M1
3EB
 United
Kingdom
 
Contact:

 Manoj
Ranaweera
 +44
7769734491
 Upload
Once,
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Anywhere
 edocr
Zendesk
Integration
Widget
User
Manual
 edocr
Zendesk
Integration
User
Manual.doc
 Page
2
of
11

 Table
of
Contents
 
 TABLE
OF
CONTENTS
 2
 1
 GLOSSARY
 3
 2
 INTRODUCTION
 4
 3
 ZENDESK
HELP
DESK
 5
 4
 EDOCR.COM
 6
 5
 EDOCR
ZENDESK
WIDGET
FOR
AGENTS
 7
 5.1
 BEFORE
SETTING
UP
 7
 5.2
 EMAIL
ADDRESS
OF
YOUR
ZENDESK
AND
EDOCR.COM
ACCOUNTS
 7
 5.3
 CREATING
WIDGET
 8
 5.4
 ADDING
THE
WIDGET
 9
 5.5
 ADDING
A
DOCUMENT
FROM
EDOCR.COM
THROUGH
WIDGET
 9
 5.6
 RESPONDING
TO
COMMENTS
 10
 5.7
 SEARCHING
FOR
DOCUMENTS
 10
 5.8
 RESPONDING
TO
TICKETS
 10
 6
 WIDGET
CUSTOMIZATION
 11
 6.1
 OVERRIDING
EMAIL
ADDRESSES
 11
 6.2
 PUBLIC
WIDGET
 11
 
 
 
 edocr
Zendesk
Integration
Widget
User
Manual
 edocr
Zendesk
Integration
User
Manual.doc
 Page
3
of
11

 1 Glossary
 Agent
 Support
staff
using
Zendesk
help
desk
to
respond
to
Tickets,
 and
post
articles
on
Forums.
 Comment
 All
follow‐up
communications
to
a
Ticket
raised
on
Zendesk
 help
desk
answered
by
an
Agent.
 Customer
 Professional
or
an
organisation
having
a
valid
paid
account
 on
edocr.com
 Forum
 Frequently
 asked
 question
 posted
 on
 Zendesk
 help
 desk
 with
answer
 edocr
 Document
sharing
solution
provided
by
edocr
Ltd.
 edocr
Widget
 A
 small
 application
 that
 extends
 the
 functionality
 of
 Zendesk
help
desk
by
integrating
with
edocr.com
 End‐user
 Someone
who
generates
a
support
request
 Extension
 Tool
that
extend
functionality
of
Zendesk
help
desk
 Ticket
 Support
 request
 received
 on
 Zendesk
 help
 desk,
which
 an
 Agent
will
comment
on
in
due
course
 User
 Professional
or
an
organisation
having
a
valid
 free
account
 on
edocr.com
 Widget
 A
 small
 application
 that
 extends
 the
 functionality
 of
 Zendesk
help
desk
 Zendesk
 Support
Desk
software
provided
by
Zendesk,
Inc
 Zendesk
Customer
 An
entity
that
uses
Zendesk
help
desk
to
provide
support
 
 edocr
Zendesk
Integration
Widget
User
Manual
 edocr
Zendesk
Integration
User
Manual.doc
 Page
4
of
11

 2 Introduction
 edocr
 Zendesk
 Integration
 Widget
 enriches
 Tickets
 and
 Forums
 by
 allowing
 Agents
 to
 effortlessly
 add
 support
 documents
 from
 edocr.com
 through
 the
 Widget.
 The
edocr
Zendesk
Integration
User
Manual
describes
how
to
setup,
manage
and
 customize
 edocr.com
widget
on
Zendesk
help
desk.
This
document
 is
 intended
 for
Agents
who
are
already
using
Zendesk
help
desk
or
plan
to
trial
 in
the
near
 future.
 
 Figure
1.
‐
edocr
widget
 edocr
Zendesk
Integration
Widget
User
Manual
 edocr
Zendesk
Integration
User
Manual.doc
 Page
5
of
11

 3 Zendesk
Help
Desk
 Zendesk
 help
 desk
 allows
 an
 easy
 and
 structured
 way
 to
 provide
 customer
 support.
A
Ticket
is
raised
when
an
End‐user
generates
a
support
request.


 
 Figure
2.
–
Ticket
raised
by
an
End‐User
 When
similar
support
requests
are
generated
frequently
by
multiple
End‐users,
 a
Forum
post
is
created
that
captures
the
requests
and
the
comments.


 Figure
3.
–
Forum
post
capturing
frequently
asked
question
 edocr
Zendesk
Integration
Widget
User
Manual
 edocr
Zendesk
Integration
User
Manual.doc
 Page
6
of
11

 4 edocr.com
 edocr.com
 is
 trusted
 by
 over
 25,4001
 professionals
 and
 organisations
 that
 publish
business
documents
for
easy
sharing.

 Typical
 documents
 published
 include
 sales
 and
 marketing
 documents
 such
 as
 brochures,
white
papers,
case
studies
and
press
releases
as
well
as
operational
 documents
such
as
data
sheets,
user
manuals
and
installation
guides.
 
 Figure
4.
–
Published
document
on
edocr.com
 




 























































 1
Correct
on
the
time
of
writing
this
document,
on
11th
March
2012
 edocr
Zendesk
Integration
Widget
User
Manual
 edocr
Zendesk
Integration
User
Manual.doc
 Page
7
of
11

 5 edocr
Zendesk
Widget
for
Agents
 5.1 Before
setting
Up

 Before
you
can
use
edocr.com
Widget
on
Zendesk
help
desk,
you
need
 to
have
 documents
on
your
edocr.com
account.
If
you
do
not
have
an
edocr.com
account,
 please
 create
 a
 free
 account
 by
 visiting
 www.edocr.com.
 FREE
 accounts
 allow
 you
 to
 upload
 up
 to
 5
 documents
 for
 trialling.
 Once
 you
 are
 happy
 with
 the
 service,
you
can
upgrade
to
a
paid
account
to
suit
your
specific
requirements.
 
 Figure
5.
‐
edocr.com
user
account
page
 edocr.com
Widget
can
be
used
with
both
FREE
and
paid
accounts
of
edocr.com,
 without
any
restriction.

 5.2 Email
address
of
your
Zendesk
and
edocr.com
accounts

 Figure
6.
–
How
to
find
the
primary
email
address
of
your
Zendesk
help
desk
 edocr
Zendesk
Integration
Widget
User
Manual
 edocr
Zendesk
Integration
User
Manual.doc
 Page
8
of
11

 edocr.com
Widget
will
only
work,
if
the
primary
email
address
of
your
Zendesk
 help
desk,
and
the
email
address
of
your
edocr.com
accounts
are
the
same.
 
 Figure
7.–
How
to
find
the
email
address
of
your
edocr.com
account
 5.3 Creating
Widget
 
 Figure
8.
–
Setting
up
widget
 edocr
Zendesk
Integration
Widget
User
Manual
 edocr
Zendesk
Integration
User
Manual.doc
 Page
9
of
11

 To
create
 the
widget,
 login
 to
your
Zendesk
help
desk,
 select
Settings
 from
the
 menu
bar,
and
then
Extensions.
Click
Add
Widgets
and
select
Custom.
Name
your
 widget
 “edocr”.
 Tick
 Display
 and
 select
 “People
 who
 have
 logged
 in
 and
 are
 agents”.
Add
the
following
code
into
content
box:
 <!–Integration
Name:
edocr.com‐‐>
 <div
id="edocr_widget"
email="{{current_user.email}}"><div
id="doc‐ container"></div>
</div>
 <style
type="text/css"
media="screen,
projection">
 @import
url(http://www.edocr.com/integrations/zendesk/style.css);
 </style>
 <script
 type="text/javascript">Widget.require('http://www.edocr.com/integrations/zen desk/zendesk.js',
{type:
'text/javascript'});</script>
 5.4 Adding
the
Widget
 Go
 to
 Forum,
 select
 Edit
Widgets
 from
 right
 hand
 sidebar
 and
 select
 edocr.
 It
 should
display
Figure
1.

 
 
 Figure
9.
–
Adding
the
widget
 5.5 Adding
a
document
from
edocr.com
through
widget
 Select
 Forum
 post,
 select
 document
 thumbnail
 and
 document
 title
 from
 the
 widget,
 copy
and
paste
on
 to
Text
box
 in
 the
Forum
post.
Repeat
 the
 same
 for
 adding
more
documents.
Save
the
Forum
post.
 

 edocr
Zendesk
Integration
Widget
User
Manual
 edocr
Zendesk
Integration
User
Manual.doc
 Page
10
of
11

 
 Figure
10.
–
Creating
forum
post
with
documents
 5.6 Responding
to
comments
 Just
like
adding
a
document
to
a
Forum
post,
you
can
reply
to
comments
on
 Forums
posts
by
adding
documents.

 
 Figure
11.
–
Replying
to
comments
on
Forum
Posts
 5.7 Searching
for
documents
 The
widget
shows
the
latest
5
documents.
Built‐in
search
can
be
used
to
find
any
 document
on
edocr.com.
You
can
refine
the
search
criteria
by
adding
more
 keywords
until
you
find
the
document
you
are
looking
for.
 5.8 Responding
to
Tickets
 You
could
also
respond
to
tickets
with
documents,
but
in
this
case,
the
Zendesk
 UI
does
not
allow
display
of
document
thumbnails.
Instead,
a
hyperlink
to
the
 document
will
be
shown.
 edocr
Zendesk
Integration
Widget
User
Manual
 edocr
Zendesk
Integration
User
Manual.doc
 Page
11
of
11

 6 Widget
Customization
 6.1 Overriding
email
addresses
 Instead
of
matching
the
email
addresses
of
edocr.com
and
Zendesk
accounts,
you
 can
customize
the
widget
to
display
documents
from
any
edocr.com
account
by
 replacing
{{current_user.email}}
with
your
actual
email
address.
 <div
id="edocr_widget"
email="{{current_user.email}}">
 
 6.2 Public
Widget

 If
you
wish
to
display
the
widget
to
logged
in
End‐users
in
addition
to
Agents,
 simply
create
another
widget,
“edocr
Public
Widget”
and
add
the
same
script
but
 replacing
{{current_user.email}}
with
your
actual
email
address.
 
 </p>