Goals
- Automate the notification of new Zendesk tickets
- Retrieve relevant video clips that provide answers to the ticket queries
- Send both the ticket information and the relevant video clips to a Slack channel for quick resolution
Prerequisites
- A Zendesk account with API access
- A VideoDB account to find and manage video content
- A Slack account to receive notifications
- A Zapier account to create and manage the integration
Detailed Steps
Step 1: Setup in Zapier
- Navigate to Zapier and create a new Zap
- Select Zendesk as the trigger app with the “New Ticket” event
- Configure Zendesk account settings using the domain, admin email, and API token from Zendesk
Step 2: Configure Zendesk
Access the Zendesk dashboard and retrieve the API token required to connect with Zapier.Step 3: VideoDB Integration
- Use the “Find Video Moment” action in Zapier to connect VideoDB
- Sign in to VideoDB using Google or GitHub and obtain the API key
- Choose the relevant video from which answers will be retrieved based on the ticket subject and description
Step 4: Control Flow with Delay
Add a “Delay by Zapier” action to wait for a set time (e.g., 3 minutes) for the VideoDB processing to complete before proceeding.Step 5: Check Job Status
Add an action to check the status of the VideoDB job using the job ID obtained from the previous step.Step 6: Send Notifications to Slack
- Select Slack as the action app and configure it to send a direct message or channel message
- Customize the message with ticket subject, description, VideoDB results, and a link to the video
Step 7: Test and Finalize
Test the workflow to ensure that the message is correctly sent to Slack with all necessary details.Workflow Template
Video Q&A Support Workflow
Answer support tickets using video content