Esta sección está destinada a quienes utilizan Zendesk por primera vez. Aquí encontrarás los primeros pasos, desde cómo registrarte hasta las configuraciones básicas que te permitirán usar nuestra integración. La idea es orientarte para que la prueba de menze sea más fluida y puedas aprovechar las principales herramientas que tiene Zendesk para organizar y mejorar la calidad de atención que brindas a tus clientes a través de Zendesk
Las instrucciones son simples y se acompañan de imágenes para que no pierdas ni un detalle. Estamos listos para compartir nuestra experiencia, ¿comenzamos?
If you need help to adapt a configuration to a particular case, we can help you. Click aquí
¿Cómo crear una cuenta de Zendesk?
The first thing you have to do is create an account on the Zendesk site. The default plan when you subscribe will be the Professional Plan (here you can learn more about Zendesk plans).
Step 1
Enter the e-mail address, which will be used to log in as administrator account.
Click on "Next"
Step 2
Fill in your personal data, your job title and the department you belong to.
Click on "Next".
Step 3
We are now at the last step.
Fill in the company details, including name and number of employees, choose the use you want to give it and the subdomain you want to use (many choose the name of their team or company).
Then, choose the language for your Zendesk account and your password.
Wait until the end of step 3.
To continue, please check your registered email, including spam or junk mail so that you can activate your account.
Step 4
Finally you will receive a welcome email similar to this one.
Step 5
You will receive another email so you can verify your email address.
Step 6
Once you have activated your 14-day trial and verified your email address, you will be able to log in with the subdomain you created, e.g.: companyname.zendesk.com/agent. Fill in your registered email and the password you have already created:
Step 7
You made your first login to your Zendesk account. Now you will see a small guide that Zendesk proposes for you, you can follow it or you can go directly to the "Dashboard", to continue the tutorial.
In case you have not been satisfied, you can cancel your Zendesk account here.
If you want to change the card you registered in your account, you can do it in this link.
If the trial time has not been enough, do not hesitate to contact us, indicating the reason why you consider necessary to try it for a longer time, we will try to help you to get an extension with Zendesk.
¿Cómo instalar el plugin menze en Zendesk?
Next we are going to install our menze plugin, so you can use Zendesk with Mercado Libre.
Step 1
You can go directly from here (then go to Step 2), or you can follow the steps below in Zendesk:
Step 1a. Now that you have access to Zendesk, let's click on the following icon 
located on the left sidebar.
.
Step 1b. On the Administration Home Page, in the APPLICATIONS section, click on "Marketplace".
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Step 1c. A new tab will open where you can see all the applications that can be added to Zendesk. In the search engine, located at the top right, type "menze" .
Step 2
Click on "Free trial"
Step 3
Click on "Install"
Step 4
In this screen, if you wish, you can enter a name for the application, for example "Mercado Libre".
Then click on "Continue to checkout".
Step 6
If the payment was successfully processed, you will see this screen where you can see that menze is already active
If you had any problems at the time of payment, please contact your bank for authorization.
¿Cómo agregar cuentas de Mercado Libre?
Now that you have our plugin installed, you can start adding the Mercado Libre accounts you want to manage. If you manage several, you will have to add each of them separately. Remember that you can add as many accounts as you want.
The way of adding accounts changes if you have access to the master account or if you have been given a partner account. Then choose one of the options.
Before you start, you must be logged in to the Mercado Libre account you are going to add, in the same browser where you have Zendesk open. If you use several accounts, remember to log out and enter Mercado Libre with the next account you want to add, and you cannot be logged out of other Mercado Libre accounts, even if they correspond to another country.
It is important not to use incognito windows when adding an account.
Add account - With master access
Step 1
Click on 
, located in the left sidebar.
Step 2
On the Administration Home Page, in the CHANNELS section, click on "Channel Integrations".
Step 3
Remember to be logged in to the account you are going to add. Click on "Mercado Libre".
Step 4
En la pestaña "Cuentas", haga clic en "Añadir cuenta".
Step 5
Remember to be logged in to Mercado Libre, click on the country to which the account corresponds and you will be able to add it.
Step 6
Ready, now you can edit the settings of your Mercado Libre account by clicking on it or on the settings icon and then on the drop-down menu by clicking on "Edit".
Add account - With collaborating access
The first thing you should do is to coordinate with the person who has access to the master account to have their assistance in one of the steps, since they will have an exchange of links that will allow you to add the account.
It is important that the link exchange is generated by a means that does not generate preview of the URL, for example, if you try to do it by whatsapp it will fail. Therefore, we recommend that the exchange is done by email.
Step 1
Click on , located in the left sidebar.
Step 2
On the Administration Home Page, in the CHANNELS section, click on "Channel Integrations".
Step 3
Remember to be logged in to the account you are going to add. Click on "Mercado Libre".
Step 4
En la pestaña "Cuentas", haga clic en "Añadir cuenta".
Step 5
Remember to be logged in to Mercado Libre, click on the country to which the account corresponds and you will be able to add it.
Step 6
You will get a message similar to the one in the screenshot below. Copy and paste the link and email it to the person who has access to the master account. 
Copy and paste the link to email it to the person who has access to the master account. Keep the tab where the message appeared open.
Step 7
Remind the person to make sure he/she is logged into the master account. When he/she receives the email, copy and paste the link you provided in the tab or window where Mercado Libre is open. That way you will be able to authorize our integration and you will see a message similar to the following screenshot:
You must tell it to copy and paste the link you see and send it to you by email. Then paste it in the same tab or window where the first link appeared. If everything went well, you have already added the account.
Step 8
Ready, now you can edit the settings of your Mercado Libre account by clicking on it or on the settings icon and then on the drop-down menu by clicking on "Edit".
Introducción a la interfaz de agente de Support
In this section we will take you through the interface so that you can familiarize yourself with it.
You can find more information on Zendesk's website at
General information about the agent panel
When you open Zendesk, you can see the following areas:
The sidebar, located on the left, has navigation buttons that lead to the most important functions.
The top toolbar, with tabs to open and move between tickets and quick links such as search.
The main window is the area where you will see most of the content..
The sidebar
In the sidebar, you have the icons that allow you to scroll to the sections with the most important functions.
Home: Displays the Agent Dashboard, where you see recently updated tickets and tickets that require your attention, plus at the top you can see summary metrics related to tickets and customer satisfaction.
Views: Displays the shared views and personal views that have been created.
Reports: Displays the General Information section of the reports, with data on ticket volume and administration, updated hourly.
Administrator: Displays the main administration page, with the tools needed to configure Zendesk Support and view the current settings.
The upper toolbar and main window
The upper toolbar is located along the top. Here you find the tabs and icons used to open new and existing tickets, open the search function.
The main window is the center of the interface. The content is dynamic and will depend on the section you open, such as a configuration. If you have a ticket open, you will see all the ticket information there.
The applications panel
Apps allow you to customize and enhance Zendesk's products..
If you can't see the menze panel. Open a ticket and click on the top where it says "Applications".
In this panel you will find the menze information related to the ticket you have open.
¿ Cómo configurar las primeras vistas?
For more information, you can consult the following Zendesk Help Center articles
How to disable default views More information about the view
How to deactivate a view?
Zendesk includes several views that come by default, but because the amount of listing is limited, it may be useful to disable the ones you don't want to see. For example "Recently resolved tickets".
Step 1
In the sidebar on the left side, click on 
Then click on "More".
Step 2
In the list you can see all the active visits, click on the one you want to deactivate, for example "Tickets just solved" and click on the 3 vertical dots.
Step 3
In the drop-down menu, click on "Deactivate".
How to create a view per Mercado Libre account?
We are going to create a view in which you will be able to see all the tickets of a specific Mercado Libre account, grouped by priority and sorted in descending order by request date, so that you can see from the newest to the oldest tickets.
Step 1
In the sidebar on the left side, click on On the Administration Home page, in the "Manage" section, click on "Views".
Step 2
Click on "Add view".
Step 3
Enter the name that your view will have (it will be reflected in the list of views), for example the name of the account. In description you can inform what kind of tickets will be shown.
Step 4
Use the drop-down menu to select who will have access to this view.
In the following links you can see more information about users and groups
Ticket and user organization Group creation and administration
Step 5
Under conditions, in the option that says Tickets must satisfy all these conditions to appear in the view, click on "Add condition" . In the drop-down menu, select "Status", then "less than" and finally "Resolved" . This will indicate that only tickets that have not been resolved will be displayed in the view.
Step 6
Step 7 (optional)
(Only if you want to limit it to questions, messages or complaints) In conditions, in the option that says: Tickets must satisfy all these conditions to appear in the view. Click on "Add condition" . In the drop-down menu, select "Tags", then "Contains at least one of the following" and finally type "questions" for the view that will display the questions. 
If you want to make a view for post-sale messaging, in that step write 2 tags "messages" and "orders"..
If the view will display claims, type "claims"
Step 8
Step 9
In "Format Options", delete the ones that say: Satisfaction Index and Assigned Agent by clicking on the "x".
Step 10 (optional)
More information on service level agreements can be found at the following link:
Step 11 (optional)
In "Group by" we recommend you to select "Ticket type" and check "Descending".
Step 12
In "Sort by" we recommend you to select "Date of request" and check "Descending".
Step 13 (optional)
Click on “Save”
How to create a view for questions, messages or complaints?
We are going to create a view in which you will be able to see all the tickets of a certain type: questions, messages or complaints, sorted in descending order by request date, so that you can see from the newest to the oldest tickets. Optionally, we will also filter to see only those corresponding to a specific Mercado Libre account.
Pay attention to Step 7, which will determine which tickets will be displayed in the view you create.
Step 1
In the sidebar on the left side, click on On the Administration Home page, in the "Manage" section, click on "Views".
Step 2
Click on "Add view".
Step 3
Enter the name that your view will have. It will be reflected in the list of views. For example, "Mensajería Mercado Libre". In description you can inform what type of tickets will be shown.
Step 4
Use the drop-down menu to select who will have access to this view.
In the following links you can see more information about users and groups
Ticket and user organization Group creation and administration
Step 5
Step 6 (optional)
(Only if you want to limit it to a single or multiple accounts). Under conditions, in the option that says: Tickets can satisfy any of these conditions to appear in the view. Click on "Add condition" . In the drop-down menu, select "Integration Account", then "is" and finally in the last one indicate the Mercado Libre account you want. Repeat this step for each account you want to add.
Step 7
If you want to make a view for post-sale messaging, in that step type "messages" and "orders".
If the view will show claims, type "claims".
Step 8
Click on "Preview" to see what the view will look like.
Step 9
In "Format Options", delete the ones that say: Satisfaction Index and Assigned Agent by clicking on the "x".
Step 10 (optional)
Click on "Add column" and choose Next SLA target breach.
More information on service level agreements can be found at the following link:
Step 11 (optional)
(If you have not limited it to one account, you can group by account) "Group by".
Step 12
In "Sort by" we recommend you to select "Date of request" and check "Descending".
Step 13
Click on “Save”
¿Cómo configurar los primeros disparadores?
We are going to create the first triggers, these generate actions when a ticket is created or updated. Before we continue, we recommend you to disable in Mercado Libre the emails that arrive from questions, sales and messages.
These are the triggers we recommend to start with, they are particularly useful if you use menze only for communication with your customers. If you also use it to follow up on orders and complaints, some of them may not apply.
Only administrators can create and manage triggers.
In the following links you can find more information about triggers
Restringuir disparadores que vienen por defecto
Before continuing, and so that your inbox is not flooded with unnecessary emails, we recommend that you repeat these steps in each of the triggers that come by default in Zendesk, you will add the same condition to each of them.
Step 1
In the sidebar on the left side, click on In the "Business Rules" section, click on "Triggers".
Step 2
Click on the 3 vertical dots in the drop-down menu and click on "Edit".
Step 3
Under conditions, in the option that says: Satisfy ALL of the following conditions. Click on "Add conditions". In the drop-down menu, select "Channel", then "not is" and finally "Free Market".
Step 4
Click on "Save".
Resolving messages sent outside Zendesk
This trigger is used to resolve tickets for messages sent from Mercado Libre or another application.
To keep all message history in Zendesk, we recommend enabling the "Capture own messages" option in the account settings.
Step 1
In the sidebar on the left side, click on In the "Business Rules" section, click on "Triggers".
Step 2
Click on “Add view”
Step 3
Paso 3. Ingresa el nombre que va a tener el disparador. Por ejemplo, "Resolver mensajes enviados por fuera de Zendesk". En descripción puedes informar la acción que va a generar el disparador, por ejemplo, "Resolver los tickets de los mensajes que sean enviados o respondidos desde Mercado Libre"
Step 4
Step 5
Under Actions. Click on "Add action". In the drop-down menu, select "Status", then "Resolved" .Step 6
Click on “Save”.
Resolving questions answered outside of Zendesk
This trigger is used to resolve the tickets when questions are answered from Mercado Libre or another application.
Step 1
In the sidebar on the left side, click on On the Administration Home Page, in the "Business Rules" section, click on "Triggers".
Step 2
Step 3
Step 4
Step 4d. (optional) Click on "Add condition". In the drop-down menu, select "Status", then "less than" and finally "Pending" (to avoid applying the trigger on certain tickets, which should be marked as Pending).
Step 5
Step 6
Resolve new sales
This trigger is used to resolve tickets that arrive when a new sale is made.
Step 1
In the sidebar on the left side, click on On the Administration Home Page, in the "Business Rules" section, click on "Triggers".
Step 2
Click on “Add view”
Step 3
Enter the name to be given to the trigger. For example, "Resolve new sales". In description you can inform the action that will generate the trigger, for example, "Resolve new sales tickets captured by menze".
Step 4
Step 5
Under Actions. Click on "Add action". In the drop-down menu, select "Status", then "Resolved" .Step 6
Click on “Save”.Solving closed complaints
This trigger is used to resolve the tickets of the claims that are being closed in Mercado Libre.
Step 1
In the sidebar on the left side, click on On the Administration Home Page, in the "Business Rules" section, click on "Triggers".
Step 2
Click on “Add view”
Step 3
Enter the name of the trigger, for example, "Resolve closed claims". In description you can inform the action that will generate the trigger, for example, "Resolve tickets of all closed Mercado Libre claims".
Step 4
Step 5
Under actions click on "Add action". In the drop-down menu, select "Status", then "Resolved".
¿Cómo configurar las primeras automatizaciones?
Automations are similar to triggers in that they allow you to configure certain actions, but differ from triggers in that they are executed once per hour, rather than every time the ticket is updated. This makes them particularly useful for working time-dependent events, such as how long a ticket has been unresolved.
We recommend modifying the default one, here is how to do it.
Only administrators can create and manage automations.
In the following links you can see more information about automations
About automations Default automations
What is the difference between triggers and automations? Creation and administration of automations
Step 1
In the sidebar on the left side, click on On the Administration Home Page, in the "Business Rules" section, click on "Automations".
Step 2
Click on the automation that says "Close the ticket 4 days after the status has been defined as resolved", click on the 3 vertical dots, then click on "Edit".
Step 3
Modify the title, so it says "Close ticket 28 days after the status has been defined as resolved" and modify the hours in the option "Ticket: Hours since resolution" to 672 hours. It should look like this.
Step 4
Click on "Send"
