First steps
How to make the first configurations in Zendesk to answer questions, messages and complaints from Mercado Libre

This section is intended for first-time users of Zendesk. Here you will find the first steps, from how to register to the basic settings that will allow you to use our integration. The idea is to guide you so that the menze test is more fluid and you can take advantage of the main tools that Zendesk has to organize and improve the quality of care you provide to your customers through Zendesk.

The instructions are simple and accompanied by images so you won't miss a single detail. We are ready to share our experience, shall we start? 

 If you need help to adapt a configuration to a particular case, we can help you. Click here

How to create a Zendesk account?

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"

Odoo • Texto e imagen

Step 2

Fill in your personal data, your job title and the department you belong to. 
Click on "Next".

Odoo • Texto e imagen

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. 

Finally click on "Complete the registration for the test".

Odoo • Texto e imagen

Wait until the end of step 3.

Odoo • Texto e imagen

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:

Odoo • Texto e imagen

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.

Odoo • Texto e imagen


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.

 Click here


 

How to install the menze plugin in 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.

.

Odoo • Texto e imagen

Step 1b. On the Administration Home Page, in the APPLICATIONS section, click on "Marketplace". 

.

Odoo • Texto e imagen

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 5

Fill in the credit card information, check the box to accept the terms and conditions. Finally click on "Start trial".  


Enter your card information with peace of mind, you have a 15 day trial period and will only start to be charged when the trial period is over.


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.


 

How to add Mercado Libre accounts?

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.

Odoo • Texto e imagen

Step 2

On the Administration Home Page, in the CHANNELS section, click on "Channel Integrations".

Odoo • Texto e imagen

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.

Odoo • Texto e imagen

Step 2

On the Administration Home Page, in the CHANNELS section, click on "Channel Integrations".

Odoo • Texto e imagen

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".

 

Introduction to the Support agent interface

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

 See more 

 

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. 

Odoo • Texto e imagen

 

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.  


 

How to configure the first views?

Views allow you to organize and filter tickets. It is a useful tool for segmenting questions, post-sales messages or Mercado Libre complaints. If you manage several accounts, it will also allow you to divide tickets by account. And depending on the needs of your organization, you can make a certain ticket appear in one or more views.

Below we will show you how to create the views we recommend to start with, then you can create or modify the ones you want.

For more information, you can consult the following Zendesk Help Center articles

How to disable default views   More information about the view 

Understanding ticket tags and ticket fields

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".

Odoo • Texto e imagen

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".

Odoo • Texto e imagen

Step 2

Click on "Add view".  

Odoo • Texto e imagen

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

Odoo • Texto e imagen

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.
Odoo • Texto e imagen

Step 6

In 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 you indicate the Mercado Libre account. Repeat this step for each account you wish to add. 


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

Click on "Preview" to see what the view will look like.
Odoo • Texto e imagen

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:

SLA Resources 

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” 

Odoo • Texto e imagen

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".

Odoo • Texto e imagen

Step 2

Click on "Add view". 

Odoo • Texto e imagen

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

Odoo • Texto e imagen

Step 5

Under conditions, in the option that says: Tickets must satisfy all of 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.
Odoo • Texto e imagen

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

Under conditions, in the option that says: Tickets must satisfy all of 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 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:

SLA Resources 

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” 

Odoo • Texto e imagen

 

How to configure the first triggers?

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

How to deactivate the default triggers    About triggers 

How to order triggers    Avoid conflicts between triggers 

Restrict default triggers

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".

Odoo • Texto e imagen

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".

Odoo • Texto e imagen

Step 2

Click on “Add view” 

Odoo • Texto e imagen

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 4a. Under conditions, in the option that says: Satisfy ALL of the following conditions. Click on "Add condition". In the drop-down menu, select "Channel", then "es" and finally "Mercado Libre Account" .

Step 4b. Click on "Add condition". In the drop-down menu, select "Applicant", then "is not" and finally "(current user)" .

Step 4c. Click on "Add condition". In the drop-down menu, select "Update by", then "is" and finally "Free Market Account" .

Step 4d. Click on "Add condition". From the drop-down menu, select "Status", then "has changed from" and finally "Resolved" .

Step 4e. Click on "Add condition". In the drop-down menu, select "Tags", then "contains at least one of the following" and finally type "orders" and then "messages".


Step 5

Under Actions. Click on "Add action". In the drop-down menu, select "Status", then "Resolved" .

Step 6

Click on “Save”.

Odoo • Texto e imagen

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".

Odoo • Texto e imagen

Step 2

Click en "Add view".
Odoo • Texto e imagen

Step 3

Enter the name that the trigger will have. For example, "Resolve questions answered outside Zendesk". In description you can inform the action that will generate the trigger, for example, "Resolve tickets that are answered outside Zendesk, such as from Mercado Libre".
Odoo • Texto e imagen

Step 4

Step 4a. Under conditions, in the option that says: Satisfy ALL of the following conditions. Click on "Add condition". In the drop-down menu, select "Channel", then "es" and finally "Mercado Libre Account" .

Step 4b. Click on "Add condition". In the drop-down menu, select "Tags", then "contains at least one of the following" and type "questions".

Step 4c. Click on "Add condition".  From the drop-down menu, select "Applicant", then select "is not" and finally "(current user)".

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).

Odoo • Texto e imagen

Step 5

In the actions, click on "Add action". In the drop-down menu, select "Status", then "Resolved".

Step 6

Click on "Save".
Odoo • Texto e imagen

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".

Odoo • Texto e imagen

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 4a. Under conditions, in the option that says: Satisfy ALL of the following conditions. Click on "Add condition". In the drop-down menu, select "Channel", then "es" and finally "Mercado Libre Account" .

Step 4b. Click on "Add condition". In the drop-down menu, select "Tags", then "contains at least one of the following" and type "orders".

Step 4c. Click on "Add condition". From the drop-down menu, select "Ticket", then "is" and finally "Created" .


Step 5

Under Actions. Click on "Add action". In the drop-down menu, select "Status", then "Resolved" .

Step 6

Click on “Save”.
Odoo • Texto e imagen

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".

Odoo • Texto e imagen

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 4a. Under conditions, in the option that says: Satisfy ALL of the following conditions. Click on "Add condition". In the drop-down menu, select "Channel", then "es" and finally "Mercado Libre Account" .

Step 4b. Click on "Add condition". In the drop-down menu, select "Tags", then "contains at least one of the following" and type "claims".

Step 4c. Click on "Add condition". From the drop-down menu, select "Comment text", then "contains the following string" and type "Status: Closed".


Step 5

Under actions click on "Add action". In the drop-down menu, select "Status", then "Resolved".

 

How to set up the first automations?

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.

Step 1

In the sidebar on the left side, click on  On the Administration Home Page, in the "Business Rules" section, click on "Automations".

Odoo • Texto e imagen

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"


Sign in to leave a comment