How To Install and Use the Thank You GPT App for Zendesk

How to install and activate the Thank You GPT app?

1. In the Zendesk Marketplace, click the Install button on the top right. 
2. Go to the Zendesk admin Center. Select the Apps and Integrations dropdown, and click the Zendesk APIs button.
3. Enable the API and the Token Access (if they still need to be enabled). Click on the 'Add API token' button to create a new API token for the app. Name it 'Thank You GPT app' and copy the API token generated. Then, save the new API token. 
4. Go to your standard Zendesk Support (Zendesk Agent Workspace).
5. You will see the new Thank You app icon on the Navigation Bar to your left. 👍🏽
6. Enter your Zendesk Admin email (Important: Do not enter your standard support email, but rather an Admin email) and enter the API key you just generated. Click on 'Create' and you are done! You can refresh the app's page to see your connection status.

How to check which tickets are solved by the app?

1. You can go to the Zendesk admin center.
2. Navigate to "Objects and Rules". --> Then go to "Tags".
3. Search for the tag: "solved_by_thankyou_app."

Optional: How to create a test ticket?

1. Send the support a ticket. (Please ensure you don't create a ticket from an agent's email).
2. Set the ticket as "solved". (It's important to use "solved" and not "pending" or "closed.")
3. Respond with some "thank you" message. (Please ensure you don't include attachments or exceed 100 characters- including the signature).
4. Wait a few moments and see how the ticket stays "solved." And an internal note will be added like so: "Woohoo! This ticket was resolved because of a Thank You message from the user. Solved by the Thank You GPT App and powered by Adelante."

How to activate and use the more advanced features of the app?

1. Promoters: If the customer replies with a heartwarming "thank you" message, you probably don't want to miss that out completely. That's why the app identifies super-highly satisfied customers and tags them as "promoters_by_thankyou_app." 
2. Smart Reviews: To utilize the promoters, you can just set an automatic response to delighted customers, asking them for a review from the agent who handled the ticket without lifting a finger. To activate this feature, send the message you want to be sent to the satisfied customers to [e-mail]. 
3. Detractors: Last interaction with customers matters. If a ticket is reopened due to an unhappy customer, it will tag the ticket as "detractors_by_thankyou_app." Allowing you to trigger your escalation workflow and solve the problem while there's still time.
4. Friendly Responder: If you wish to reply to the kind "thank you" response from the customer automatically, send the message you want to [e-mail].
5. Exclude Groups: If you want to exclude certain groups from the app, contact [e-mail]
6. Include "closed" and "pending" to the app's trigger: If you want to set the trigger also to count "pending" and "closed" tickets, contact [e-mail]

I noticed a "thank you" ticket that wasn't solved by the app. Why did that happen?

The Thank You GPT app is designed to care more about accuracy than solving many tickets. That's why there are certain limitations on the app that ensure our accuracy rate, for example: 

1. Character limit: A very short or long message will not be triggered by the app.

2. Attachments: Messages with attachments are not triggered by the app.

3. Pending: Tickets in "pending" are not triggered by the app because the agent is waiting to see the response from the customer. (Note that this is customizable - contact [e-mail])

4. Closed: Tickets in "closed" are not triggered by the app. (Note that this is customizable - contact [e-mail])

Cheers,

The Thank You GPT app team