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SnapCall configuration guide
Use SnapCall to let your customers attach media to their tickets
Use SnapCall to let your customers attach media to their tickets
Hamza Abaelgarch avatar
Written by Hamza Abaelgarch
Updated over a week ago

Tired of back-and-forth emails with customers? SnapCall and Zendesk can change that. Now, you can let your customers attach media as soon as they create a ticket, even if your contact form doesn't support a way to upload attachments. 

This configuration will also allow you to bypass the standard limitation of emails, which usually don't let users upload more than 25 MB.

Here's how it works, in three simple steps:

1. **Set Up a trigger in Zendesk**: Configure Zendesk to automatically email customers upon ticket creation. This email will include a unique link for attachment uploads.

2. **Dynamic Field Inclusion**: The magic lies in the dynamic fields embedded within the attachment link. These fields, such as email address and ticket ID, eliminate the need for customers to re-enter information, ensuring a frictionless experience.

3.**Effortless Attachment Handling**: Once uploaded, media attachments are automatically added to the existing ticket as internal notes. Agents no longer need to sift through duplicate tickets or manually merge threads. Instead, they can focus on efficiently addressing the customer's issue.

And the Pros? Oh, they're plenty. Customers can paint a clearer picture of what's going on with their multimedia attachments, and your support team saves time by having everything they require right at their workspace.

Best part? This whole setup is easy. You don't need a team of tech wizards or a degree in rocket science—just a few simple adjustments, and you are ready.

So why wait? Give your support team the tools they must have and let's make support simple again!

Use cases :

This isn't just about the benefits we listed – easy file uploads make Zendesk way more helpful in all sorts of industries.

Screen share: Customers experiencing issues with their accounts, such as error messages, can now easily capture and share screenshots or videos of the problem directly through the attachment feature.

SaaS companies: Streamlining the support process with video uploads enhances the troubleshooting experience for SaaS users encountering technical issues, ensuring faster resolution times and increased satisfaction.

Retail and e-commerce: Customers facing issues like broken products or damaged deliveries can provide visual evidence through attachments, facilitating smoother communication and quicker resolutions.

Fintech: In the fintech sector, where document verification is crucial, customers can conveniently upload necessary documents directly to their support tickets, expediting account verification processes.

Moreover, implementing this feature can result in significant improvements in support metrics:

  • Resolution time: With the ability to include multimedia attachments, the resolution time can be reduced by up to 1-2 days, streamlining the troubleshooting process.

  • Customer Satisfaction (CSAT): Companies may experience a notable increase in CSAT scores, with a potential rise of 10-15% due to the quicker resolution times enabled by seamless video uploads.

  • Increased ticket handling: By simplifying the process of providing relevant information, support agents can efficiently handle a higher volume of tickets, leading to enhanced overall support effectiveness.

By integrating video attachment capabilities into Zendesk, businesses can empower both customers and support teams to collaborate more effectively, resulting in improved support experiences and higher satisfaction levels.

Step-by-Step Guide:

Setting Up Zendesk for Customer Video Requests,

Important Note: This configuration can be done without involving your developers.

  1. Access the Zendesk Admin Panel: Begin by logging in to your Zendesk account and navigating to the admin panel.

  2. Create a New Trigger: Within the admin panel, locate the "Triggers" section. You can use the search bar for easier navigation. Click on "Triggers" to access the list of existing triggers or to create a new one.

  3. Trigger Settings: While creating a new trigger, Zendesk will prompt you to set a name, description, and category. These fields can be customized to your preference as they won't impact the core functionality.

  4. Configure Conditions: The crucial settings for this process lie within the "Conditions" and "Actions" sections of the trigger menu. The primary condition we want to establish is to trigger the email notification only when a new ticket is submitted (upon form completion). Conversely, the trigger should not fire when a ticket is marked as solved.

    Pro Tip: This initial condition can be further customized. For instance, you can choose to trigger the email only for tickets with a specific status (e.g., "New").

  5. Advanced Filtering (Optional): If your organization receives a high volume of tickets and you wish to limit customer video,

  6. Uploads to specific scenarios: you can leverage the "Tag Condition" option. This allows you to define specific tags that need to be associated with a ticket for the email notification to be sent.

  7. Crafting the Email Notification: Once the conditions are set, move on to configuring the actions. Here, you will create the email that will be sent to the customer upon ticket creation. This email should include a clear and concise message explaining the option to upload relevant files (screenshots, videos, etc.) to further clarify their issue. 

    Make sure to add the link of your Public Page, which you can find by clicking on this link, on the right side of the page. Make sure to add the following string at the end of the URL. 


    ?supportType=recordVideo&customerEmail={{ticket.requester.email}}&ticket={{ticket.id}}

  8. Dynamic Link for Seamless Uploads: The most crucial aspect of the email content is the inclusion of a dynamic link. This link will grant the customer access to a secure upload portal where they can attach video related to their specific ticket. The best part of this link lies in its dynamic nature. It will automatically populate the customer's email address and the newly created ticket ID, eliminating the need for manual entry.

  9. Benefits for Customers and Agents: With this configuration in place, customers can effortlessly attach video to their tickets, providing clearer descriptions of their issues. This translates to faster resolution times and a more streamlined support experience. Support agents will benefit from having all the necessary information readily available within the ticket, expediting the troubleshooting process.

Please note: While this blog post provides a comprehensive overview of the configuration process, it's advisable to consult the official Zendesk documentation for the most up-to-date steps.

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