Adding Zendesk User Fields

To use Glance for Zendesk, you need to add a few fields to your Zendesk User objects. A field that needs to be added is a user field to store an Agent's Glance for Zendesk address and optionally, you can add a user field to identify a customer for Glance Cobrowse.

Set up a User Field to Store an Agent's Glance Address

NOTE: An agent's Glance Address is their Glance username. Each agent that will use Glance must have a Glance Address.

To set up a user field to store an agent's Glance address:

  1. Go to your Settings by clicking the cog at the bottom left of your Zendesk screen.
  2. In the Manage section, click on User Fields.
  3. Click on a new Text field.
  4. For Field Title shown to agents enter Agent Glance Address.
  5. For Field Key enter _glanceaddress.
  6. For Description enter Agent Glance Address used by Glance sidebar app.
  7. Click on the Create Field.
  8. Click on the cog icon on the bottom left corner of Zendesk.
  9. In the Manage section, click on People.
  10. Open an agent profile that you would like to use Glance with.
  11. Find your newly created Agent Glance Address field on the bottom of the left-hand pane and enter the agent's Glance address (For example, amcancio.glance.net).

Repeat this process for all the agents that you would like to use Glance with.

Set up a User Field to Identify a Customer for Glance Cobrowse (Optional)

This field can contain a visitor ID or any other identifying piece of information about a customer on your website. By using this field, your agents will be able to connect to an identified customer with a single click.

If you are still unsure if you would like to use this functionality, contact Glance to discuss your use case. Otherwise, your agents will be able to start sessions with a 4 digit key given to them by the customer.

To set up the user field to identify a customer for Glance Cobrowse:

  1. Go to your Settings by clicking the cog at the bottom left of your Zendesk screen.
  2. In the Manage section, click on User Fields.
  3. Click on a new Text field.
  4. For Field Title show to agents enter your End-user Glance Cobrowse Key.
  5. For Field Key enter _end_user_glance_cobrowsekey.
  6. For Description enter A piece of information to identify customers when using Glance Integrated Session Start.
  7. Click on Create Field.

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