Setting up Glance Cobrowse in Zendesk Help Center

Glance for Zendesk enables you to use Glance Cobrowse directly from the Zendesk dashboard. If you have the Zendesk Help Center enabled, you have two options to identify a customer that is logged in to the help center and quickly Cobrowse with them from their Zendesk User or Ticket. This is made possible by the Integrated Session Start feature of Glance Cobrowse.

This section provides you with further details about how to integrate and use Glance Cobrowse from within your Zendesk solution.

Add the Glance Cobrowse Script

The Glance Cobrowse script is what allows you to view and work with the Glance Cobrowse options from within your Zendesk solution.

To add the Glance Cobrowse script:

  1. Familiarize yourself with how to modify the HTML of your help center.
  2. In the Theme Editor, select the HTML: dropdown and pick Document Head.

  3. Add the Cobrowse script tag to the Document Head HTML, replacing the values in the script tag with your group number and deployment status.

  4. Add the Glance button: :dropdown and pick Home page.

  5. Click Save.

  6. Click Publish Changes.

  7. You should now be able to see the Glance Cobrowse button. Click it to start a session with a 4-digit key.

Identify a Help Center User by Name

To set up Glance Screen Share so you can identify a Help Center user by name, follow the steps below:

  1. Make sure you have installed the Glance App from the Zendesk App marketplace.
  2. In the Theme Editor, select the HTML: dropdown and pick Document Head.
  3. Paste this code ABOVE the Glance Cobrowse script tag you inserted previously: ```html ``` 4. Click Save. 5. Click Publish changes. 6. Go to the Glance for Zendesk App Settings. 7. In the Cobrowse section, select Name from the Cobrowse key dropdown: 8. Click Save. 9. Go to the User object of the user that you are logged in with in your Help Center, or a ticket where that User is a requester, and refresh the Glance app. 10. On the Help Center page, click on the Glance Cobrowse button to make sure that the session has started, and make sure you get a message that says: "Please wait for the agent to connect." 11. Click the Cobrowse button from Zendesk: 12. You should now get a popup prompting you for your Glance credentials, or taken directly to the Glance Cobrowse session:

    Identify and Cobrowse with a Help Center User via Email

    1. In the Theme Editor, select the HTML: dropdown and pick Document Head.
    2. Paste this code ABOVE the Cobrowse script tag you inserted previously:

      html
      <script type="text/javascript">
      
      $(document).ready(function(){var GlanceVisitorId = HelpCenter.user.email.replace(/[^a-zA-z0-9=_-]/g,'_');window.GLANCE_COBROWSE = { visitorid: GlanceVisitorId};});
      
      </script>
    3. Click Save.

    4. Click Publish changes.

    5. Go to the Glance for Zendesk App Settings.

    6. In the Cobrowse section, select Name from the Cobrowse key dropdown:

    7. Click Save.

    8. Go to the User object of the user that you are logged in with in your Help Center, or a ticket where that User is a requester, and refresh the Glance app:

    9. On the Help Center page, click on the Glance Cobrowse button to make sure that the session has started, and make sure you get a message that says: "Please wait for the agent to connect."

    10. Click the Cobrowse button from Zendesk:

    11. You should now get a link to join the Cobrowse session. When you click the link, the viewer will open in a new window:

    You can also connect to the user via externalID. Please contact Glance Support if you would like to explore that option.

    You can also simply not enable Integrated Session Start and have your user provide a 4-digit key every time they start a session.

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