Building new channels for Zendesk with the Channel Framework

Today we announce the launch of our Channel Framework. This new extension to Zendesk’s app and integration capabilities allows developers to create integrations between Zendesk and any channel. Customer communication in another application, whether it’s comments, reviews, or messages can now become tickets in Zendesk. This allows rich, two-way customer service interactions anywhere. Agents can be more effective at managing customer needs when any source of customer interaction can be a ticket channel.

Zendesk’s Channel Framework benefits developers, businesses, and their customers:

  • Developers reduce the time, cost, and work required to create and maintain channels. They can be built in weeks instead of months.
  • Businesses have a 360 degree, multi-channel view of their customers, consolidated within Zendesk. Meet customers wherever they are online without having to check multiple sources.
  • Consumer communication outside traditional channels can be handled by support teams. What once would have been a one-way monologue of frustration becomes an opportunity to respond and offer solutions.

The Channel Framework has enabled developers to build integrations with Amazon, eBay, WeChat, Telegram, and Trustpilot (all launched in the App Marketplace now!). For example, when a consumer writes a review on Trustpilot, a ticket is automatically created in Zendesk if the app is installed. Agents can then respond directly to the ticket, and the response will post back to Trustpilot.

How to develop your own Channel

Developers are able to build and host an integration service on any stack in any language they prefer. This service should pull content from an originating service, and translate them into a specified format. Zendesk is then able to poll that service to retrieve new tickets, or accept them through a push endpoint. The framework handles threading new comments into existing tickets, and returns agent replies to a location specified by the integration. Check out our documentation today to learn more about how to set up a new integration, or give our startup tutorial a read.