See Monta driver context on Zendesk tickets

This article is for operators who answer driver questions in Zendesk. You connect Zendesk to Monta once from the Application Marketplace in Hub. Your agents then see the driver's Monta account, recent charges and charger status next to every ticket, without leaving Zendesk. The app only reads data from Monta.

What you need

• A Zendesk account, and a Zendesk admin who can approve Monta. Without admin rights, the connection works but the Monta sidebar cannot be added.
• Access to the Application Marketplace in Hub. If Connect is disabled, you are not allowed to install apps for your operator.
• Your Zendesk address, for example acme for acme.zendesk.com.
• Pop-ups allowed for Hub in your browser. Zendesk asks you to sign in and approve in a pop-up window.

Connect Zendesk

1. In Hub, open Admin > Developers > Application Marketplace.
2. Open the Zendesk app and select Connect. Review the access the app asks for and approve it.
3. Under Your Zendesk address, enter your Zendesk address. You can enter acme or acme.zendesk.com.
4. Select Connect Zendesk.
5. In the Zendesk window, sign in as a Zendesk admin and approve Monta.
6. Back in Hub, wait until step 1 shows Connected to and your Zendesk address.

You do not need to copy a key or renew anything later.

Add the Monta sidebar

1. In step 2, Add the Monta sidebar to Zendesk, select Add to Zendesk.
2. Wait until the step shows Added as a private app.

Monta installs the sidebar as a private app in your Zendesk account. Only your agents see it. When both steps are done, the app shows Live on tickets.

If the app shows Almost there, Zendesk is connected but the sidebar is not added yet. If Add to Zendesk is disabled, the connection was made without admin rights. Select Disconnect, then connect again with a Zendesk admin account.

What your agents see

1. In Zendesk, open a ticket from a driver.
2. Open the apps panel on the right of the ticket.

Monta matches the ticket requester to a Monta driver by email first, then by phone number. The sidebar shows:

• The driver's name, email and phone number, with a Hub link to the driver in Hub.
• The last charger the driver used and its status, for example Available or Error.
• The driver's last five charges. Each shows the charger, the status, the date, the energy in kWh and the price. A failed charge is marked Failed with the reason.
• A banner for a charge that is in progress, when there is one.

Each charge and charger links to its page in Hub. The sidebar updates when an agent changes the requester of the ticket.

An agent sees the sidebar only on tickets that agent is allowed to open in Zendesk. A Zendesk agent who is limited to certain groups, or to tickets assigned to them, sees Monta data only on those tickets.

Disconnect Zendesk

1. In Hub, open Admin > Developers > Application Marketplace, then open the Zendesk app.
2. Select Disconnect.

This ends the connection between Monta and Zendesk. The private app stays in your Zendesk account until a Zendesk admin removes it there.

Fix common problems

The sidebar shows "No Monta driver found"

The requester's email and phone number do not match a driver in your operator network. Check that the ticket has the same email or phone number as the driver's Monta account.

The sidebar does not show up on tickets

Check that the Zendesk app in Hub shows Live on tickets. If it shows Almost there, add the sidebar as described in Add the Monta sidebar.

I do not see the Zendesk app

If you do not see Zendesk in the Application Marketplace, contact Monta support.

For the marketplace in general, see Find and connect apps in the Applications marketplace.