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Extend Support

Automate Extend claim and fulfillment workflows within Zendesk

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Total de instalações

Less than 5

Funciona com

Support

Developer

Extend, Inc.

Sobre este aplicativo

About Extend

Extend's shopper operations platform integrates with Zendesk, giving support agents the ability to view and action Extend customer claims directly from the Zendesk ticket sidebar.

Features

  • View all Extend warranty claims for the ticket requester in an embedded sidebar widget

  • See auto-approval and auto-denial decisions inline with each claim

  • Review product and fulfillment details for every claim

  • Approve or deny pending claims without leaving Zendesk

  • Automatically create Zendesk tickets from Extend claim events to streamline agent workflows

Data disclosure

The Extend Support app accesses Zendesk ticket data — including the ticket requester's email and name, ticket ID, subject, and status — and transmits it to Extend's servers to retrieve associated warranty claims and display them to the agent. When agents submit approve or deny decisions, those decisions are sent to Extend. After a Zendesk admin completes the one-time OAuth connection, Extend may also create and update Zendesk tickets on the merchant's behalf in response to Extend claim and contract events. Agent identity (email) is shared with Extend and Okta for authentication and authorization. No Zendesk data is sold or shared with third parties outside this integration.

Detalhes do aplicativo

Como instalar

Overview

The Extend Support app connects Zendesk to Extend so support teams can view and action Extend claims directly from the Zendesk ticket sidebar.

Installation includes two setup steps:

  1. A Zendesk admin installs the Extend Support app and completes a one-time OAuth connection.

  2. Each support agent logs in through Okta before viewing claim data in Zendesk.

Once connected, merchants can configure Zendesk ticket creation rules by store from the Extend Merchant Portal.

Step 1: Install the Extend Support app in Zendesk

  1. In Zendesk, open the Zendesk Marketplace.

  2. Search for Extend Support.

  3. Select the Extend Support app.

  4. Click Install.

  5. Follow Zendesk's prompts to complete the app installation.

  6. Once installed, open any Zendesk ticket and locate the Extend Support app in the ticket sidebar.

Step 2: Complete the one-time admin connect flow

The first time the app is opened, a Zendesk admin must connect the merchant's Zendesk account to Extend.

  1. Open the Extend Support app in the Zendesk ticket sidebar.

  2. The app displays a connect screen prompting the admin to link Zendesk to Extend.

  3. Click Connect Extend Support.

  4. You will be redirected to Zendesk's OAuth permission screen.

  5. Review the requested permissions. Extend requests permission to read and write Zendesk ticket data so it can create and update tickets related to Extend claims.

  6. Click Allow.

  7. After granting permissions, you will be redirected to the Extend Merchant Portal.

  8. In the Merchant Portal, associate your Extend account with your Zendesk subdomain.

  9. Once the connection is complete, Extend automatically creates default integration records for each store under the Extend account.

  10. Return to Zendesk and refresh the Extend Support app.

The one-time admin setup is now complete.

Step 3: Configure Zendesk ticket creation rules

After the Zendesk connection is established, ticket creation rules can be configured in the Extend Merchant Portal.

  1. Open the Extend Merchant Portal.

  2. Go to the Integrations tab.

  3. Select the Zendesk integration settings.

  4. Configure ticket creation rules for each store.

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