Upgrading Your Zendesk Integration to Comm Widget 2.0

Requirements:

• Comm Widget 2.0 requires BPCC 5.36.0 or later

Migration from Universal Repeater

1. Request the new application from Bright Pattern Support. You will receive a .zip file.
   
   
2. Log in to Zendesk.
   
   
3. Navigate to Admin Center > Apps and integrations > Apps > Zendesk Support apps > Upload App.
   
   
4. Enter a name for the app.
   
   
5. Click Choose file and select the zip file for your private app.
   
   
6. Click Save.
   
   
7. In the pop-up modal that appears, click Agree to upload this app.
   
   
8. When prompted, click Install. Once installed, you can access this app from the My Apps page.
   
   
9. Configure the installed app with the URL that you normally use to open your Bright Pattern Contact Center Agent Desktop application. Use the following format for the URL: https://example.brightpattern.com/agent/crmembedded/adapters/zendesk.html
   
   
10. For further setup, see steps 4-8 of the Zendesk Integration Setup guide.
    
    

The new application will also be available from the Zendesk Marketplace, pending certification.

Using Multiple Widget Versions Concurrently

It is possible to have both the old and the new integration active in the same Zendesk call center for testing and comparison purposes. Additionally, you can assign users or user groups to the relevant app to support gradual migration.

To assign widget versions by user or user group:

1. Follow the migration steps above to install the latest app.
   
   
2. The navigation top bar in Zendesk Support will now display an additional invocation button for the new app, in addition to the old one.
   
   
3. Check the Enable role restrictions? setting to control the visibility of applications, selecting separate user roles for each app.< Previous