This article details how to install the Swifteq Agent Co-writer app from the Zendesk Marketplace page.
The install instructions will be added shortly. If you need help, please contact Swifteq support using the Live Chat or email support@swifteq.com.
In this Article
Installing your Free 7-day Trial, Free Version or Full Versions of the Agent Co-writer App
Setting the Title and Access Restrictions
Entering your Swifteq API Key
Swifteq API Key if you do not already have a Swifteq Account
Swifteq API Key if you already have a Swifteq Account
Adding the Swifteq API Key to the Agent Co-writer App Configuration in Zendesk
Completing the Installation
Logging into the App, Inviting Additional Users and Resetting your Password
Changing the Settings or Uninstalling
Installing Both Agent Co-writer and Translate Conversations
Installing your Free 7-day Trial, Free Version or Full Versions of the Agent Co-writer App
- You can install a free 7-day Trial of the Agent Co-writer app which gives you unlimited replies for that period of time.
- You can install a Free version of the app which allows you up to 100 replies per month.
- You can install a full version of the app which allows you unlimited replies.
- Agent Co-writer has all the Translate Conversations functionality. With the 7-day Trial, this is unlimited translations for that period of time, with the free version of Agent Co-writer, this is 100 translations per month, and the full version of app allows unlimited translations.
To install Agent Co-writer
- Go to the relevant page for the app in the Zendesk Marketplace page.
You can search for the app or click the following link to take you directly to the page:
https://www.zendesk.com/marketplace/apps/support/1186177/agent-co-writer/
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Select to Install a Free 7-day Trial or the Free Version
Either, click the Free trial button to install a free 7-day trial of the app in your Zendesk account.
Or, click the Install button to install the app for free but with a limit of up to 100 translations per month in your Zendesk account. - Select the Zendesk Account to install the app for and click Install.
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If not already signed in to Zendesk, you are prompted to sign in with your Zendesk login.
Note: This is your Zendesk login. A Swifteq account is different from a Zendesk account. Once you have installed the app in the Zendesk account, you will then need to create a Swifteq account from the app and connect it to your Zendesk.
The settings for the Installation of the app display automatically in your Zendesk > Admin Center > Apps and Integrations > Apps for Zendesk Support Apps.
If you have selected to install the Free 7-Day Trial, you are prompted for your billing details.
Enter your details and click Proceed to payment and enter your credit card details.
If you are installing the free version, limited to 100 translations per month, you are not prompted to enter any credit card details and the following displays.
Setting the Title and Access Restrictions
- The Title defaults to the name of the app and you can change this if required.
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You can Enable Role Restrictions. When Role Restrictions are enabled, only users that have the selected Role(s) in Zendesk have access to the app.
When applying Role Restrictions and or Group Restrictions :
- This restricts the access and use of Agent Co-writer to only the agents in the selected Roles and/or Groups.
- This also changes the total cost of your subscription to Agent Co-writer. You will then only pay the subscription for those agents in the selected Role(s) and/or Group(s).
Refer also to How to Control Access and Subscription Cost for Agent Co-writer.
Checkmark Enable role restrictions and the drop-down list displays all the Roles you have set up in your Zendesk Account. Select any Role(s) that you want to have access to the app.
The selected Role(s) display.
- You can Enable group restrictions. When Group Restrictions are enabled, only users in the selected Groups in Zendesk have access to the app.
Checkmark Enable group restrictions and the drop-down list displays all the Groups you have set up in your Zendesk Account. Select any Group(s) that you want to have access to the app.
Entering your Swifteq API Key
You need to enter your Swifteq API Key.
Swifteq API Key if you do not already have a Swifteq Account
Click the following link to create a new account.
https://agenthelper.swifteq.com/auth/cowriter
Enter your details and click Sign up.
Swifteq API Key if you already have a Swifteq Account
If you already have a Swifteq account you need to copy the Swifteq API Key.
- Login to your account.
- From the Switch between Swifteq Zendesk Apps button in the top right menu, select the Agent Co-writer app.
The first time the app is used, you must Activate it to enable it on your account.
- When activated, the Agent Co-writer Configuration screen displays.
- From the Configure the app using this API Key, click the Copy to Clipboard icon.
Adding the Swifteq API Key to the Agent Co-writer App Configuration in Zendesk
Paste your Swifteq API Key into the Zendesk configuration.
Note that if you redisplay this page, for security reasons, the Api key does not display.
Completing the Installation
To complete the installation, click Install or Update.
The My Apps page displays and Agent Co-writer shows in the Currently Installed apps.
Once Agent Co-writer is installed, the app is enabled and displays in the Ticket Sidebar in an opened ticket. Refer to Using Agent Co-writer.
Logging into the App, Inviting Additional Users and Resetting your Password
Refer to Logging into the Swifteq App, Inviting Additional Users and Resetting your Password in the section Installation for Swifteq Automation Apps.
Changing the Settings or Uninstalling
After installing, you can change the installation settings for the Title, Enable Role Restrictions or Enable Group Restrictions at any time. You do this by opening the app from your Zendesk Admin Center.
Refer also to How to Control Access and Subscription Cost for Agent Co-writer.
If you need to uninstall the app, you do this from the Zendesk Admin Center My Apps.
Installing Both Agent Co-writer and Translate Conversations
Agent Co-writer and Translate Conversations are separate apps and the translate function is the same in both apps. You only need to install one app or the other, but the ticket Summary is only included in the Agent Co-writer app.
If you have both installed, ensure that any of the Settings are set the same in both apps.
For the Resources, the apps use different Zendesk API authentication tokens for Agent Co-writer and Translate Conversations.