Install the Wistia for Zendesk app

Zendesk Support is Zendesk’s customer support ticketing system. The Wistia app lets Zendesk users share videos in their support emails.

To get started, head to the Zendesk Apps Marketplace and install the Wistia for Zendesk app in your Zendesk account.

Once installed, you’ll be prompted to fill out some information on the app page in Zendesk, including:

Your Wistia API key. The token you create must have at least “Read all data” and “Upload media” permissions.
The Wistia project (i.e., folder) ID to which videos will be uploaded.
Wistia folders that will be accessible through the integration.

Click “Update” at the bottom of the page to save your changes. Once finalized, Wistia will be listed as a configured app on the “My Apps” page in Zendesk.

Add a video thumbnail to support emails

Once you’ve installed the Wistia for Zendesk app, it's easy to add a video thumbnail to your support email. In the text editor, select the Wistia icon. The pop-up modal will display a list of folders in your Wistia account.

Click into the desired folder, then select a video.

Note

The video thumbnail image may appear blurred in the video picker—we call this image the “swatch”. This does not reflect how the video thumbnail will appear in your message.

Select the video you’d like to add and choose “Insert in Zendesk” to add the video thumbnail to your ticket.

Link thumbnail to webpage

By default, recipients will be directed to the public Wistia media page when you add a video thumbnail to your support email.

After adding your video to your Zendesk email, click the thumbnail in the rich text editor. You should see a pencil icon. Click the pencil icon and edit where the video should link.

When you send your email, the recipient will be directed to the link you’ve added rather than to the Wistia media page.

Resize thumbnail image

To resize your video's thumbnail in the email editor, click and drag any corner of the image.

Zendesk tags

When you add a video to a ticket through the integration, Wistia will automatically create two tags in Zendesk:

A general tag indicating that a video was shared in that ticket: wistia:video-thumbnail-link
A tag specific to that video: wistia:[the video's unique id]

In your Zendesk Admin Center, select “Objects and rules” and “Tags” in the left sidebar.

You can use those tags to create custom views, see which videos are shared the most, and even analyze how videos affect metrics like customer satisfaction and ticket resolution time.

For more information on ticket tags, refer to Zendesk’s documentation.

Note

If you delete a video thumbnail link from a ticket before saving it, be sure to manually delete the tag. The app can’t remove those tags automatically.

Embed videos in Zendesk Knowledge

Zendesk Knowledge is a powerful self-service help center platform from Zendesk. There are a few ways to embed a Wistia video in your Zendesk help article. Before doing so, you'll need to allow unsafe content to be displayed in your help center:

In your Zendesk Knowledge admin center, navigate to the "Help center settings" page.
In the "Security" section, check the "Display unsafe content" option. Click "Update" at the top of the page to save your changes.

Note

The “Display unsafe content” setting in Zendesk is meant to sound scary 👻 because it lets you include third-party code in your help center. However, not all third-party code is bad. Only add code from places you trust. Wistia embed codes are safe to use.

Embed via URL

The easiest way to embed a Wistia video in your Zendesk article is via the “Embed” option. In your article editor, open the “+” menu and select “Embed” from the dropdown menu.