Zendesk is a customer service and engagement platform. This integration brings data about your customers, support tickets, and customer satisfaction into Zaius to be used in segmentation and content personalization within campaigns.
What Data is Integrated?
Customer Data: Customers from Zendesk. This includes attributes such as the Name, Email, Organization of User, User Time Zone, and Language.
Tickets Data: Ticket activity and attributes of tickets. This includes that a ticket was opened/closed and information about the ticket (type, status, priority, agent).
Satisfaction Data: When a ticket can be associated with satisfaction information, you will receive the reason, rating, agent, score, and comment. This will appear in Zaius connected to a new event of type: Support Satisfaction.
To integrate Zendesk you will first need to login to Zendesk and follow these steps:
- Enable password access to API in Zendesk
- Navigate to Settings -> API -> Password Access
- Toggle the setting to "Enabled"
- Login in to Zaius
- Go to ⚙️-> Integrations -> Zendesk and enter your credentials
- Click Save
Once you click Save your customers, satisfaction ratings, and tickets will be imported. This could take up to a few hours depending on the number of tickets and customers you have. After the initial import is completed Zendesk information will be sent to Zaius every 15 minutes.