Zendesk Overview

What a Zendesk ticket looks like in Vitally

Vitally's Zendesk integration can be used to sync the following Zendesk data into Vitally hourly:

Tickets - Vitally can import your Zendesk tickets into Vitally as threaded conversations (including internal Notes!).
Users - Vitally can import your Zendesk end users and any custom traits associated with them into Vitally as users.
Accounts/Organizations - Vitally can import your Zendesk organizations and any custom traits associated with them into Vitally as Accounts or Organizations.
Ticket Fields - Vitally can import the Zendesk ticket fields you want to sync as Conversation traits.

How the Zendesk Integration Works

Once you grant access to your Zendesk account, two things occur to ensure we track your Zendesk tickets as conversations in Vitally:

We'll import your most recent Zendesk tickets on initial connection: Once you connect your Zendesk account, we'll import historical tickets from the last 30 days and sync those into Vitally as conversations.
We'll listen for new tickets moving forward: We'll listen for tickets associated with your existing users and accounts in Vitally. When one is found that matches an existing record, it will be added to Vitally as a conversation and linked to the corresponding user and account.

Furthermore, we'll sync data about any users and accounts (optional) to their corresponding records in Vitally.

Vitally pulls in the following details about your Zendesk tickets and attaches them to the created conversation in Vitally:

The original ticket and all replies are pulled in as a threaded conversation
The user who created the ticket and any teammate(s) assigned to the ticket
The ticket's status in Zendesk (e.g., open vs closed)
- All statuses besides closed (on hold, pending, etc) will display as open in Vitally.
The ticket's rating in Zendesk (if left by the user)

Enabling & Configuring Zendesk

How to Enable Zendesk

How to Enable

How-To Visual

Navigate to your Settings (⚙️) by selecting your Account Logo on the top left, and under Operations, select Integrations to find Zendesk (or via Quick Jump Mac: ⌘ + j Windows: Alt + j).
Click the toggle button on the top right to enable the integrations
Enter your Zendesk Subdomain
Click the Connect to Zendesk button
Once connected, you can configure Organizations, Accounts, Users, and Tickets. Read below for details on configuring Zendesk!

The credentials used to integrate Zendesk with Vitally need to have Administrator permissions, which need to be maintained to allow for successful syncing.

Configuring Zendesk

Import Zendesk users as Vitally users, tickets as Vitally conversations, and Zendesk organizations as Vitally organizations or accounts.

How-To	How-To Visual
Configuring Zendesk Organizations The configuration process is nearly identical for Users, Accounts, and Organizations. Follow the steps below! Note that only one level of Vitally hierarchy can be mapped to Zendesk organizations. For example, Zendesk organizations can be synced to Vitally Organizations or Accounts.
Configuring Zendesk Accounts The configuration process is nearly identical for Users, Accounts, and Organizations. Follow the steps below! Once Vitally can establish a link between a Zendesk organization and a Vitally Account, we can push data out to attach certain data points managed in Vitally (e.g., health, segments) onto your Zendesk organizations. Pick the Vitally columns that you'd like to attach to your Zendesk organizations.
Configuring Zendesk Users The recommended way to link User and Account data from Zendesk with Vitally is by the use of an external ID. We also support linking data using a common identifier, like email. Read below for both configurations: If you have the external ID mapped in Zendesk and Vitally, select the Yes option. If you do not have the external ID of your users in both systems, select the No option. If selecting No—Without an external ID, you'll need to map a common identifier between Zendesk and Vitally. This needs to be a shared identifier between systems, like an email address or domain trait. Select the fields that have a shared value between Zendesk users and Vitally users. Select the Zendesk user fields that you want to sync into Vitally and attach to Vitally users. If selecting Yes—Select the Zendesk User field that contains the user's external ID. Select whether you want to create new users OR update current Vitally users. Select the Zendesk user field that contains the user's external ID. Pick the Zendesk user fields that you want to sync into Vitally and attach to Vitally users.	If your Zendesk Users DO NOT have the external ID of the user stored in some field. For example, if you'd like to sync Zendesk Tickets and associate them in Vitally with the same email as the Zendesk end user: If your Zendesk Users DO have the external ID of the user stored in some field:
Configuring Tickets *The Zendesk User sync must be configured for the Ticket sync to occur.* After configuring Users and/or Accounts, you can configure Tickets. Select the Zendesk ticket fields you want to pull into Vitally and attach to Vitally conversations, in addition to the native Vitally fields. Choose to sync internal notes left on Tickets by Zendesk team members. If unchecked, Vitally will only import ticket messages sent between you and your customers.

Zendesk FAQ

Can I add multiple instances of Zendesk?

No, currently you can only connect 1 instance.

Can you reply to Zendesk tickets in Vitally?

No, it's a one-way sync.

Can I sync all ticket fields to Vitally?

Yes! Users can map native Zendesk ticket fields into Vitally. The supported fields are:

Assignee email
Assignee ID
Group ID
Priority
Status
Submitter ID

Are there any cases where we support syncing a Conversation that does not have a customer attached?

No, the Zendesk ticket must include the email address of an end user (your customer). An email address for a Vitally user, but no end user (your customer), would be dropped.

Are you able to push data out from Vitally to Zendesk?

Yes, we support pushing Account or Organization data like health scores, segments, or custom traits to Zendesk Organization custom fields. You'll need to map traits to Zendesk fields that you wish to push out of Vitally to your Zendesk Organizations.

Can you remove the Zendesk Admin permissions for the user credentials used once the integration is enabled?

No, the Zendesk credentials used to integrate with Vitally need to maintain Admin permissions to allow data to sync. Removing the Admin permission for these credentials will prevent data from syncing between Zendesk and Vitally.