Zendesk Overview
Vitally's Zendesk integration can be used to sync the following Zendesk data into Vitally in real time:
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 pull in to Vitally
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 historically import tickets from the last 30 days and sync those into Vitally.
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 that 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 |
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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
You can import both users and account data from Zendesk, and the configuration process is the same for both!
If you would like to link your Zendesk organizations to Vitally Organizations instead of Vitally Accounts please reach out to support@vitally.io.
How-To | How-To Visual |
Configuring Zendesk Accounts
The configuration process is the same for both Users and Accounts. Follow the steps above to configure Accounts! Note: We can accommodate syncing to Vitally Organizations instead of Accounts. Please reach out to support@vitally.io to have this enabled for your account |  |
Configuring Zendesk Organizations
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) on to your Zendesk organizations. Pick the Vitally columns below you'd like to attach to your Zendesk organizations. |  |
Configuring Zendesk Users
The preferred way to unify User and Account data from Zendesk with Vitally is by the use of an external ID. You have the option to select another common identifier though. Read below for both configurations:
| If your Zendesk users DO NOT have the external ID of the user stored in some field:
For example, if you'd like to simply pull Zendesk tickets in and organize them underneath the user in Vitally with the same email as the Zendesk end user associated to the ticket 
Example configuration if your Zendesk users DO have the external ID of the user stored in some field  |
Configuring Tickets
PLEASE NOTE: End Users must be configured in order for Ticket syncs to occur.
Now it's time to configure Tickets once you've set up your configuration for Accounts/Users.
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Zendesk FAQ
Q: Can I add multiple instances of Zendesk?
A: No, currently you can only connect 1 instance.
Q: Can you reply to Zendesk Tickets in Vitally?
A: No, it's a one-way sync.
Q: Can I sync all ticket fields to Vitally?
A: Yes! Users can now map in new native Zendesk ticket fields into Vitally. The new fields supported are:
Assignee email
Assignee ID
Group ID
Priority
Status
Submitter ID
Q: Are there any cases where we support syncing a Conversation that does not have a customer attached?
A: No, the ZD 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.
Q: Are you able to push data-out from Vitally to ZenDesk?
A: Yes, we now support pushing out account data (e.g. health scores, event counts) to Zendesk organization custom fields in the same way we support for Hubspot and Salesforce. You just need to ensure that you pick the columns that you wish to push-out to your ZenDesk Organizations.
Q: Can you remove the Zendesk Admin permissions for the user credentials used once the integration is enabled?
A: 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.