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Zendesk

Sync your Zendesk organizations, end users, and tickets to Vitally with our Zendesk integration

Overview
What a Zendesk ticket looks like in Vitally
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 - Vitally can import your Zendesk organizations and any custom traits associated with them into Vitally as accounts.
Ticket Fields - Vitally can import the Zendesk ticket fields you want to pull in to Vitally
Zendesk: Enabling and Configuring
Zendesk: How to Enable
How to Enable
How-To Visual
1.Navigate to your Settings (⚙️) at the bottom left of the left panel (or via Quick Jump)
2.Navigate to Integrations under Data Management
3.Navigate to Zendesk
4.Click the toggle button on the top right to enable the integrations
5.Then enter your Zendesk Subdomain
6.Click Connect to Zendesk button on the bottom left
7.Once connected, you can now configure End Users, Organizations, and Tickets. Read below for details on configuring Zendesk!
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Zendesk: How to Configure
You can import both users and account data from Zendesk, and the configuration process is the same for both!
How-to Configure
How-to Visual
Configuring End Users
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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:
1.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
2.If selecting No - Without an external ID, you'll need to map a common identifier between Zendesk and Vitally. Commonly this could be some other shared identifier between systems, like an email address or domain trait. 
1.Pick fields below that have a shared value between Zendesk users and Vitally users
2.Pick the Zendesk user field that contains the email of the user
3.Pick the Zendesk user fields below that you want to pull in to Vitally and attach to Vitally users
3.If selecting Yes - select the Zendesk user field that contains the user's external ID​
1.Select whether you want to create new users OR just update current Vitally users
2.Pick the Zendesk user field that contains the email of the user
3.Pick the Zendesk user fields that you want to pull in to 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 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
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Example configuration if your Zendesk users DO have the external ID of the user stored in some field 
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Configuring Organizations
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The configuration process is the same for both Users and Organizations. Follow the steps above to configure Organizations!
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Configuring Tickets
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PLEASE NOTE: End Users must be configured in order for Ticket syncs to occur.
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Now it's time to configure Tickets once you've set up your configuration for Accounts/Users.
1.Pick the Zendesk ticket fields you want to pull in to Vitally and attach to Vitally conversations in addition to the native Vitally fields
2.And lastly sync internal notes left on tickets by Zendesk team members. If unchecked, Vitally will only import ticket messages sent between you and your customers

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Zendesk: How the Integration Works
Quick Zendesk Integration facts
Sync time
Hourly
Create vs Update on Accounts and Users
Choose create and/or update
Which objects the integrations can sync in:
Accounts (= Organizations)
User (= End Users)
Conversations
Import Filters (trait level filters)
No for End Users but yes for Organizations
Bi directional: yes or no
No
Data out (natively in vitally and pushing out to other platforms)
No
How is link established
External ID or look up trait
Historical data
Import tickets from last 30 days
Can I disable/delete data via the integration page?
Disable and delete
Once you grant access to your Zendesk account, two things occur to ensure we track your Zendesk tickets as conversations in Vitally:
1.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.
2.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)
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.

How to Enable	How-To Visual
1. Navigate to your Settings (⚙️) at the bottom left of the left panel (or via Quick Jump) 2. Navigate to Integrations under Data Management 3. Navigate to Zendesk 4. Click the toggle button on the top right to enable the integrations 5. Then enter your Zendesk Subdomain 6. Click Connect to Zendesk button on the bottom left 7. Once connected, you can now configure End Users, Organizations, and Tickets. Read below for details on configuring Zendesk!

How-to Configure	How-to Visual
Configuring End 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: 1. 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 2. If selecting No - Without an external ID, you'll need to map a common identifier between Zendesk and Vitally. Commonly this could be some other shared identifier between systems, like an email address or domain trait. 1. Pick fields below that have a shared value between Zendesk users and Vitally users 2. Pick the Zendesk user field that contains the email of the user 3. Pick the Zendesk user fields below that you want to pull in to Vitally and attach to Vitally users 3. If selecting Yes - select the Zendesk user field that contains the user's external ID 1. Select whether you want to create new users OR just update current Vitally users 2. Pick the Zendesk user field that contains the email of the user 3. Pick the Zendesk user fields that you want to pull in to 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 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 Organizations The configuration process is the same for both Users and Organizations. Follow the steps above to configure Organizations!
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. 1. Pick the Zendesk ticket fields you want to pull in to Vitally and attach to Vitally conversations in addition to the native Vitally fields 2. And lastly sync internal notes left on tickets by Zendesk team members. If unchecked, Vitally will only import ticket messages sent between you and your customers

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Last modified 1mo ago