Zendesk Support

Zendesk Support is a customer service platform that streamlines and centralizes support interactions. It offers ticketing, self-service options, and automation to help businesses manage customer queries efficiently, providing a unified and collaborative environment for support teams.

What you can do with the Zendesk Support connector:

  • Ingest user Data: Use end-user data from Zendesk to send promotional offers and other updates to your customers on popular channels such as Email, SMS, and WhatsApp.

  • Automation: Use flows to automate different business processes using triggers and actions, such as task updates.

Zendesk Support triggers and actions in Flows

Once installed, you can use more than 15+ triggers and actions in Flows, like Merge tickets, update users and more.

For a complete list of available triggers and actions, go to Automate Work > Connectors > Marketplace and find Zendesk Support.

Zendesk data synchronization

Once installed, the Zendesk Support connector will regularly sync the following data:

  • End User

After installation, under the "Data Sync" tab, you can choose the User attributes and the frequency of the data sync you want to import from Zendesk into Bird.

How to install Zendesk Support

What you'll need

  • A Zendesk Support account

Step-by-step instructions

  1. Go to Connectors > Marketplace and select Zendesk Support.

  2. Click the Install Zendesk Support button.

  3. Give your Zendesk Support connector a recognizable name subdomain.

  1. Click the Login and Install button. You'll be redirected to Zendesk.

  2. You'll be prompted to log in now if you're not already logged into your Zendesk account.

  3. Once logged in, you'll be shown the permissions you'll grant to Bird when you install the Zendesk connector. Scroll down to the bottom, then click Connect app.

That's it! You've installed Zendesk Support!

Next steps

Visit the “Health” tab to assess the connector’s health.

  • Data Fetching: Responsible for gathering data from third-party platforms. It generally requires valid credentials or API keys. If its health is compromised, there could be problems with credentials or permissions.

  • Data Capture: Manages incoming data and events, mainly through webhooks. A non-healthy status typically indicates difficulties with the connector's webhook setup.

  • Engagements: Handles the processing and ingestion of data into our platform. An unhealthy state might mean the data isn't in the anticipated format.

Use Zendesk Support

Once you've successfully installed the Zendesk Support connector, you can incorporate its functionalities in various areas of the platform:

Audiences

  • Purpose: Build dynamic audiences using end-user data imported from Zendesk Support. These audiences can be harnessed for broadcast marketing campaigns or omnichannel marketing journeys.

  • How to access:

    1. Go to Grow customers > All contacts.

    2. Click Create Audience. Here, you'll notice Zendesk Support variables listed under attributes. The same variables are also accessible under the attributes tab.

    3. Use these attributes to segment your contacts and create an audience or list. These audiences and lists can be used to send marketing campaigns.

Flows:

  • Purpose: Incorporate Zendesk Support triggers and actions in Flows to automate business processes, such as create Ticket

  • How to access:

    1. Proceed to Flows located under Automate Work.

    2. Initiate a new flow or modify an existing one.

    3. For invoking a flow using Zendesk Support triggers, set the Trigger to "Connector", the Connector to "Zendesk Support", and then pick the relevant Zendesk Support instance (if you have multiple installations).

    4. Here, you can opt for any triggers the Zendesk Support connector supports.

    5. Additionally, select Zendesk Support from the "Connector actions" dropdown to integrate Zendesk Support actions into your flows.

FAQs

I don’t see the Connectors/Automate Work option. What am I missing?

Please verify your Access role under 'Organization Settings'. If it's not present there, contact your admin for assistance.

As a Zendesk admin with multiple Zendesk instances, can I connect each one to Bird?

Absolutely! Install the Bird app for each storefront as required. After installation, view all the storefronts under 'Your Connectors'. Remember, each installation is unique to one store, so you must install it for each storefront individually.

What should I do if my Data sync displays a "Failed" status?

Please contact our support team for assistance.

Is it possible to restore a deleted connector?

No, once you delete a connector, it's irreversible. However, you can always create a new connector to replace the one you deleted.

What should I do if I notice errors in the Health status of my connector?

It's crucial to address any errors promptly. If you're unable to resolve the connector errors yourself, our dedicated support team is here to help.

What happens with my audiences if my connector becomes defunct or is deleted?

Your audience will still function but won't receive new updates.

What will happen to my flows if my connector is removed or becomes defunct?

While the flows will remain intact, they will no longer be influenced by the connector or be able to execute actions via the connector. You would need to manually adjust the flows to use new connector instances.

How can I delete the connector?

  1. Go to Automate Work > Connectors > Your Connectors.

  2. Search for Zendesk Support.

  3. From the results, select the connector you want to delete and click Delete connector in the top right corner.

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