Zendesk FAQ

What Base plans is the Zendesk Integration available on?

This integration is currently available on all plans as an Advanced platform add-on (snap). 

 

Do I need to be on a specific Zendesk plan to use this integration?

This integration works best with Zendesk’s Team plan and higher. Though you can enable this with Zendesk’s Essential plan, the integration will function extremely slowly there. Base’s integration functions by accessing Zendesk’s API, and the rate limit imposed on the Zendesk Essential Plan will cause significant sync delays.

 

How does Base match my Zendesk tickets to my Contacts?

Base scans a combination of the name of the Contact, the email address of the Contact, as well as the domain of that email address. We match those against the “requester” field within your Zendesk tickets. Based off of those criteria, we find and attach Zendesk tickets to their records within your Base account.

You'll find a table below with examples of requesters in Zendesk, and their respective matches in Base. The integration is pretty forgiving when it comes to exactly matching your Requesters - we'd rather you have more information available to you than miss out on a potentially important Zendesk ticket on a Contact because it came from a slightly different name. 

Base

Zendesk Requester

Name: Phillip Jones (Contact)

Email: phil@gmail.com

Phil Jones

phil@gmail.com

Name: Tim Parker (Contact)

Email: tim.parker@delivery-inc.com

Tim Parker

tim@delivery.com

Name: Gear Shift (Company)

Email: contact@gearshift.com

David Mills

david@gearshift.com

Name: Quick Post (Company)

Email: No email

Mark Williams

mark@quickpost.com

 

How often does Base sync with Zendesk?

Base will sync once every 15 minutes with Zendesk.

 

What information will I see in Base from my Zendesk tickets?

Ticket Title, Requester, Owner, and Status will sync in from Zendesk’s default fields. Additionally, any custom Ticket properties defined in Zendesk will sync to Base. You’ll also see status changes, public comments, and internal comments displayed within Base.

Open tickets will be highlighted in a box on the right side of a Contact named “Tickets.” 

Tickets that are not currently open will be reflected in the activity feed of a Contact. 

When do I see tickets on Deals?

All open tickets for Associated Contacts are displayed on its Deal as soon as the Deal is created. You'll see them show up in the Activity feed, as well as the Tickets box on the right side of the Deal card. 

Still have questions? Reach out to us at support@getbase.com and we'd be happy to help!