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Zendesk Integration - Sync Tickets to Sell

View Zendesk Support Tickets on your Contacts and Deals in Sell with our native integration with the customer service platform - Zendesk Support. This integration is currently available on all Sell Plans. 

Jump To: 

1. Why Integrate Sell with Zendesk? 

2. How does the Zendesk Integration Work?

3. How to Enable the Zendesk Integration?

4. How do the Tickets sync?

5. FAQ

 

Why integrate Sell with Zendesk?

Connecting to Zendesk will allow you and your team to see the complete picture when it comes to your customers in Sell. You'll be able to see the history of Zendesk correspondence from your Contacts when you click on them - we'll even call out currently open tickets to give you the most relevant information and increase the odds of closing and renewing your Deals.

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How does the Zendesk integration work?

Connecting Sell to Zendesk will provide a one-way sync of your support tickets into Sell. The tickets will be displayed in 3 ways in your Sell Account. 

1. Activity Feed: If a Contact in Sell has a ticket in Zendesk, you’ll see that ticket displayed on the Contact’s activity feed (if the ticket is currently open, it will also be shown on the right side of the Contact in a box labeled “Tickets”).

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2. Active Deal: If a Contact has a currently active Deal, their open tickets will appear there as well!

3. Smart List: Once the integration is active, you’ll also see a new option called “Total Open Tickets" appear for your Contact and Deal Smart Lists. You’ll be able to filter and sort on that column similar to other Smart List options, allowing you to easily see which of your customers have written into your Zendesk the most. 


 

 

How to Enable the Zendesk integration?

Start by heading over to your account’s Settings page. Click into Sell's Integration settings page, then scroll until you find the Zendesk option.

Note: You’ll need to be an admin in both Sell and Zendesk in order to set this integration up.

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Clicking "Enable" will prompt you to log into your Zendesk account. Be sure to log into an admin Zendesk account in order to sync all of your tickets. 

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You’ll then be automatically directed back to Sell. The integration is now live and will automatically start syncing ticket information to Sell.

Depending on the amount of information you have in your Sell and Zendesk accounts, this could take up to several hours. You can check back on the integration “Status” page to see progress, and you’ll receive a notification as soon as it’s done.

 

How do the Tickets sync? 

You are probably wondering, how will the tickets appear on the correct Contact page?  We actually have 2 different methods to give you better control over how the tickets sync into your Sell account!

  • If you set up this integration before April 2, 2019, please click here to better understand how your tickets are currently syncing in your account.
  • However, if you enabled this integration after April 2, 2019, your tickets will sync into your account using the logic below. This current logic is more strict and results in less false positive matches in your Sell account.
Note: Tickets will know where to be displayed in your Sell Account based on either the (1) Name OR (2) Email Address of the Contact.

 

Tickets will sync if the Contact information matches at least one of the following:

1. Name:  A name is considered a match if the name matches exactly or if the name is only slightly misspelled. For example, "Jon Bon Jovi" should be recognized as a match with the accidentally misspelled "John Bon Jovi". 

2. Email Address: An email address must be an exact match.

 

Tip: We do offer some flexibility with this integration because we know email addresses can change and misspellings can happen!  Therefore, only the Name needs to match OR only the Email Address needs to match, for the ticket in Zendesk Support to be displayed in Zendesk Sell.

Example: Let's say your Support Team has a customer named "Jane Ramirez" with an email address "jane@ramirez.com." Given this profile in Support, would this ticket match with a Zendesk Sell Contact with the following information:

Zendesk Sell Contact Information:   Does the Name Match? Does the Email Match?  Will the Ticket be Displayed? 

Name: Jane Ramirez

Email: jane@ramirez.com

  yes  yes yes

Name: Jane Ramirez

Email: jane@gmail.com

  yes no

yes

(name is a match) 

Name: Jane Ramrez

Email: jane@gmail.com

 

yes

(name is only 1 letter off)

no

yes

(name is a match)

Name: John Smith

Email: jane@ramirez.com

  no yes

yes

(email is a match)

Name: Kate Smith

Email: kate@ramirez.com

   no no no

Name: Kate Smith

Email: kate@gmail.com

   no no no

  

Tip: Please have an Admin contact sell@zendesk.com if you would like your integration to be updated to our current syncing logic.  The current logic is more strict and results in less false positive matches in your Sell account. Please note that all tickets will need to be synced again!

 

FAQ

Which Sell plan is the Zendesk Integration available on?

This integration is currently available on all plans.

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

You'll need to be on Zendesk Support's Professional Plan or higher to enable the Zendesk Integration. Check out Zendesk's Plans & Pricing here.

How often does Sell sync with Zendesk?

Sell will sync once every 15 minutes with Zendesk.

What information about Zendesk tickets will I see in Sell?

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 Sell. You’ll also see status changes, public comments, and internal comments displayed within Sell.

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

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

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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. 

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What if I enabled this integration BEFORE April 2, 2019? How does Sell match my Zendesk tickets to my Contacts?

Please note that this integration was updated on April 2, 2019.  If you enabled this integration before this date, your tickets will sync using the logic described below. Otherwise, please refer to the above the section, How do the Tickets sync? to better understand the current process. 

1. Sell scans a combination of the (1) name of the Contact, the (2) email address of the Contact, as well as the (3) domain of that email address.

2. This is matched against the “requester” field within your Zendesk tickets.

3. If the name OR the email address OR the email domain matches the Contact's information, Zendesk Support matches the ticket to the record within your Sell account.

You'll find a table below with examples of requesters in Zendesk, and their respective matches in Sell. 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. 

Sell

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

 

Tip: Please have an Admin contact sell@zendesk.com if you would like your integration to be updated to our current syncing logic.  The current logic is more strict and results in less false positive matches in your Sell account. Please note that all tickets will need to be synced again!

 

Questions? Reach out to us at sell@zendesk.com and we'd be happy to help!