Zendesk Integration

The Base SNAP platform provides for an out-of-the-box integration with the customer service platform - Zendesk

Note: This integration is currently included in the Snap Advanced plan. Click here for more information on our Plans and Pricing.

 Why integrate Base with Zendesk?

Connecting to Zendesk will allow you and your team to see the complete picture when it comes to your customers in Base. 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 Base to Zendesk will provide a one-way sync of your support tickets into Base. If a Contact in Base 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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 If a Contact has a currently active Deal, their open tickets will appear there as well!
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 turn on the Zendesk integration?

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

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

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Hitting 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 Base. The integration is not live and will automatically start syncing ticket information to Base.

Depending on the amount of information you have in your Base 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.


FAQ

What Base plans is the Zendesk Integration available on?

This integration is currently available on all plans with Snap Advanced add on. 

 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.

 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. This is matched against the “requester” field within your Zendesk tickets. Based off of those criteria, 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 about Zendesk tickets will I see in Base?

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!