Set up sync with Zendesk - Online Help | Zoho Campaigns

Set up sync with Zendesk

Zendesk is customer service software that uses the power of customer context to bring together customer conversations from all channels, accessing dashboards and data easily for better service quality thereby giving agents the context they need. Integrating and syncing Zoho Campaigns with Zendesk allows you to sync contacts from Zendesk and engage with them consistently by sending campaigns.
 

Setup a Sync  

  1. Click Contacts in the Navigation Toolbar, then click Sync Services.

    sync services menu

  2. Hover over Zendesk and click Associate New Account.



  3. In the pop-up that appears, you need to type your Zendesk account's URL from which you would like to sync the customers as contacts. Once you have done that, click on Proceed. Click on Continue in the new page that appears.



  4. The two apps will be connected. You will see a screen as shown below. You can proceed with adding a sync.



  5. Click on Active Syncs to view the page where your active syncs are listed. In this page you can click on New Sync to add a new sync.
  6. Once you click on Add New Sync you will see a page where you can set up a new sync. Select the module to be synced. You can only choose Contacts. Once you select the module, all the records in that module from Zendesk will be synced to All Contacts view of Zoho Campaigns.



  7. Select the List in Zoho Campaigns to which you want to import the contacts.
  8. Choose Subscription type: Marketing or Non-marketing.
  9. Select the topics to associate to the synced contacts.
  10. Choose the Lawful basis for communication.
  11. Enable Update empty field value if required. By enabling this, values of fields removed in Zendesk will also be updated with empty values in the respective field of Zoho Campaigns.
  12. Schedule a Sync time to sync the records periodically. However, the first sync will be initiated immediately as soon as you initiate a sync.
  13. Click Next at bottom right to proceed to field mapping section.
Notes
Notes:
  1. It is not possible to set up multiple syncs using the New Sync option. Only one sync can be set up.
  2. In order for you to choose the Topics, you need to have more than one topic created in your Zoho Campaigns account.
  3. In Zoho Campaigns, under Settings -> Compliance Settings -> if you enable GDPR Settings, the Lawful basis for communication option will be available for choosing when setting up the sync.

Map your Fields  

In Map your Fields, you can choose the Zendesk fields to be mapped against the fields you create in Zoho Campaigns.


  1. Click Map more fields to map additional fields.



  2. Click Initiate, at bottom right, once you are done.
  3. The New Field checkbox above the Zoho Campaigns field will automatically create a new field with the same name as the Zendesk field selected if that field is already not present in Zoho Campaigns.
  4. When you click on Initiate once the field mapping is done, you may see a pop-up regarding the Disclaimer about auto-upgrade.

  5. Once the sync is completed, you will see the Configuration screen of the sync where you can find essential information about the sync.



  6. You will also be notified of the sync completion from the notification section (bell icon) in your Zoho Campaigns account.



    Click on the notification button to view the notification related to the sync.



    When you click on this notification, you would be taken to this particular sync's Configuration view which is discussed in the next section.

Sync Detail View  

To see the detail view of the sync,
  1. Click Contacts in the Navigation Toolbar, then click Sync Services.

    sync services menu

  2. Hover over Zendesk. Click on the Active Syncs to see the list of syncs.



  3. Click on the sync to view the details of the sync such as the Configuration, Field Mapping, and Sync History.



  4. If you click on Pause Sync button at top right, the sync will be paused.



  5. You can click on Resume Sync button to resume the sync.



Edit Sync Configuration  

  1. Click Contacts in the Navigation Toolbar, then click Sync Services.

    sync services menu

  2. Hover over Zendesk. Click on the Active Syncs to see the list of syncs.
  3. Click on the sync name to see the sync detailed view.
  4. Click Edit at top right to edit the sync.



  5. Click Next to edit field mapping. Then, click Initiate.

Sync History  

To view sync history:
  1. Click Contacts in the Navigation Toolbar, then click Sync Services.

    sync services menu
  2. Hover over Zendesk. Click on the Active Syncs to see the list of syncs.



  3. Click on a sync to view the details of the sync such as the Configuration, Field Mapping, and Sync History.
  4. Click on Sync History tab at the top.



  5. Here you can see a detailed view of your sync list:
    1. Sync time - The time at which the sync was performed.
    2. Total records - Total number of contacts synced at the given time.
    3. Added - Number of new contacts added at the given time.
    4. Updated - Number of existing contacts updated.
    5. Skipped - Number of contacts not synced since they didn't match the sync criteria. The icon beside the skipped count allows you to export the list of the skipped records.


Disable Integration

To disable the integration between Zoho Campaigns and Zendesk:
  1. Go to Settings. Under Integration section click on Apps.



  2. Search for Zendesk, hover over it, and click on View details.



  3. At far right of the next page click on Deny.



  4. In the pop-up that appears, click on Go Ahead once you've read the effects of disabling this integration.