How to set up sync with Zendesk

How to set up sync with Zendesk

Zendesk is a customer service software that uses the power of customer context to improve customer experience, manage support tickets, and analyze agent productivity. Integrating and syncing Zoho Marketing Automation with Zendesk will allow you to sync contacts from Zendesk and engage them consistently.
 
Learn how to integrate Zoho Marketing Automation with Zendesk 

 Set up the sync 

  1. Click Settings icon on the top-right corner of the screen, then click Apps under Integrations.
    settings icon

    settings page
  2. Click Zendesk under Connected Apps. Click Create sync button. By default, Contacts module of Zendesk will be synced.
  3. Select a list if required to which you intend to sync the contacts. All the synced contacts will be available in the selected list as well as in the All contacts module of Zoho Marketing Automation.
  4. Select a topic if required to associate your contacts with a relevant topic you intend to communicate with them.
  5. Select a lawful basis. This option will be available only if you've opted to comply with GDPR in your Zoho Marketing Automation account settings.
  6. Enable Update empty field value toggle if required. By enabling this, values of mapped fields removed in Zendesk will also be updated with empty values in the respective field of Zoho Marketing Automation.
  7. Click Next and proceed to map fields. 
    create sync

 Map fields

Map your contacts Zendesk fields to respective Zoho Marketing Automation fields to import the contact information.  
  1. Click (+) icon to map your custom fields.
  2. Click Initiate.
    map fields - zendesk
 

Sync Detail View  

To see the detail view of the sync,
  1. Click Settings icon on the top-right corner of the screen, then click Apps under Integrations.
  2. Click Zendesk under Connected Apps.

 Edit Sync Configuration  

  1. Click Settings icon on the top-right corner of the screen, then click Apps under Integrations.
  2. Click Zendesk under Connected Apps.
  3. Click Edit icon and edit the required details.
  4. Click Save. 
          edit configuration

Edit Mapping  

You can re-map or map more fields for your sync settings by clicking the Edit Mapping in the Sync Detail View.
  1. Click Settings icon on the top-right corner of the screen, then click Apps under Integrations.
  2. Click Zendesk under Connected Apps.
  3. Navigate to Field Mapping tab.
  4. Click Edit icon and edit the required details.
    edit mapping - zendesk 
  5. Click Save.  

 View sync history 

Navigate to Sync history tab. 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.
    Sync history
 You can export your skipped contacts as a .csv file by clicking the export icon next to the skipped value.