The Zendesk app helps your team stay up-to-date by making current and past customer tickets available within Upsales.
The Administrator of the account activates the Zendesk app and sets up the integration
This article covers:
You can also manage customer support from inside Upsales
Activating Zendesk
- Click App directory:
- Search for Zendesk:
- Click the Zendesk logo and then click Activate.
Configuring Zendesk
- In Zendesk, turn on token access and generate an API token. See Managing access to the Zendesk API.
- Paste the token into Zendesk API token in the Upsales Zendesk settings:
- In Zendesk API Email, enter the email address of whoever generated the API token.
- Enter your Zendesk API URL. It will be at your Zendesk support domain, such as:
https://[yourzendeskdomain.com]/api/v2/. For example: https://support.upsales.com/api/v2/ - Enter your Zendesk subdomain. The subdomain is a unique identifier that you can identify from the URL (usually https://[yoursubdomain].zendesk.com) or by checking the Zendesk Admin home page. Enter the subdomain only, for example upsales (not upsales.com).
- In Number of days, enter how many days back to search in Zendesk for tickets. The default is 30 days.
- Select Sync if you want to synchronise companies from Upsales to Zendesk.
When a company is created or updated in Upsales, the sync creates or updates an organisation with the same name in Zendesk and adds the email domains of the company's contacts to it. When a contact is added in Upsales, its email domain is added to the matching organisation.
By activating sync, you also get the following settings:- Journey Status - Only companies with these journey statuses are synchronised to Zendesk. Select at least one, otherwise no companies are synchronised.
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Banned Domains - Prevents specific domains from being added to companies in Zendesk.
Enter the domains in a comma separated list.
E.g: If a company has contacts with a @gmail.com domain in their gmail and we do not want gmail.com to be added to the organisation domains in Zendesk, we can enter gmail.com as a banned domain.
Viewing Zendesk tickets
A company’s account page shows the Zendesk widget. It shows the tickets of the Zendesk organisation whose name matches the company’s name in Upsales. If no organisation has that name, the widget says the company was not found in Zendesk.
The Zendesk widget shows how many open and closed tickets were created within your chosen Number of days. Open tickets have the Zendesk status New, Open, Pending or On-hold. Closed tickets have the status Solved or Closed.
To view a ticket, click the View Open Tickets or View Closed Tickets dropdown list, then select a specific ticket. You can see details of the conversation with both the agent and customer responses.