Connect Zendesk Support

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Connect Zendesk Support to ActiveCampaign

Connect Zendesk Support to ActiveCampaign is a powerful integration that allows you to link your Zendesk Support account with your ActiveCampaign account, enhancing your customer experience by syncing crucial contact and ticket information. This integration facilitates better customer relationship management by automating the flow of information between the two platforms, allowing you to react swiftly to customer inquiries and issues.

Why This Feature Matters

Integrating Zendesk Support with ActiveCampaign creates a comprehensive overview of customer interactions, enabling businesses to provide tailored support. When a ticket event occurs in Zendesk, the integration automatically updates contact records in ActiveCampaign, ensuring that your team always has access to the most current information. This not only streamlines the workflow but also enhances the quality of customer engagement, ultimately contributing to improved customer satisfaction and retention rates.

How to Access This Feature

To set up the integration between Zendesk Support and ActiveCampaign, you’ll first need an ActiveCampaign account and a Zendesk Support account. Make sure you're not using Zendesk's "Support Essential" legacy plan, as this integration is not supported on that plan.

Step-by-Step Instructions

Follow these steps to connect your Zendesk Support account to ActiveCampaign:

1. From your ActiveCampaign account, click on your profile and navigate to Apps.
2. In the All Apps page, use the search field at the top right and search for "Zendesk Support."
3. Click on the Zendesk Support option to open the integration page.
4. On the Zendesk Support apps page, click the Add an account button.
5. A modal window will appear:

  * Type or paste your Zendesk Support account subdomain into the provided field.
  * Click the Connect button.

1. If signed in to Zendesk Support, the setup will redirect to an authorization page. Click the Accept button to continue.
2. If you are logged out, you will need to log in and authorize the connection.
3. A Review Events step will appear for informational purposes, indicating that your ActiveCampaign account will receive ticket data. Click the Continue button.
4. The next step, Zendesk Support Objects, is also for informational purposes, showing which fields will be populated. Click the Continue button.
5. The last step is Field Mapping.

  * Map the email address field from Zendesk Support to the corresponding email address field in ActiveCampaign (this is required).
  * Optionally, map additional fields you want to sync.

1. If mapping any of the following for Deal fields - Currency, Deal Owner, Pipeline, or Stage - you can map to values in ActiveCampaign or choose the Map from Source option, which allows you to override a selection from the provided list.
2. Click the Finish button.

Once completed, the Zendesk Support Apps page will display the connected Zendesk Support account.

Configuration Options and Settings

The integration setup involves mapping Zendesk Support object fields to existing fields in ActiveCampaign, such as Contact, Deal, Account, and private Custom Object fields. Before initiating the setup, ensure you have corresponding fields created in your ActiveCampaign account.

• **Required Fields:** At least the email address must be mapped from Zendesk Support to ActiveCampaign.
• **Mapping Options:** You can map further fields for standard objects like Contacts, Deals, and Accounts.

  * If mapping to Deals, Accounts, or private Custom Objects, a relationship will be established between the records based on your mappings.

• **Tags:** Each contact synced through this integration will automatically have the tag zendesk-support-integration added to their records.

Best Practices and Tips

1. Ensure that all necessary corresponding fields are created in ActiveCampaign to avoid data syncing issues during mapping. 2. Regularly review the integration settings to keep the fields and mappings updated based on your customer interaction strategies. 3. Take advantage of the new automation triggers created by the integration, such as Zendesk Support Ticket Created and Zendesk Support Ticket Updated, to enhance your marketing campaigns.

Common Use Cases

- **Customer Support Automation:** Use the integration to automatically tag contacts when tickets are created or updated, enabling targeted communication based on support actions. - **Segmenting Contacts:** Leverage synced Zendesk ticket field data in your segment builder to create personalized automations for customers based on their support history. - **Personalizing Campaigns:** Utilize the ticket custom object fields (like Ticket ID, Status, and Priority) to personalize email content sent from automations.

Troubleshooting Section

If you experience issues during the integration process, consider the following troubleshooting steps: - Verify that your Zendesk Support account is active and accessible. - Ensure you are not using Zendesk's "Support Essential" legacy plan, as the integration will not work on that plan. - Check that all required fields and mappings are correctly set up within ActiveCampaign.

FAQ

Q1: Can I use this integration with Zendesk's "Support Essential" plan? A1: No, this integration is not available for users of the "Support Essential" legacy plan.

Q2: Does the integration create new Contact, Deal, or Account fields in ActiveCampaign? A2: No, the integration will not create any new fields. However, it will update existing records with data from Zendesk Support.

Q3: What information is synced from Zendesk Support to ActiveCampaign? A3: The integration will sync contacts and their ticket information whenever a ticket event occurs, including ticket status, priority, and other relevant data.

Q4: How can I personalize emails using Zendesk Support ticket data? A4: You can personalize emails using ticket custom object fields within automations that utilize Zendesk ticket triggers.

Q5: What happens if a synced ticket's data changes? A5: Any mapped fields will be updated in ActiveCampaign whenever a new ticket is created or an existing ticket is modified in Zendesk Support.

Q6: Are there any limitations on automation triggers? A6: Yes, you can only use one trigger for your automation if you're using a custom object trigger related to Zendesk Support.

Q7: Where can I find additional information on this integration? A7: For more details, refer to the [Zendesk Support integration documentation](https://help.activecampaign.com/hc/en-us/articles/5195780267292) on ActiveCampaign's help site.

By connecting Zendesk Support to your ActiveCampaign account, you can significantly enhance your customer relationship management and ensure a seamless flow of information that helps improve customer satisfaction and operational efficiency. ```