Ticketing: Zendesk

ChurnZero supports an integration with Zendesk that allows ticket data to map to accounts and contacts in ChurnZero. Below you will find the requirements for the integration and details on how ticket synchronization works.

Integration Requirements

• You must authorize your Zendesk instance from within ChurnZero.
  To do this, log into your ChurnZero production account, navigate to Admin > Zendesk Setup, and follow the instructions. We recommend that one of your Zendesk administrators complete this step. Once done, confirm authorization with your Implementation Specialist or CSM.

Sync Behavior and Rules

• The sync is one-way: from Zendesk to ChurnZero. Ticket data is not editable in ChurnZero. Any updates must be made in Zendesk. ChurnZero provides a quick link back to Zendesk for each ticket.

• The default sync interval is every 15 minutes. During each sync, ChurnZero pulls new tickets and checks existing tickets to match them to contacts and accounts.

• By default, tickets are mapped using the Zendesk Requester field. ChurnZero matches the requester’s email to a contact in ChurnZero, then associates the ticket with that contact and their account.

• If no unique contact matches the requester, the ticket will not be associated with any contact. ChurnZero will not automatically create new contacts.

• You can enable a secondary mapping method using a custom field on the ticket or the organization—such as “AccountExternalID.” If this field matches a ChurnZero account, the ticket will be associated with that account (but no contact association will occur unless the requester also matches a contact).

• If multiple contacts match the requester within the same account, or if no account can be identified via custom mapping, the ticket will not be associated with any contact or account.

• When new contacts or accounts are added or updated in ChurnZero, the sync will re-check for matching tickets.

• Deleted tickets are ignored by the sync. Tickets marked “deleted” in Zendesk will not be brought into ChurnZero.

• The sync can bring in custom ticket fields and tags. Custom fields map into ChurnZero and tags are treated as multi-select lists.

• Ticket data in ChurnZero is supplemental: you can use it in Segments or Alerts. Tickets themselves do not interact with Plays, Journeys, NPS Campaigns, or ChurnScores — those tools operate at the Account or Contact level.

• Zendesk cards will also appear in account and contact profile Timelines. Cards display automatically as long as your Zendesk tables include the following fields: Created Date, Subject, Requester, and Solved At. 

Engagement AI and Zendesk Tickets

Engagement AI analyzes Zendesk tickets for sentiment and topics. These insights contribute to the overall relationship score for an account when Engagement AI is enabled. Because Engagement AI uses ticket content for analysis, Zendesk ticket cards will always appear on the timeline for customers with Engagement AI enabled.

Notes on Mapping Logic

• If you rely on custom mapping (for example using AccountExternalID), be sure the custom field exists in Zendesk — either on the Ticket or Organization object — and let your Implementation Specialist or CSM know the exact field name.

• Secondary mapping at the Organization level only works if your Zendesk Organization data has been imported into ChurnZero as a custom table. Contact ChurnZero support for help setting that up if needed.