Ticketing: Zendesk

ChurnZero supports an integration with Zendesk to map ticket data to accounts and contacts in ChurnZero. Read below for details on requirements for the integration and the behavior/rules of the sync. 

Integration Requirements

In order to connect your Zendesk instance to your ChurnZero instance, the following is required:

• Authorize your Zendesk instance within ChurnZero. To authorize, log into your ChurnZero Production account, go to Admin > Zendesk Setup and follow the instructions; we recommend that one of your Zendesk Admins does this authorization. Confirm the authorization with your Implementation Specialist and/or CSM when you are done. 

Sync Behavior/Rules

• This is a one-way sync, from Zendesk to ChurnZero. At this time the ChurnZero integration with Zendesk is one direction, from Zendesk into ChurnZero. Ticket data is NOT editable in ChurnZero, all ticket updates must be made in Zendesk. But ChurnZero does provide a quick link back to Zendesk for each ticket. 
  
  
• Default sync interval is 15 minutes. Every 15 minutes the sync will pull new tickets and search through existing tickets in order to match tickets to contacts and accounts. 
  
  
• Default mapping is based on the "Requester" field. All tickets require a Requester, which is the person who made the support request (note: Requester can be changed to someone else). By default, ChurnZero will match tickets to contacts - and subsequently to accounts - using this Requester field; the sync will look for a unique contact in ChurnZero with a matching email address.
  • When a unique contact is identified, ChurnZero will associate that ticket with that contact AND with the account that contact is associated with.
  • If no contact can be found or if multiple contacts match the Requester, the ticket will NOT be associated with any contact. New contacts will NOT be created in ChurnZero as the result of syncing tickets.  
  • When new contacts are added to ChurnZero and/or existing contacts are updated, the sync will search for any matching tickets. 
    
    
• Secondary mapping on is possible using a field on the Ticket. For some companies the default mapping on Requester doesn't yield a high match rate, as internal staff often submit tickets on behalf of customers (though its worth noting that there is a method to create a ticket on someone else's behalf). If this is the case, ChurnZero can add another layer to our mapping logic: any field on the Ticket or Organization that matches the value in a ChurnZero field on a corresponding Account
  • We recommend using AccountExternalID -- meaning you must have a Ticket field where AccountExternalID is captured. Please tell your Implementation Specialist and/or CSM the name of this field. 
    • This field can be on the Ticket or the Organization
    • As mentioned, it's not mandatory to use AccountExternalID -- other fields will work if they can match the data. Again, tell your Implementation Specialist and/or CSM the name of this field.
  • When a unique account is identified using this field, ChurnZero will associate that ticket with that account (no contact will be associated unless there is also a match on Requester). 
  • If no matching account can be found, the ticket will NOT be associated with any account. New accounts will NOT be created in ChurnZero as the result of syncing tickets. 
  • If multiple contacts match the Requester within the same account, the ticket will NOT be associated with any contact OR account in ChurnZero.
  • When new accounts are added to ChurnZero and/or existing accounts are updated, the sync will search for any matching tickets. 
  • NOTE: Setting up a secondary mapping to a field on the Organization level will only work if the Zendesk Organization is brought in as a custom table. Please contact ChurnZero Support if you would like assistance in adding this table.
    
    
• Deleted tickets are ignored by the sync. By default ChurnZero will ignore tickets that have a status of "deleted". 
  
  
• The sync can target Custom Fields and Tags. If desired, the sync can pull in any custom ticket field(s) into ChurnZero. The sync can also bring in tags; they will be treated like a multi-select list. 
  
  
• Ticket data is supplemental data in ChurnZero. Ticket data can be used in Segment and can be used to trigger Alerts. But Tickets themselves cannot interact with Plays, Journeys, NPS Campaigns or ChurnScores (this is all done at the Account and/or Contact level).