With this integration, it is possible to link Zendesk Support to your MailBlue account. This allows contacts (and their associated ticket information) to be synchronised with MailBlue when a ticket event occurs.
Please note: it involves a 'oneway-sync' from Zendesk Support to MailBlue. The integration is possible for all types of subscriptions (Lite, Plus, and Professional).
What does the integration entail?
After setting up the integration, the ticket data and the ticket requester will be synchronised with MailBlue. The synchronisation takes place when a new ticket is created or updated.
In addition, you will see two new Zendesk Support-related start triggers. Finally, you can also personalise automation emails with all ticket information.
What can you expect from the integration?
When the data from Zendesk is synchronised, a contact profile of the ticket requester will be created in the MailBlue account (provided this contact profile does not already exist in your account, of course).
The contact profile contains a Zendesk Ticket object. This object will display all tickets for this contact from that moment on. Each ticket in this object has the fields:
- Status
- Ticket ID
- Priority
- Type
- Updated at xx:xx
Please note: the information displayed in these fields is for informational purposes only. It is not possible to edit these fields in the MailBlue account.
Tags
When contacts are synchronised from Zendesk Support to the MailBlue account, the following tag will appear in the contact profile: Zendesk-support-integration
Start Triggers
With this integration, you can use two optional start triggers in a MailBlue automation. You will find these two start triggers under 'Apps' in the menu with all possible start triggers:
- Zendesk Support Ticket created. Ticket requesters are added to the automation when a new Zendesk ticket is created.
- Zendesk Ticket updated. Ticket requesters are added to the automation when a synchronised Zendesk ticket is updated.
There are some limitations to consider when using these two start triggers:
- You can only use one start trigger. This applies if you are using a custom object. The ticket information that is synchronised is considered a custom object from Zendesk Support.
- You can only use one filter with the start trigger. This only applies if you are using a custom object. The fields and values can be segmented; these fields come from the Zendesk ticket.
You can use the Zendesk ticket fields in an 'If/Else' step in an automation. It is not possible to use field data from the Zendesk ticket when using/making:
- List segments
- Advanced search
- Conditional content
- Scores for a contact or deal
- Goal actions in an automation
- Conditional wait step in an automation
- Conditional split in an automation
Personalising emails
After the integration with Zendesk Support is made, you can use the fields of the custom ticket object to personalise an email in an automation. You can find these personalisation tags under the heading 'Personalise'.
List of Zendesk Support fields
- Zendesk Support Ticket: Status
- Zendesk Support Ticket: Ticket ID
- Zendesk Support Ticket: Priority
- Zendesk Support Ticket: Type
- Zendesk Support Ticket: Last updated
- Zendesk Support Ticket: Agent
- Zendesk Support Ticket: Brand ID
- Zendesk Support Ticket: Created at
- Zendesk Support Ticket: Ticket description
- Zendesk Support Ticket: Due at
- Zendesk Support Ticket: External ID
- Zendesk Support Ticket: Subject
- Zendesk Support Ticket: Group ID
- Zendesk Support Ticket: Organization ID
- Zendesk Support Ticket: Problem ID
- Zendesk Support Ticket: Subject
- Zendesk Support Ticket: Recipient
- Zendesk Support Ticket: Requester
- Zendesk Support Ticket: Ticket subject
- Zendesk Support Ticket: Requester ID
- Zendesk Support Ticket: Ticket form ID
- Zendesk Support Ticket: URL
Please note: the above fields are not available for use in one-on-one emails or standalone campaigns. These are fields that you can only use for your automation emails.
Integration with Zendesk Support
This integration links the object fields from Zendesk Support to custom fields in the MailBlue account. Make sure you have created all custom fields in the MailBlue account before following the steps below!
1) Click on 'Apps' in the MailBlue account
2) Type 'Zendesk Support' in the search bar and then click on the 'Zendesk Support' option
3) The Zendesk Support page will load
4) Click on the 'Add an account' button
5) A new window will open:
- Type or paste the subdomain of the Zendesk Support account in the designated field
- Click on the 'Connect' button
6) If you are logged into the Zendesk Support account, the configuration will redirect you to an authorisation page. Click on the 'Accept' button to proceed
7) If you are logged out of the Zendesk Support account, the configuration will prompt you to log in and then authorise the connection
8) The new window will display 'Viewing Events'. This step is for informational purposes only. It shows that the MailBlue account receives data from a Zendesk ticket when a ticket is created or updated. Click on the 'Continue' button
9) The next window will show the 'Zendesk Support Object' step. This step is also for informational purposes only. It shows that a Zendesk Support ticket object is created and all fields for that object are filled in. Click on the 'Continue' button
10) The final step is 'Field Mapping'. Use the dropdown lists to assign the Zendesk fields to MailBlue fields. You can match as many or as few fields as you like. When you are ready, click on the 'Finish' button
The Zendesk Support apps page will now appear, showing the connected Zendesk Support account.