Zendesk

Introduction

Zendesk Support Suite offers businesses the ability to have natural conversations with their customers through omnichannel support using email, webchat, voice, or social messaging apps. Zendesk offers a streamlined ticketing system that values tracking and prioritizing interactions, allowing businesses to have a unified historical view of their customers.

MoEngage <> Zendesk 

The MoEngage and Zendesk server-to-server integration allows you to utilize MoEngage connector campaigns to automate the creation of support tickets in Zendesk as a result of message engagement in MoEngage flows/campaigns.

For example, after successfully implementing and testing an integration, MoEngage can create a support ticket from a user answering negatively to a feedback question such as “Enjoying our App?”, allowing your support team to follow up with the customer.

Integration

 

PREREQUISITES

  • Ensure you have a admin access to your Zendesk account.
  • Ensure you have your Zendesk API token.
  • A common identifier between MoEngage and Zendesk. This is recommended to map your users across two platforms. 

Step 1: Create a connector campaign on MoEngage 

To create a connector campaign on MoEngage, 

1. Navigate to Create Campaign >> Connectors >> Custom and choose delivery type most suitable to your needs Screenshot_2022-02-21_at_10.48.46_PM.png

2. On step 2 of the campaign 

  • Select method as POST
  • Add Webhook URL as : <your-zendesk-instance>.zendesk.com/api/v2/tickets.json
  • In Headers, add
    • Authorization:
      Basic {{ '<email_address>/token:<api_token>' | base64_encode }}
    • Content-Type: application/jsonScreenshot_2022-06-30_at_7.28.12_AM.png
  • In Body, you need to define the ticket details like type, subject, and status. Ticket details are extensible and can be customized based on the Zendesk ticket API . Use the following example to help structure your payload and enter your desired fields. 
{
"ticket": {
"requester_id": "{{UserAttribute['ID']}}",
"requester": {
"name": "{{UserAttribute['Name']}}",
"email": "{{UserAttribute['email']}}",
"phone": "{{UserAttribute['mobile number]}}"
},
"type": "<ticket type>",
"subject": "<subject line>",
"comment": {
"body": "<your message body>"
},
"priority": "urgent",
"status": "<ticket status>"
}
}

Step 2: Preview your request 

3. At this point, your campaign should be ready to test and send. You can also test your connector configuration using the Test functionality available on Step 2 of Create Connector Campaign. Screen_Shot_2022-02-22_at_11.12.42_AM.png

You can also check your zendesk. If the ticket is successfully created, your set-up is good to go. You can go ahead and Publish the campaign.

Common identifier

If you have a common identifier between MoEngage and Zendesk, it is recommended to utilize this as the requester_id, this will help unify the two sets of users.

Alternatively, if this is not the case, we recommend passing a set of identifying attributes such as name, email address, phone number, or others.

 

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