Who can use this feature?
- All roles with access level "high"
- Available on all plans
A Zendesk integration allows your teams to view customer Zendesk tickets from within Catalyst. Once connected, Catalyst teams can:
- View all tickets on an account and contact object-level default views (Zendesk Tickets) or layouts that contain segment modules (Zendesk Tickets object)
- Click into tickets to see details, including description, status, type, priority, and more.
- Comment on the activity stream on any ticket within Catalyst
- Use the Explore Data page to view all tickets for all accounts (Zendesk Tickets object)
Connect your Zendesk account
You must have administrator privileges to the Zendesk account used to authenticate with Catalyst.
- In Catalyst, navigate to Setting > Integrations.
- Click + Add next to the Zendesk integration.
- Enter your team’s Zendesk subdomain.
- Click Save and Apply.
This will redirect you to Zendesk to authorize the integration. You must be a Zendesk admin in order to authorize the integration. - When the integration is authorized, refresh your Catalyst instance to ensure Zendesk data is syncing to Catalyst (see more details).
Map Zendesk data fields to Catalyst
Optionally map additional Zendesk fields to Catalyst.
- Navigate to Settings > Object Configuration.
- Click on the Zendesk object.
- Click Create Ticket Field.
- Select a ticket field to sync to Catalyst from Zendesk.
How Zendesk ticket integration works
- Catalyst will sync with Zendesk and process data every 12 hours.
- During the initial sync, only historic Zendesk tickets updated within the past 90 days will be pulled into Catalyst. Depending on the amount of historical data, the initial sync may take some time to complete.
Ticket matching
When Catalyst receives a ticket (or comment), the system checks the email address of the Zendesk ticket requester and does the following:
- Looks up a contact in Catalyst with the same email address. If a match is found, the ticket is associated to the contact and the associated account record.
- If no contact match is found, the system looks up an account in Catalyst with the Website/Additional domain field that matches the domain name of the ticket requester's email. If a match is found the ticket is associated to the account record.
- If no matches are found among contacts or account record, the ticket is not synced to Catalyst.