Zendesk is a customer service platform designed for companies to create customer relationships that are more meaningful, personal and productive.
Integration with Zendesk is available on Corporate and Enterprise plans.
By connecting Zendesk to your Sprout Social account, support agents who work exclusively in Zendesk and team members who actively work within Sprout Social use bidirectional, internal communication to resolve issues.
Connecting Your Zendesk Account
To connect a Zendesk account, click on the gear icon in the upper right corner > Helpdesk Integration. Only Account Owners can access this screen.
Once there, click Connect under Zendesk.
From there, you need to enter three pieces of information:
- Your Zendesk URL.
- The email address you use to log into Zendesk.
- The password associated with your Zendesk login.
Note: You must be a Zendesk admin in order to integrate the Helpdesk.
Assigning & Managing Support Task Types
Now, when you task a message and classify it as a Support Issue, it creates a Helpdesk ticket.
In Zendesk, support agents will receive a notification, complete with any included task details.
With bidirectional communication, support agents may stay within Zendesk to resolve tickets and the social team may continue to work within Sprout Social.
Any internal notes made in the Helpdesk ticket will reflect in the Task Activity section within the task in Sprout Social.
Note: Should the support agent click Submit as Solved on the bottom right, the ticket will be closed in Zendesk. The task, however, does not get closed in Sprout Social.
If a member of the social team closes the task in Sprout Social, a prompt will display to optionally close the ticket in Zendesk.