Zendesk Integration

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 Professional and Advanced plans.

By connecting Zendesk to your Sprout account, support agents who work exclusively in Zendesk and team members who actively work within Sprout use bidirectional, internal communication to resolve issues.

Connecting Your Zendesk Account 

To connect a Zendesk account, you must be the Account Owner or have Manage Profiles and Permissions enabled in Sprout. Here are the steps to take:
  1. Navigate to Account & Settings > Settings > Integrations under Inbox. 
  2. Click Connect under Zendesk.
  3. Enter your Zendesk subdomain, and then click Go to Zendesk to connect via OAuth.

ZenDesk_recording.gif   

Note: You must be a Zendesk admin in order to integrate the Helpdesk.

 

Assigning & Managing Support Task Types 

After you connect your Zendesk account to Sprout, when you task a message and classify it as a Support Issue, it automatically creates a Helpdesk ticket.

 

Create_a_Helpdesk_Ticket.png

 

In Zendesk, support agents receive a notification, complete with any included task details.
Zendesk_Ticket_At-a-Glance.png

 

With bidirectional communication, support agents can stay within Zendesk to resolve tickets and the social team can continue to work within Sprout Social. Any internal notes made in the Helpdesk ticket appear in the Task Activity section within the task in Sprout.

 

Note: If the support agent clicks Submit as Solved, the ticket gets closed in Zendesk. The task in Sprout, however, doesn't get closed. 

 

If a member of the social team closes the task in Sprout, a prompt appears to also close the ticket in Zendesk.

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