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Integrating Zendesk 2.0 with CustomerSuccessBox

Overview

CustomerSuccessBox supports integration with Zendesk to pull in conversations and associated metrics. In this article, we list out the steps and requirements to integrate Zendesk with CustomerSuccessBox. 

Why should I integrate with Zendesk?

Integrating Zendesk with CustomerSuccessBox enables you to 

  • View support conversations raised by each customer in one single place
  • View Service metrics
  • Configure Risk Alerts on Overdue Tickets, Total Tickets Raised, Critical Tickets
  • Set up  Service Health
  • Segment Accounts on Overdue Tickets, Total Tickets Raised, Critical Tickets

Configuring Zendesk Integration with CustomerSuccessBox

With our latest improvement to the Zendesk integration in CSB, you can now get your support Tickets synced in three different ways:

  1. Mapping Tickets via Users' Email Addresses
  2. Mapping Tickets via unique Account IDs
  3. Mapping Tickets via Account Domain (Available only if Domain has been used as a unique identifier)

How can I map Tickets using Users' email IDs?

Follow the steps below to use email IDs as the unique identifier:

  1. Authorise integration with Zendesk on CustomerSuccessBox. Refer to this article for the steps.
  2. Under the Configuration section, select the option "Mapping Tickets via Users' Email Addresses" then click on Next.


  3. Once you click Next, you would land onto the Field Mapping page. The relevant fields from Zendesk has already been mapped to the standard fields on CustomerSuccessBox. The system will not allow you to make any changes here.


  4. Click on Review to go to the final mapping review page before you enable the integration


  5. Click on Save and that's it! You have now successfully integrated Zendesk with CustomerSuccessBox.
Note: Click here to check the Pre-Requisites for using User Email IDs to map support tickets from Zendesk.

How can I map tickets at an Account Level?

  1. Authorise integration with Zendesk on CustomerSuccessBox. Refer to this article for the steps.
  2. Under the Configuration section, select the option "Mapping Tickets at Account Level"


  3. Next, we need to map the unique account IDs to the relevant field in Zendesk. In this section select one of the two options below, based on your use-case:
    • By mapping domain names: Use this option when you have enabled using customer domain as an account ID.

      Note: Domain as an account ID is an option where you can choose to extract the customer domain from Users' email ID and use that as a unique identifier to map all data on CSB.

    • By mapping attributes where you've saved account IDs: Select this option when you have your unique account IDs mapped to each support ticket on Zendesk. This will allow CSB to use that as the identifier while tying tickets back to accounts on CSB. Click Next once you have selected the right options.

      Note: Choose the Zendesk field containing the unique Account ID. The selected field's value will  not only be used to map data but will also be required as unique Account ID across systems for other integrations in CustomerSuccessBox. To learn more, refer to the support article on Unique Account IDs


      Notes: You can also get user created from Zendesk tickets. In case a ticket is raised by a user not already a part of CSB, you can check the box "Create User" while configuring integration with Zendesk
  4. Once you click Next, you would land onto the Field Mapping page. The relevant fields from Zendesk has already been mapped to the standard fields on CustomerSuccessBox. The system will not allow you to make any changes here.


  5. Click on Review to go to the final mapping review page before you enable the integration


  6. Click on Save and that's it! You have now successfully integrated Zendesk with CustomerSuccessBox.

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use Chat (under ? icon) on the top right navigation bar.
  2. Create a conversation from here
  3. Send an email to support@customersuccessbox.com
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  1. Bhuvan Gaur

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