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Gainsight Inc.

Zendesk: Enable the Integration

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

Not sure what your team is using? Click here.

 

Overview

Zendesk integration allows you to integrate Zendesk with Gainsight, including syncing Zendesk tickets with Gainsight CS. The integration also allows you to generate strategic reports on Zendesk tickets from Gainsight CS. In addition, you can view the Customer 360 page in Zendesk. Our two-way integration provides information and collaboration tools to Customer Support and Customer Success, so they can deliver the best customer experience.

Benefits of the integration include:      

  • Delivering superior support by understanding the customer through a Gainsight widget in Zendesk
.
  • Seeing the full picture of Customer Success with Zendesk data in Gainsight.

  • Coordinating across Customer Success and Support Teams by creating and linking CTAs to Zendesk tickets from both apps.

IMPORTANT:

  • All of the existing Custom fields, Assignee name, and Assignee email ID fields will be synced to the Zendesk Tickets collection. Admins do not have control over which custom fields are synced at this time.
  • There is a per month cost to access both the Gainsight widget in Zendesk and the data sync into Gainsight. You will need to purchase licenses from Gainsight for your support staff in Zendesk. If you are interested in this integration, please contact your account manager for more information.

To use the Zendesk and Gainsight Integration, you must perform the following steps:

  1. Install the Gainsight app on Zendesk from Zendesk Marketplace.
  2. Integrate Zendesk with Gainsight.
  3. Sync Zendesk tickets with Gainsight.
  4. Map Zendesk Organization Tickets to an appropriate Gainsight company.
  5. Optionally, map Zendesk tickets to CTAs.
  6. Generate reports.

Additional Resource:

Gainsight Admin and Zendesk Admin Involvement

Your Gainsight Admin initializes the sync, but a Zendesk Admin must enter the Zendesk credentials to complete the process.

Integrate Zendesk with Gainsight 

Prerequisite: Before you integrate Zendesk with Gainsight CS, install the Gainsight app on Zendesk from Marketplace. For more information, refer to the Zendesk documentation Using the Zendesk Marketplace.

To integrate Zendesk with Gainsight:

  1. Navigate to Administration > Connectors > ZENDESK CONNECTOR.

Zendesk COnnector 1.png

  1. Enter your subdomain for Authorization. For example, gainsight; then click Authorize. A new page opens up that asks for Zendesk subdomain credentials.

    Note: When syncing Zendesk tickets, ensure that you are an Admin and not an Agent or an End-User. Otherwise, Zendesk ticket sync will not work as expected.

SIgn in Page.png

  1. On the Zendesk subdomain authentication page, have your Zendesk Admin enter Email and Password. 

  2. Click Sign in.

  3. After Sign in, click Allow to grant permission to the Gainsight app to access your Zendesk account. Once the authorization is successful, a message appears. The Gainsight app now gets integrated with Zendesk.

Allow.png

Info: Apart from mapping organizations and Zendesk tickets to Gainsight, this permission also allows you to create and link CTAs from Zendesk.

Sync Zendesk Tickets with Gainsight 

After you have integrated Zendesk with Gainsight, you are now ready to sync Zendesk tickets with Gainsight.

Note: While syncing Zendesk tickets, ensure that you are an Admin and not an Agent or an End-User. Otherwise, Zendesk ticket sync does not work as expected.

  1. Navigate to Administration > Connectors > ZENDESK CONNECTOR

  2. Click ENABLE SYNC.

Authorize.png

  1. Enter following details for the scheduling of ticket syncing:

  • Sync tickets and related data from: Select an appropriate date, for example, 12/8/2019. This is the starting date from when you would like your Zendesk data to be synced with Gainsight.
  • Sync every day at: Select the appropriate time (in HH/MM).

Note: The selected time is in the UTC time zone.

Enable Sync.png

  1. Click ENABLE SYNC. The scheduler is created and Zendesk data starts synchronizing with Gainsight.
    Note: The syncing process starts at the specified time. You do not receive any notification on completion of sync.

You can disable Zendesk tickets sync anytime by clicking the Enable Zendesk Widget toggle as shown below.

Enable Zendesk Widget.png

If you Revoke the Zendesk access, the following dialog box appears:

Confirm MSG.png

CAUTION:  If you click REVOKE, all data loaded into your tickets through the Zendesk connector, is lost (and not just the mappings). You cannot recover this data. 

Map Zendesk Organization Tickets to Company 

After you have integrated and synced Zendesk tickets with Gainsight, you must now map Zendesk organization tickets to an appropriate Gainsight Company as shown below:

  1. Login to your Zendesk account and go to the page where all of your tickets are listed.

  2. Click a ticket and go to Gainsight App on the right hand side pane.

Map Zen1.png

Info: The Gainsight app offers Company name suggestions based on the Organization name in Zendesk, the customer email domain from which the ticket is raised, and the email ID in contacts.

  1. Enter the company name in the text box and select the appropriate name that appears.

Map Zen COnfirm.png

  1. Click YES. The ticket is linked to the selected Company. In addition, all of the tickets under the selected Zendesk organization are automatically linked to the entered Company. For example, if your organization name in Zendesk is Abbet and you have mapped a ticket from this organization with an appropriate Company in Gainsight, all tickets under Abbet are automatically linked to the entered Company.

Generate Reports

You can generate meaningful reports, such as the number of open and closed tickets, or number of tickets by priority and type, and add these reports to a Customer 360 section.

Report Examples

The following is a report on all closed Zendesk tickets:

Report 1.png

The following is a report on all open Zendesk tickets:

Report 2.png

The following is a report on Zendesk tickets by priority and type:

Report 3.png

Limitations 

  • If you have piloted the Zendesk connector in a Gainsight NXT Sandbox environment, you must revoke Zendesk access before integrating Zendesk with your production Gainsight NXT org.

  • If you delete a company record in Gainsight, you must go to appropriate Zendesk ticket > Gainsight App menu > Organization Mapping and then click Unlink account. Company that was deleted from Gainsight gets unlinked. You can then map that ticket to another appropriate company.

Notes

  • Zendesk Organizations can be mapped to Gainsight customers automatically. Gainsight provides support for bulk mapping. For more information about how to accelerate and automate the process of mapping Zendesk Organizations to Accounts, see the Bulk Mapping of Zendesk Organizations to Accounts article.

  • After integration, if you are unable to find the Gainsight app, on your Zendesk ticket screen, click on the Apps button.

Apps.png

  • When you turn on the Zendesk connector, a browser-pop up blocker may prevent the Sign-in page from loading.

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