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Gainsight PX Zendesk Integration

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This article explains how to integrate Gainsight PX with Zendesk.

Overview

The Zendesk/Gainsight PX application is available for install on the Zendesk Marketplace. The application is available for all Zendesk users, but only those with Gainsight PX accounts and the required API Key gain access.

Note: This application validates the Gainsight PX user.email with email that you used when filing the Zendesk ticket. This email value is used to collect user details and activity in Gainsight PX.

Install Gainsight PX in Zendesk

To install the Gainsight PX application in Zendesk:

  1. Create an API key in Gainsight PX
  2. Install the Gainsight PX app in Zendesk 
  3. Configure the Gainsight PX app in Zendesk

Create an API key in Gainsight PX

Create an API key in Gainsight PX to allow Zendesk to securely access PX data.

To create a REST API Key: 

  1. Navigate to Administration > INTEGRATIONS >  REST API.
  2. Click New API Key.
  3. Create a name for the key by modifying the existing name. 
  4. Select the required checkboxes under the  Permissions section. We recommend granting only User and Account read access, as this is the only data required by the Zendesk Marketplace app.
  5. Click Generate. Once the Key is generated, store it securely as the key is never displayed again.

api key.jpg

Install the Gainsight PX App in Zendesk

Install the Gainsight PX app from the Zendesk Marketplace.

To install: 

  1. From the left pane, navigate to Admin (Gear icon) > Marketplace:
  2. Use the search field to find the Gainsight PX application. 

    zndesk marketplace.jpg
     
  3. Click the Gainsight PX icon to view details of the application. 

    install app.jpg
     
  4. Click Install and select the Zendesk account to install the application.

    select account.png
     
  5. Click Next. 

Configure the Gainsight PX app in Zendesk

Set up the required configuration details to complete the setup and enable the integration.

To configure: 

  1. In the INSTALLATION section, enter the following details: 
    1. Enter a Title for the app
    2. In the API Key field, enter the API key newly created in Gainsight PX. 
    3. In the Region field, enter your PX data center (US, EU, or US2). You can find your data center in your PX application URL. For example, in https://app-us2.aptrinsic.com, the data center is US2.

      zendesk configuration.png

Test the Integration

To test the install, view a Zendesk ticket for a user that has been identified on the application where the Gainsight PX tag is running. The user's email address in Zendesk will be used to pull Gainsight PX data for that user and display it in the right-hand side of the Zendesk screen.

You can view all your activities performed while submitting a ticket under User Activity tab.

px-zendesk-activity.png

Knowledge Base Integration

When PX is configured with Zendesk, you can view, add, and search all the articles available in Zendesk through Knowledge Center Bot. For more information on how to configure this, refer to the Zendesk Knowledge Base Integration article.

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