Gainsight App Menu in Zendesk

Overview

The Gainsight widget in Zendesk helps you visualize a Company’s summary, attributes, usage data, call to action, and organizational mapping. On the right hand side pane of your Zendesk org, click the menu icon to populate the Gainsight widget.

Note: For more information on how to install Gainsight App menu in Zendesk, refer to this Zendesk article.

In all the menu tabs, except Organization Mapping, if you click the company name, a new tab displaying the Customer 360 appears.

IMPORTANT: Layouts of the following sections are derived from the Default Layout in the C360 Layout configurations. For more information on C360 Layout configurations refer to Configure the Customer360 Sections article.

Following are the sections available in the Gainsight widget. You can perform different actions in these sections as explained.

Notes:

• The default 'App' pane size does not support the Latest/Recent Timeline Activities, Health Score with History, Customer Journey and Reports widgets however with Zendesk Agent Workspace enabled in Zendesk resizing of the Apps pane would be possible and these widgets would be available while expanding the pane.
• The support for the new 360 in Zendesk will be available automatically when the new 360 is enabled by the admins.

Summary

This Gainsight widget provides a summary of a company similar to Customer 360. For more information on C360 Summary section, refer to C360 Summary Section article.

Company Attributes

This Gainsight widget displays the attributes of a company. This section displays the top 10 attributes from the Attributes section configuration in the C360 Default Layout.

Usage 

This Gainsight widget helps you visualize the various measures that you have defined for a company. The project that appears in this section is defined from Adoption Explorer by your Gainsight Admin.

Calls to Action 

This Gainsight widget helps you access the calls to action associated with a Zendesk ticket. For more information on different actions that you can perform in this section, refer the Map Zendesk Tickets to CTAs section in this article.

Organization Mapping

If you have mapped an organization incorrectly, you can click Unlink account from the Gainsight widget to unlink the existing Company and select the appropriate one as shown below. For more information on mapping refer to Map Zendesk Organization Tickets to Company article.

Map Zendesk Tickets to CTAs 

Once the Zendesk tickets are linked to a Company, you can now link Zendesk tickets to one or more CTAs.

To map Zendesk tickets to CTAs:

1. Login to Zendesk and go to the Gainsight widget in the right hand side pane.
2. Click the Gainsight widget and select Call to Action.

3. Perform one of the following actions:

   1. Click Link to an existing CTA to link the Zendesk ticket to an existing Call to Action (CTA) in Gainsight. Enter the CTA name in the textbox and then select the appropriate CTA from the list.

The linked CTA then appears as shown in the following image. You can unlink the CTA using the Unlink button.

2. Click Create new CTA to link the Zendesk ticket to a new CTA, which you can create from Zendesk. Enter appropriate values in the required fields and click SAVE. For more information on how to fill the details refer to Create Manual Call to Action (CTAs) and Tasks article.

Notes: 

• You can only link to Risk type CTAs.
• When you map a CTA or create a new one, the Zendesk ticket ID is automatically populated in the Comments section and is linked to the appropriate Zendesk ticket. This comment gets prepended to the existing comments, if any. In addition, these details are removed from the Comments section when you unlink a CTA.
• You can use the View in Gainsight link to view the CTA in Gainsight.

• Once a CTA is created, you cannot delete it. However, you can only unlink a CTA to a Zendesk ticket.
• A CTA can have multiple Zendesk tickets associated with it. All of these tickets are displayed in the Comments section.