Zendesk Support puts all your customer support interactions in one place, so communication is seamless, personal, and efficient.

Using the Optimove-Zendesk integration, you can:

  1. Enrich your Optimove Single Customer View with Zendesk customer support data and use it to better understand your customers and how support interactions influence them.
  2. Trigger personalized campaigns following customer support interactions and react to changes in a customer’s status.
  3. Sync Optimove data into Zendesk to enable support team members to view customer attributes from Optimove’s Single Customer View, in realtime, as they provide support (coming soon).

Common Use Cases

To give you a better idea of how you can leverage the Optimove-Zendesk integration, here are some common use cases that can be addressed using Optimove’s Zendesk integration.

1. Pause all promotional emails to customers with open support tickets

Imagine that one of your customers is having difficulty completing an online purchase; the customer has opened a ticket with your support team and is waiting for a response. Meanwhile, this customer is also scheduled to receive a campaign announcing an online flash sale.

Because it is likely that receiving a marketing message before the purchase problem has been resolved will annoy the customer, this customer should not receive any promotional offers until the ticket is resolved.

Since Zendesk customer attributes are available in Optimove, you can temporarily exclude customers with open support tickets from receiving marketing campaigns.
To do so, add the relevant Zendesk attribute as an exclusion criterion to your campaign target groups.

2. Leverage Zendesk support data while exploring customers in Optimove

Once Zendesk data is available within Optimove, you will be have access to attributes such as “Number of tickets opened today” and “Number of tickets resolved today.”

Combining these customer attributes with others in Optimove’s Customer Explorer can help you discover new insights regarding customer behavior as it relates to support interactions.

These attributes can also reveal new insights into customer groups, such as the churn probability of customers with specific open ticket thresholds.

Leverage these insights to create tailored campaigns for customers before they reach the number of tickets that correlates with higher churn propensities.

3. Ask for a review one day after a customer ticket was successfully resolved.

While an open ticket can indicate a sensitive time for a customer, a resolved ticket might be a good time to get some positive customer feedback. If support is one of your strong suits, follow up on a resolved ticket with a review request and leverage customer satisfaction for social proof.
It is easy to automate this kind of campaign by creating a target group with the following customer attribute: Number of tickets resolved today > 0.

Setting Up the Integration

Prerequisite

In order for the integration to work, the customer identifier used in Optimove (e.g., email address, CID, external_id) must be included as an attribute in your Zendesk account. For example, if the customer identifier of your Optimove account is an email address, you need to first make sure that email addresses are available within Zendesk as well.

Step-by-Step Instructions

In order to use the Optimove-Zendesk integration, perform the following steps:

  1. Ask your CSM to provide you an HTTP endpoint.
  2. Set up the Integration in Zendesk:
    2.1 In Zendesk Support, click the Admin icon ( ) in the left sidebar.
    2.2 Select Settings > Extensions.
    2.3 Click the Targets tab.
    2.4 Click Add Target.
    2.5 Select HTTP Target.
    2.6 Enter the URL provided in step 1 and set the other fields as shown here:
    2.7 Click Submit.
    2.8 Navigate to the Triggers page.
    2.9 Click Add trigger.
    2.10 Define the following 2 triggers:
    - Ticket Creation:

    - Ticket Resolved:
    2.11 Click Add Action and chose the ‘Notify target’ option. Then choose the HTTP target you defined in step 2.6.
    Define the event JSON body by replacing the partitionKey value with the identifier that will be mapped to the Customer ID that appears in Optimove- Ticket Creation:
    Content Type: JSONBody:{"specversion":"1.0","id":"{{ticket.id}}","type":"ticket_opened","source":"zendesk.com",

    "data":"{

    \"id\":\"{{ticket.id}}\",

    \"title\": \"{{ticket.title}}\"

    }",

    "partitionKey":"{{ticket.requester.external_id}}"

    }

    - Ticket Resolved:

    Content Type: JSON

    Body:

    {

    "specversion":"1.0",

    "id":"{{ticket.id}}",

    "type":"ticket_resolved",

    "source":"zendesk.com",

    "data":"{

    \"id\":\"{{ticket.id}}\",

    \"title\": \"{{ticket.title}}\"

    }",

    "partitionKey":"{{ticket.requester.external_id}}"

    }

    Once the integration is complete, Zendesk events will begin streaming into Optimove. These events will be aggregated within Optimove’s Single Customer View.

Verify Proper Setup

In order to verify that the integration is working as expected, open a ticket with one of your internal users. You should see the resulting data in Optimove within a few minutes.