Send data to Zendesk

Zendesk is a service-first CRM company that builds software designed to improve customer relationships by providing support, chat, and community services that span channels.

Amperity may be configured to create or update user records in Zendesk by using the Zendesk Users API to create or update users . Use this connector to deliver a better customer support experience by pre-populating Zendesk user records with customer records from Amperity, including:

  • Order history

  • Loyalty status

  • Satisfaction survey results

  • Shopping preferences

  • and more

Use this data to show customer support representatives information related to product recommendations, next best actions, and likelihood of churn.

Note

Creating or updating records are rate limited to a maximum of 100 users per second.

This topic describes the steps that are required to send customer data to Zendesk from Amperity:

  1. Get details

  2. Add destination

  3. Add data template

Get details

Zendesk requires the following configuration details:

  1. The Zendesk API token , which may be generated via the Zendesk user interface by an administrator with Token Access enabled.

  2. The email address of the administrator who created the API token.

  3. The subdomain of the Zendesk instance.

  4. A query that outputs fields that are mapped to data requirements for the Zendesk Users API.

Add destination

Configure Amperity to send data to Zendesk using the Zendesk Users API.

To add a destination

  1. From the Destinations tab, click Add Destination. This opens the Add Destination dialog box.

  2. Enter the name of the destination and a description. For example: “Zendesk” and “This sends customer data to Zendesk”.

  3. From the Plugin drop-down, select Zendesk.

  4. The “zendesk-api-token” credential type is selected automatically.

  5. From the Credential drop-down, select Create a new credential. This opens the Create New Credential dialog box.

  6. Enter a name for the credential along with the Zendesk User API token and the email address of the administrator who created the token. Click Save.

  7. Select Allow customers to use this destination.

  8. Select Allow orchestrations from users with limited PII access. (A user with limited PII access has been assigned the Restrict PII Access policy option.)

  9. Click Save.

Add data template

A data template defines how columns in Amperity data structures are sent to downstream workflows. A data template is part of the configuration for sending query and segment results from Amperity to an external location.

You have two options for setting up data templates for Zendesk:

  1. For use with campaigns

  2. For use with orchestrations

for campaigns

You can configure Amperity to send campaign results to Zendesk. These results are sent from the Campaigns tab. Results default to a list of email addresses, but you may configure a campaign to send additional attributes to Zendesk.

To add a data template for campaigns

  1. From the Destinations tab, open the menu for a destination that is configured for Zendesk, and then select Add data template.

    This opens the Add Data Template dialog box.

  2. Enter the name of the data template and a description. For example: “Zendesk audiences” and “Send audiences to Zendesk.”

  3. Enable the Allow customers to use this data template option, and then enable the Make available to campaigns option. This allows users to send campaign results from Amperity to Zendesk.

  4. Verify all template settings and make any required updates.

  5. Click Save.

for orchestrations

You can configure Amperity to send query results to Zendesk. These results are sent using an orchestration.

To add a data template for orchestrations

  1. From the Destinations tab, open the menu for a destination that is configured for Zendesk, and then select Add data template.

    This opens the Add Data Template dialog box.

  2. Enter the name of the data template and a description. For example: “Zendesk customer profiles” and “Send email addresses and customer profiles to Zendesk.”

  3. Under Webhook settings, add the Label Name. For example: “Zendesk”. The Webhook Settings should be set to empty curly braces: {}.

  4. Enable the Allow customers to use this data template option. This allows users to build queries, and then configure orchestrations that send results from Amperity to a configured destination.

  5. Optional. Enable the Allow orchestrations from customers with limited PII access option. This allows users who have been assigned the Restrict PII Access policy option to send results from Amperity.

  6. Verify all template settings and make any required updates.

  7. Click Save.