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 audience data to Zendesk from Amperity:

  1. Get details

  2. Add destination

  3. Add data template

How this destination works

Amperity can send audience data to update user records in Zendesk. The audience data is uploaded to Zendesk using the Zendesk Users API.

Send contact data from Amperity to Zendesk.

A Zendesk destination works like this:

Step one.

Use a query to build a list of customers to be updated in Zendesk.

Step two.

Configure Amperity to send audience data to Zendesk.

Step three.

Send a test from Amperity.

Important

Be sure to send all fields from Amperity that will be required by Zendesk.

From within Zendesk verify that audience data has been loaded and is usable by all of the use cases you want to use within Zendesk to build better customer experiences.

Get details

The Zendesk destination requires the following configuration details:

Detail one.

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

Detail two.

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

Detail three.

The subdomain of the Zendesk instance.

Detail four.

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

Add destination

Zendesk is a destination that may be configured directly from Amperity. The following steps describe how to configure Amperity to send data to Zendesk using the Zendesk Users API.

To add a destination

Step 1.

Open the Destinations tab to configure a destination for Zendesk.

Click the Add Destination button to open the Destination dialog box.

Name, description, choose plugin.

Enter a name for this destination and provide a description. For example: “Zendesk” and “This sends customer data to Zendesk”.

From the Plugin drop-down, start typing “zendesk” to filter the list, and then select Zendesk.

Step 2.

Credentials allow Amperity to connect to Zendesk.

The credential type is set automatically to zendesk-api-token. You may use an existing credential or you may add a new one.

Choose an existing credential or add credential.

Select an existing credential from the Credential drop-down.

– or –

Select Create a new credential from the Credential drop-down. This opens the Credential dialog box.

Choose an existing credential or add credential.

Enter the name for the credential, and then add a description. After the credential is saved you will need to provide additional settings for this destination.

Zendesk has the following settings:

  • Credential name

  • Zendesk User API token

  • Email address of the administrator who created the token

When finished, click Save.

Step 3.

Each destination has settings that define how Amperity will deliver data to Zendesk. These settings are listed under the Settings section of the Destination dialog box:

Settings for Zendesk

The following settings are specific to Zendesk:

Setting

Description

Subdomain

The subdomain is part of your Zendesk URL. For example: “acme” is the subdomain for acme.zendesk.com.

Step 4.

Business users are assigned to the Amp360 User and/or AmpIQ User policies. (Amp360 User allows access to queries and orchestrations and AmpIQ User allows access to segments and campaigns.) A business user cannot select a destination that is not visible to them.

Business users – including users assigned to the DataGrid Operator policy – may have restricted access to PII.

What is restricted access to PII?

Restricted PII access is enabled when the Restrict PII Access policy option that prevents users who are assigned to that option from viewing data that is marked as PII anywhere in Amperity and from sending that data to any downstream workflow.

You can make this destination visible to orchestrations and allow users with restricted access to PII to use this destination by enabling one (or both) of the following options:

Allow business users access to this destination.

Note

To allow business users to use this destination with campaigns, you must enable the Make available to campaigns option within the data template. This allows users to send campaign results from Amperity to Zendesk.

The other two settings may be configured within the data template instead of the destination.

Step 6.

Review all settings, and then click Save.

Save the destination.

Important

You must configure a data template for this destination before you can send data to Zendesk.

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.

To add a data template

Step 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 Data Template dialog box.

Name and description of data template.

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

Step 2.

Verify business user access to queries and orchestrations and access to segments and campaigns.

A business user may also have restricted access to PII, which prevents them from viewing and sending customer profile data.

Allow access to orchestrations and campaigns and to send customer profile data.

If business user access was not configured as part of the destination, you may configure access from the data template.

Important

To allow business users to use this destination with campaigns, you must enable the Make available to campaigns option. This allows users to send campaign results from Amperity to Zendesk.

If you enable this option, the data extension settings (in step 4) require using campaign name and group name template variables to associate the name of the data extension to your campaign.

Step 5.

Review all settings, and then click Save.

Save the data template.

After you have saved the data template, and depending on how you configured it, business users can send orchestrations and/or send campaigns to update audiences in Zendesk.

Workflow actions

A workflow will occasionally show an error that describes what prevented a workflow from completing successfully. These first appear as alerts in the notifications pane. The alert describes the error, and then links to the Workflows tab.

Open the Workflows tab to review a list of workflow actions, choose an action to resolve the workflow error, and then follow the steps that are shown.

Step one.

You may receive a notifications error for a configured Zendesk destination. This appears as an alert in the notifications pane on the Destinations tab.

Review a notifications error.

If you receive a notification error, review the details, and then click the View Workflow link to open this notification error in the Workflows page.

Step two.

On the Workflows page, review the individual steps to determine which step(s) have errors that require your attention, and then click Show Resolutions to review the list of workflow actions that were generated for this error.

The workflow tab, showing a workflow with errors.
Step three.

A list of individual workflow actions are shown. Review the list to identify which action you should take.

Choose a workflow action from the list of actions.

Some workflow actions are common across workflows and will often be available, such as retrying a specific task within a workflow or restarting a workflow. These types of actions can often resolve an error.

In certain cases, actions are specific and are shown when certain conditions exist in your tenant. These types of actions typically must be resolved and may require steps that must be done upstream or downstream from your Amperity workflow.

For example, the Zendesk Users API will return a 403 response when Amperity is unable to authenticate to Zendesk.

Step four.

Select a workflow action from the list of actions, and then review the steps for resolving that error.

Choose a workflow action from the list of actions.

After you have completed the steps in the workflow action, click Continue to re-run the workflow.

Authorization error

A 403 response means that Amperity is not able to access the Zendesk Users API. When a 403 response is received from Zendesk, a workflow action named “Authorization Error” is generated.

Amperity uses two configuration settings – the Zendesk User API token and the email address of the administrator who created the token – to build a credentials string that is added to the request authorization header. The format for the credentials string is:

{email_address}/token:{api_token}

A 403 response from Zendesk indicates that the credentials string does not have the correct information. This could be for a number of reasons, including:

  • The wrong values for email address or API token are configured in Amperity.

  • The API token was deleted in Zendesk.

  • The email address for the user who generated the API token is no longer a valid email address within Zendesk or is not associated with a user who has permission to access the Zendesk Users API.

To resolve this error, you must provide a combination of email address and Zendesk API token that allows Amperity access to Zendesk.

  1. Open the Amperity Credentials page in a new tab.

  2. Verify that the individual who authorized access to Zendesk has the correct permissions to allow Amperity to access Zendesk.

  3. Update the values that build the credentials string as necessary.

    Tip

    You may need to generate a new API token in Zendesk, and then reconfigure Amperity with the updated API token string and the email address for the user that generated the newly-generated API token.

  4. Return to the workflow action, and then click Resolve to retry.