Configure destination for Zendesk

Note

This topic contains information about configuring a destination that sends query results to Zendesk using orchestrations. To configure a destination that sends audiences to Zendesk using campaigns see this topic .

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.

Get details

Review the following details before configuring credentials for Zendesk and before configuring Amperity to send email lists to Zendesk.

	Credential settings API token Required Required. Your brand’s Zedesk API token. Email address Required Required. The email address for the Zendesk API user.
	Required configuration settings Subdomain Required Required. The subdomain for your brand’s Zendesk account. For example: “socktown” is the subdomain for “socktown.zendesk.com”.
	Required fields for Zendesk Be sure to send all fields from Amperity that will be required by Zendesk. Important Fields must exist in Zendesk and should follow a “user_fields.[field_name]” naming pattern, where “field_name” is the name of the field that is sent to Zendesk from Amperity. The name, email or external_id fields must be included. Values for states should be 2 uppercase letters only. Phone numbers should start with “+1” and contain only digits. Floating point numbers must be in DECIMAL(10,2) format. 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.

Configure credentials

Configure credentials for Zendesk before adding a destination.

An individual with access to Zendesk should use SnapPass to securely share “email address” and “API token” details with the individual who will configure Amperity.

To configure credentials for Zendesk

	From the Settings page, select the Credentials tab, and then click the Add credential button.
	In the Credentials settings dialog box, do the following: From the Plugin dropdown, select Zendesk. Assign the credential a name and description that ensures other users of Amperity can recognize when to use this destination.
	The settings that are available for a credential are determined by the credential type. For the “zendesk” credential type, configure settings, and then click Save. API token Required Required. Your brand’s Zedesk API token. Email address Required Required. The email address for the Zendesk API user.

Add destination

Use a sandbox to configure a destination for Zendesk. Before promoting your changes, send a test audience, and then verify the the results in Zendesk. After the end-to-end workflow has been verified, push the destination from the sandbox to production.

To add a destination for Zendesk

	Open the Destinations page, and then click the Add destination button. To configure a destination for Zendesk, do one of the following: Click the row in which Zendesk is located. Destinations are listed alphabetically and you can scroll up and down the list. Search for Zendesk. Start typing “zen”. The list will filter to show only matching destinations. Select “Zendesk”.
	Select the credential for Zendesk from the Credential dropdown, and then click Continue. Tip Click the “Test connection” link on the “Configure destination” page to verify that Amperity can connect to Zendesk.
	In the “Destination settings” dialog box, assign the destination a name and description that ensures other users of Amperity can recognize when to use this destination. Configure business user access By default a destination is available to all users who have permission to view personally identifiable information (PII). Enable the Admin only checkbox to restrict access to only users assigned to the Datagrid Operator and Datagrid Administrator policies. Enable the PII setting checkbox to allow users with limited access to PII access to this destination. 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.
	Configure the following settings, and then click “Save”. Subdomain Required Required. The subdomain for your brand’s Zendesk account. For example: “socktown” is the subdomain for “socktown.zendesk.com”.
	After this destination is configured: Use orchestrations to send query results Use orchestrations and campaigns to send audiences Use orchestrations and campaigns to send offline events

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

	You may receive a notifications error for a configured Zendesk destination. This appears as an alert in the notifications pane on the Destinations tab. 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.
	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.
	A list of individual workflow actions are shown. Review the list to identify which action you should take. 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. Amperity provides a series of workflow actions that can help resolve specific issues that may arise with Zendesk, including: Authorization error Invalid credentials
	Select a workflow action from the list of actions, and then review the steps for resolving that error. After you have completed the steps in the workflow action, click Continue to rerun 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 this workflow.

Invalid credentials

The credentials that are defined in Amperity are invalid.

To resolve this error, verify that the credentials required by this workflow are valid.

1. Open the Credentials page.

2. Review the details for the credentials used with this workflow. Update the credentials for Zendesk if required.

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