Setting up a Zendesk integration – Ometria Help Centre

Integrate with Zendesk for service to sync your customer support tickets and satisfaction data with your Ometria contact records.

Once set up, data from your open Zendesk tickets automatically updates in Ometria, allowing you to offer bespoke experiences to customers and trigger automation campaigns when a ticket is closed.

You can also see Ometria contact data in your Zendesk account, so your customer service agents can easily identify high-value customers.

Note: Zendesk sandbox accounts have limitations which might affect your integration, including inconsistent API functionality. Please refer to Zendesk's documentation.

Before you begin

To get started with Zendesk, contact your Customer Success Representative to discuss commercials and enablement.

You'll also need a Zendesk for service account.

Once that's set up, go to the Zendesk marketplace and install the Ometria for Zendesk application:

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Finally, create a new API key in Ometria.

Only users with administrator account permissions can access the API keys tab.

Setting up your integration with Zendesk

In Ometria, go to Settings > Connections > Add new connection.

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Select the Zendesk tickets tile:

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In the Zendesk authentication screen, select the dropdown and click Add new account:

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Complete the fields in the Create a new authentication pop-up:

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Field

Description

Your authentication name

This field auto-completes, but you can change it if you like.

Zendesk subdomain

Enter your Zendesk subdomain.

You can find this in your Zendesk URL, e.g. https://yoursubdomain.zendesk.com

Note: You only need to enter the subdomain, not the full URL.

Note: If you experience an error rather than the authentication screen, please close all browser windows and tabs and try again.

Select Create.

If prompted to log into Zendesk, you must use an admin account login.

Once this authentication is complete, select Next to get to the Ometria authentication screen.

Select the dropdown and click Add new account, then complete the fields in the Create a new authentication popup:

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Field	Description
Your authentication name	This field auto-completes.
API key	Enter your API key generated in Ometria.

Select Create, and then Next.

Your Public webhook URL displays on this screen.

Copy the webhook and add it to your Zendesk admin panel to complete the connection.

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Select Finish.

Create your custom fields

Once your Zendesk connection is set up in Ometria, you'll need to create the custom fields below for retrieving the data.

All of these fields use the Category: Contact.

Note: You only need to create the fields that you think will provide value to your marketing strategy.

Field title	Field ID	Description	Type
Zendesk ticket type	zendesk_ticket_type	The ticket type assigned in Zendesk, e.g. incident, problem, question, etc. E.g. Incident	String
Zendesk ticket updated at	zendesk_ticket_updated_at	The date the ticket was last updated. E.g. 2011-07-20T22:55:29Z	Date
Zendesk ticket created at	zendesk_ticket_created_at	The date the ticket was created. E.g. 2011-07-20T22:55:29Z	Date
Zendesk Ticket Tags	zendesk_ticket_tags	The Zendesk ticket tags manually updated by the support agent. E.g. support	String
Zendesk unresolved tickets	zendesk_unresolved_tickets	The sum of unresolved tickets. E.g. 2	Integer
Zendesk ticket status	zendesk_ticket_status	The status of Zendesk ticket. E.g. Open	String
Zendesk latest satisfaction score	zendesk_latest_score	The latest Zendesk ticket satisfaction score. E.g. Good	String
Zendesk satisfaction score updated at date	zendesk_score_updated_at	The date of the contact's latest Zendesk satisfaction update. E.g. 2011-07-20T22:55:29Z	Date
Zendesk satisfaction reason code	zendesk_score_reason	Satisfaction reason. E.g. 5	String
Zendesk ticket ID	zendesk_ticket_id	Identifier for Zendesk ticket, automatically assigned when the ticket is created. E.g. 1	Integer

Request a 'ticket closed' custom event

Raise a request with our support team to create a custom event for: zendesk_ticket_closed

Once this is set up for you, you can start building an automation campaign which triggers when a ticket has been closed.

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Data sent to Ometria

Ometria retrieves two types of data from Zendesk:

Tickets - created via web, email or support agent.
Contacts - fields containing ticket count, tags and satisfaction ratings.

Once your Zendesk connection is set up, Ticket and Contact field updates will start sending to Ometria based on the following trigger events:

Ticket created
Ticket updated
Comment added to ticket
Ticket closed

Ometria retrieves data from Zendesk for the past three months, prioritising ticket types in the following order:

Incident
Problem
Question
Task

Ometria retrieves tickets in descending order - from oldest to newest. Once a ticket is closed, Ometria retrieves the next unopened ticket.

Be aware: Ometria only stores information for one ticket at a time. To see how many unresolved tickets a contact has at any given time, use the custom field Zendesk unresolved tickets, which you can check in the customer filter and the contact details screen.

Data sent to Zendesk

The following contact data is passed from Ometria to Zendesk:

First name
Last name
Email
Customer ID
Country
Marketing opt-in
Last purchase
Total orders
Average Order Value (AOV)
Client Lifetime Value (CLV)
Orders
Order attempted
Order timestamp
Total Items
Visits
Revenue

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Testing your integration

To test your integration, use the Segment explorer to filter contacts with Zendesk custom fields to check if contacts are updated with Zendesk data:

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Use cases

Segment on Zendesk ticket type

Use the Zendesk ticket types (problem, incident, question, task) to segment your contacts and make decisions accordingly.

For example, you might want to avoid sending marketing communications to customers with open ‘problem’ or ‘incident’ tickets.

Create a dynamic segment with the following conditions:

Zendesk ticket type - which is - [Incident]

Zendesk ticket type - which is - [problem]

You can also filter by customer value band by adding:

AND

Customer value band - which is one of - [select the relevant bands]

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You can exclude this segment from your campaigns to avoid sending marketing communications to these contacts.

Segment on Zendesk ticket tags

Segment on contact attributes from Zendesk tags, e.g. ‘order payment’, ‘order shipping’ or ‘product quality’ to help tailor your marketing communications.

Track ticket satisfaction

Track a contact's latest customer satisfaction score following an interaction with the customer support team to personalise marketing messages.

For example, excluding those who leave low scores from your post-purchase campaigns.