How to Integrate with Zendesk

read
Last updated at:

Overview

This article will walk you through integrating Zendesk with Klaviyo. After you enable Klaviyo's Zendesk integration, you'll be able to track and target customers based on their interactions with your Support team.

From Zendesk, Klaviyo can automatically import information about support requests/tickets as well as any customer notes and extra information you have stored in Zendesk.

For any assistance with the information listed here, check out Zendesk's support documentation.

Obtain your Zendesk API Token

For security reasons, Zendesk will only show you your full API token once, during the initial generation. If you've previously created an API token with Zendesk and stored it securely, you can copy that token from its location and skip to the next section. If you've never generated an API token with Zendesk, or need to generate a new one, follow the instructions below.

First, make sure Token Access is enabled. In your Zendesk account, click the Admin icon on the sidebar and navigate to Channels > API. Then click the Token Access toggle to enable API token access.

Enable API token access

Next, generate an API token. In Channels > API, click the button next to Active API Tokens. Enter a name for the token and click Create. This will generate the token, which will be a long string of letters and numbers, and display it in a popup.

Generate new API token

Copy the token and save it in a secure place for later use. Once you're done, exit the popup by clicking the OK, I've copied my token button. 

If you need assistance with the sync, or run into issues, check out the Zendesk guide on generating a new API token.

Enable the Zendesk Integration in Klaviyo

Click on the Integrations tab in the left sidebar of your account.

Navigate to the All Integrations tab and find Zendesk on the list of available integrations. All integrations are in alphabetical order. Click Add Integration.

To connect Zendesk, enter the following:

  • Your email address
  • Your Zendesk API Token
  • Your Zendesk URL

Note that your Zendesk URL should be formatted like one of the following (depending on whether your site uses HTTP or HTTPS):

  • http://accountname.zendesk.com
  • https://accountname.zendesk.com

Enter info into Klaviyo to connect with Zendesk

Once you've entered in all of the required information, click Connect to Zendesk. Data will start syncing from Zendesk to Klaviyo within a few minutes.

After the initial integration sync, Zendesk will sync data to Klaviyo once every hour.

Monitor the Zendesk Sync 

Check your enabled integration by navigating to the Analytics tab in your Klaviyo account.

Find one of the Zendesk metrics - for example, the Opened Ticket metric - and click on the Activity Feed icon. You can filter metrics by selecting Zendesk from the All integrations dropdown.

View Zendesk metric sync in Activity Feed

If your integration data sync has started, you'll start to see open Zendesk tickets populate here. When the sync is complete, the integration will have a green border next to it when viewed in in the Integrations tab in your Klaviyo account.

The Zendesk Metrics

Klaviyo tracks two Zendesk metrics: Opened Ticket and Resolved Ticket.

Opened Ticket and Resolved Ticket metrics

Opened Ticket

This event is tracked when a new ticket is opened in Zendesk, and includes the following information about the new ticket email:

  • Subject line
  • Email recipient(s)
  • Email content
  • Zendesk URL of the email

View opened ticket metric info in Klaviyo

Resolved Ticket

This event is tracked when a ticket is marked as solved in Zendesk. Zendesk automatically considers a ticket solved when the conversation around the issue has terminated and there's no more follow-up, but tickets can also be marked solved by agents. If an end-user responds to a solved ticket, the ticket is reset to an open status.

Klaviyo's tracking of this event includes the following information about the resolved ticket email:

  • Subject line
  • Email recipient(s)
  • Email content
  • Zendesk URL of the email

Best Practices

Here are a few ways you might consider using the Klaviyo/Zendesk integration:

  • Exclude users with open tickets from certain flows and campaigns, so your company doesn't risk seeming out of touch by sending promotional emails to those with pending issues
  • Proactively track customers in Klaviyo based on their interactions with your support team using your Zendesk data; for example, you can customize an abandoned cart email if you know someone didn't complete their order, but did open a support ticket
  • View trends around open and resolved tickets, including a cohort analysis, by using the detailed analytics reporting Klaviyo provides about the Zendesk metrics you've synced
  • Tweak your email strategy to reduce support tickets and increase lifetime value; with all your data in Klaviyo, you can build segments to view correlations and gain cross-metric insights

Additional Resources

x
Was this article helpful?
67 out of 93 found this helpful