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.
Obtain your Zendesk API Token
First, you'll need to obtain your Zendesk API token. You can get your Zendesk API token by logging into your Zendesk Agent Console, select Settings in the bottom left, and finding the Channels header. Here, click API.
Make sure Token Access is enabled and you'll find your API token here. If you haven't created an API token yet, you can also do so in this step.
Once you have your Zendesk API token, copy it. The field you'll need will be a long string of letters and numbers.
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, you will need to 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):
Once you've pasted in all required information, click Update Zendesk Settings. Data will start syncing from Zendesk to Klaviyo within a minute or two.
After the initial integration sync, the Zendesk integration will sync data to Klaviyo once every hour.
Monitor the Zendesk Sync
To check your enabled integration, navigate to the Metrics tab in your Klaviyo account.
Find Zendesk's Opened Ticket metric and click on the Activity Feed icon.
If your integration has begun syncing data, you will start to see tickets opened through Zendesk populate here. Once the Zendesk integration has a green border next to it in your Klaviyo account's Integrations tab, your integration is fully synced.
The Zendesk Metrics
This event is tracked when a new ticket is opened in Zendesk. The event Klaviyo tracks will include the content of the email, the email recipient, the subject of the email, and the URL to that email in Zendesk.
This event is tracked when a ticket is marked as Solved in Zendesk. Zendesk marks a ticket as "solved" once the conversation around the issue has terminated, and there is no more follow-up. Tickets can be marked "solved" by agents. Tickets marked as solved, then responded to by an end-user will be reset to an open status.
The event Klaviyo tracks will include the content of the email, the email recipient, the subject of the email, and the URL to that email in Zendesk.
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
- Using your Zendesk data, you can proactively track customers in Klaviyo based on their interactions with your support team; for example, customize an abandoned cart email if you know someone didn't complete their order but opened a support ticket
- Klaviyo provides detailed analytics reporting around the metrics you sync with Zendesk, so you can view trends around open / resolved tickets, including a cohort analysis
- Tweak your email strategy to reduce support tickets and increase lifetime value; with all your data in Klaviyo, you can build segments to gain cross-metric insights and look at correlations