How to update your Zendesk integration

Learn how to update your Zendesk integration, if you integrated Klaviyo and Zendesk before Klaviyo introduced OAuth for Zendesk and support for multiple Zendesk brands. It is important to update to gain the benefits of the new integration, and only our new integration will be updated going forward. 

If you have more than one brand set up under a Zendesk Enterprise account, syncing one Zendesk brand per Klaviyo account makes it easy to use your ticket data and organize your SMS conversations. 

Below, we’ll detail how to remove older Zendesk profiles from Klaviyo and update your integration.

Looking to integrate for the first time? Head to Getting started with Zendesk.

Before you begin

Please note that when you update your Zendesk integration, historical data previously synced through the integration will remain in your account, unless you choose to manually remove Klaviyo profiles. 

Remove Zendesk profiles from Klaviyo

If you want to now associate your Klaviyo account with a specific Zendesk brand, you may want to remove Zendesk profiles previously synced through the integration. 

Since there is no brand associated with these older profiles, profiles from specific brands cannot be precisely deleted. Instead, we recommend deleting profiles that synced through your Zendesk integration but did not have any interactions with the ecommerce site associated with your Klaviyo account. These profiles are likely to have been synced from the “wrong” brand(s). 

To do this, we recommend creating a segment of these profiles and then deleting it. This should be done before you update your Zendesk integration.

To create the segment:

1. In Klaviyo, navigate to Audience > Lists & segments. 
2. Select Create New > Create segment.
3. Name your segment and select any tags. 
4. Add the following segment conditions, using events synced from your ecommerce platform:
1. What someone has done or not done > Opened Ticket (Zendesk) > at least once > over all time AND
2. What someone has done or or not done > Viewed Product > zero times > over all time AND
3. What someone has done or or not done > Checkout Started > zero times > over all time AND
4. What someone has done or or not done > Placed Order > zero times > over all time AND
5. What someone has done or or not done > Subscribed to List (Klaviyo) > zero times > over all time
5. You can also add conditions for any other applicable events in your account, specifying that a profile has not tracked them.
6. Click Create segment.
7. Then, delete the segment you created above by following our bulk deleting instructions. 

Update your Zendesk integration

To update your Zendesk integration to the new version:

1. In Klaviyo, select the Integrations tab.
2. Select Zendesk from the list of enabled integrations.
3. On the next page, click Update version.
   
4. Log in to Zendesk if needed.
5. Review the permissions and approve them. You’ll then be brought back to Klaviyo.
6. Under Tickets, choose whether you want to sync Zendesk Opened and Resolved ticket metrics from all brands, or specific brands. If you select Specific brands, you’ll be prompted to choose the brands you’d like from a dropdown.
   
7. If you want to reply to inbound SMS messages via Zendesk, check the box next to Sync SMS conversations. If you’d like these inbound messages to create Zendesk tickets under a specific brand, select the brand from the dropdown.
   
8. When you’re done, click Complete setup.

Additional resources

Getting started with Zendesk

Guide to Klaviyo Inbox