In this article, we’ll describe the purpose and functionality of the integration, as well as directions for enabling and using it.
This article contains the following topics:
About the Support to Connect integration
The Support to Connect integration allows you to access your Support end-user and event data from within Connect. By integrating these two products, you can use that Support data to send targeted, proactive messages to the right end-users.
The Support to Connect integration links your Support account with your Connect account you can create and send campaigns that use the following information:
- Support user data. End-user records with user attributes and custom user fields are available in Connect to use in targeting campaigns.
- Support events. These are actions that you or your end-users take that
cause something to happen in the Support product, such as:
- The user has created a ticket
- The user’s ticket has been solved
- The user’s ticket has been reopened
- The user has responded to the CSAT rating positively (Professional & Enterprise Support plans only)
- The user has responded to the CSAT rating negatively (Professional & Enterprise Support plans only)
The Support to Connect integration is not recommended for accounts with the following characteristics:
Any customers that require the product interface in a language other than English (you can still configure campaigns to be configured in languages other than English but the product interface is currently English only).
Any customer requiring granular access permissions within Connect. For the initial part of the Limited Availability, once the Support to Connect integration is activated by a Support admin, all agents from the associated Support account (except Light Agents) will be able to access and use Connect.
Enabling the integration
Enabling and accessing the integrationIf you are admitted to the Limited Availability release, the Support to Connect integration is turned on for your account, and your Support admins will see Connect in the Product Tray from within the Support product:
The first time you click on the Connect icon, you will be taken to your Connect account and after agreeing to the Connect Subscription Service Agreement, the Support to Connect integration will be initiated.
If you have been added to the Limited Availability release, but do not see the Connect icon in your product tray, contact email@example.com.
Using the integrated data
After you have initiated the integration, as described above, Support information becomes available in Connect. This includes both end-user information and events.
End-user information is handled as follows:
Current end-users from your Support account are added as users in Connect, and are available to include in your campaigns.
When you update your existing end-users in Support, their user attributes are updated in Connect.
When new end-users are created in Support, they are added as users in Connect.
Zendesk Support custom user fields (with the exception of drop-down fields) are imported into Connect.
Event information is handled as follows:
- Some new Zendesk Support events are available as triggering events in
Connect. For instance, when an end-user opens a ticket, it can be used as a triggering
event for a Connect campaign. The Support events that can be used by Connect to trigger
[Support] Ticket Solved
[Support] Ticket Created
- [Support] Ticket Reopened
- [Support] Positive Customer Satisfaction Rating
- [Support] Negative Customer Satisfaction Rating
- Zendesk Support events initiated by an end-user are added to the user journey (profile) for that end-user in Connect.
Using data from an external source
Not all businesses have all their customer data stored within Zendesk Support. It’s common to send user attribute and event data from another data source, such as directly from your website, mobile app or database into Connect.
The more user and event data you have in Connect the more targeted you can be with your campaigns. Any extra data you pass in will complement the user and event data from the Support to Connect integration, you will have a more complete picture of your customers and what they have and haven’t done which helps in targeting and sending your customers fewer, better messages.
To pass data from another data source into Connect, take a look at our developer documentation: https://developer.zendesk.com/embeddables/docs/connect/introduction
When you first come into Connect, you will see some sample campaigns showing how you can use Zendesk Support data to target proactive messages to your customers.
Sample campaign: Negative experience follow-up
This sample campaign shows that when a Ticket Created event comes in from Support, we look to see if they have opened more than 4 tickets in the last 30 days (which may mean they are a customer experiencing a significant number of issues). If a user satisfies those conditions we are going to send them a message with this campaign:
This is the message we would those customers who have opened more than 4 tickets in the last 30 days, acknowledging we’ve observed their high volume of Support tickets and explaining that we plan to escalate their issue.
Sample campaign: Reward customer feedback
This sample campaign defines a situation in which we see a user provide a positive customer satisfaction (CSAT) rating. When we see that event, Connect will wait two days and then send them this campaign but there is a frequency cap on the campaign, so each user will receive this campaign only once: