Zendesk Ticket Management is an integration tool that allows you to create posts and comments within your channels as Zendesk tickets, create Zendesk contacts from Engage, and see Zendesk customer details and case history from Engage. Build lasting relationships between Zendesk and Engage with our complete customer service solution.
Note: This feature is accessible to Pro/Premium accounts only. If you have a Standard account and would like to upgrade your package, contact your Customer Success Manager (CSM) or Brandwatch Support.
For more information on using the Zendesk integration features in Engage, please visit our articles on Using Zendesk Features in Engage and Assigning Engage Content to a Zendesk Account.
Connecting Zendesk Ticket Management to Social Media Management
To set up a new integration with Zendesk, please ensure the following:
You must have a user role of Admin in Social Media Management
You must be an Admin or Agent in your Zendesk instance
Have your Zendesk login credentials available
Once the above conditions have been met, please follow the steps below:
In the bottom-left corner of Social Media Management, click Manage settings (cog icon) > Organization admin.
In the left-hand sidebar, click Integration marketplace.
Click Zendesk Ticket management.
Click Connect Now to start connecting Zendesk with Brandwatch.
Search for and select the teams for which you would like to enable the integration. You can select multiple teams. When ready, click Continue.
Tip: Toggle Auto-connect new teams to ensure that any new teams you add to your organization will have access to the integration.
Name your connection, then click Save and Continue.
A popup window will open, take a moment to read the disclaimer, then click Next.
Click New authentication.
You will be prompted to create a new authentication. Enter the following authentication information relating to your Zendesk account, then click Create:
Authentication name
Subdomain (you can find your account subdomain in your Zendesk URL [subdomain].zendesk.com)
Note: Leave App ID and Organization ID blank.
After you click Create, a new window will open, enter your Zendesk login credentials and click Sign In.
You will then be asked to give permission to allow Brandwatch to access Zendesk data, click Allow.
If the authentication is successful, the window will automatically disappear, allowing you to click Next on the Zendesk Authentication window.
Review the summary of your new integration, then click Finish. This will return you to Social Media Management, which will show that the integration was successful. Click Close to dismiss the popup.
Managing the Zendesk integration
After setting up your Zendesk integration, you can edit it at any time to change the Zendesk instance authentication and your team settings, or reset or delete the connection providing you have a user role of Admin in Social Media Management.
Editing, deleting, or adding a new Zendesk connection
In the bottom-left corner of Social Media Management, click Manage settings (cog icon) > Organization admin.
In the left-hand sidebar, click Integration marketplace.
Click Zendesk Ticket management.
Click Manage Connection.
Here, click the pencil icon to edit your existing connection. You can adjust your selected teams for the connection and run through the setup process again.
Click the trash can icon to delete your connection.
Click Add new connection in the top-right corner to start a new connection.
Note: Any Zendesk tickets and Linked contacts will be available for Zendesk users, even after the integration is disconnected.
FAQs
How can I get access to the Zendesk integration for Engage?
If you are a Social Media Management Pro customer or above, the integration is included in your package. If your package is below Pro, reach out to your Customer Success Manager (CSM) to inquire about access.
From Social Media Management > Organization admin > Integration marketplace, select Zendesk Ticket Management, then click Request Access. Fill out the form and our colleagues will reach out to you for a detailed product tour demo.
Is IT support required to set up the integration?
No technical support is needed to set up the integration, either from your own IT team, from Zendesk's Support team, or from the Social Media Management Support team. You will only need the right user role and your Zendesk login credentials.