Once you have connected Zendesk with Social Media Management via the Zendesk Ticket Management integration, you will be able to enhance collaboration and maximize efficiency in social customer care.
Note:
For US clients, this feature is accessible to Pro/Premium accounts only. If you are a US client with a Standard account and would like to upgrade your package, contact your Customer Success Manager (CSM) or Brandwatch Support.
In this article:
For more information on setting up, editing, and deleting your Zendesk Ticket Management integration, please visit our article on Setting Up and Managing a Zendesk Ticket Management Connection for Engage.
Creating a Zendesk case
Once your accounts are integrated, you can easily create a new Zendesk case from any direct message, post, mention, review, or comment in Engage.
- From a conversation in Engage, navigate to the Zendesk cases panel in the right sidebar, then click Create case.
- Customize the subject, description, priority and type of the case if desired, then click Save. By default, the description will be pre-populated and contain a link back to the Engage conversation. This allows your Zendesk users to continue the conversation with the customer in Engage if needed.
- Your new case and its details will now appear under the Zendesk cases panel in the Engage conversation. Cases may take a few moments to appear. Click the Refresh icon if needed.
- Once the case is created, click on it to view full details, including the Zendesk Case ID. Click on the Zendesk Case ID for a direct link to corresponding ticket in Zendesk.
Linking an Audience profile to a Zendesk contact
At any time, you can use the Zendesk contact panel in the sidebar of an Engage conversation to link an Audience profile to an existing Zendesk contact or create a new one in Zendesk.
- From any conversation in Engage, navigate to the Zendesk profile panel in the right sidebar, then click Link Profile.
- Use the search bar to find an existing contact in Zendesk to link the conversation to.
You can also click Create New Profile to create a new Zendesk contact for the customer. When ready, click Link Profile.
- You will see the added profile under the Zendesk profile panel as well as the imported history of that contact's tickets under the Zendesk cases panel.