The Social Media Management Zendesk integration is built specifically to reduce clutter in your helpdesk, by allowing posts and comments within your channels to be escalated to tickets by community managers, editors, etc.

Setting up the integration

To set up a new integration with Zendesk, please ensure the following:

• You must have a user role of either Admin or Team Leader in Social Media Management
• You must be an Admin in your Zendesk instance 
• You must have enabled API Settings in your Zendesk instance

Once the above conditions have been met, please follow the steps below:

1. In the bottom-left corner of Social Media Management, click Manage settings (cog icon) > Organization admin.
2. In the left-hand sidebar, click Integration marketplace.
3. Click Zendesk.
4. Enter the following information relating to your Zendesk account:
   • Subdomain (you can find your account subdomain in your Zendesk URL: [subdomain].zendesk.com)
   • Username
   • API key (visit Zendesk's help center for steps on generating an API token from the Zendesk API)

Following a successful connection to Zendesk, Social Media Management users can now assign/forward content such as posts and comments to your Zendesk account as a new, unopened, unassigned ticket.

For more information on assigning Engage content to Zendesk and what the new ticket will contain, please visit our article on Assigning and Viewing Assigned Messages.