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. In this article, learn how to set up, edit, and delete the Zendesk Ticket Management integration for your Social Media Management organization.

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:

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 Ticket management.
4. Click Connect Now to start connecting Zendesk with Brandwatch.
5. A popup window will open, take a moment to read the disclaimer, then click Next.
6. Click New authentication.
7. 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.

8. After you click Create, a new window will open, enter your Zendesk login credentials and click Sign In.
9. You will then be asked to give permission to allow Brandwatch to access Zendesk data, click Allow.  
10. If the authentication is successful, the window will automatically disappear, allowing you to click Next on the Zendesk Authentication window.
11. 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, reset or delete the connection providing you have a user role of Admin in Social Media Management.

Editing the Zendesk integration

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 Ticket management.
4. Click Modify Setup then Reconfigure to restart your authentication process and configuration flow.
5. Click Next to proceed.
6. On the final page of the configuration flow, click Finish to save your changes.

Deleting the integration

If you want to reset your integration or delete it, you can also do so within your Integrations and API settings.

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 Ticket management.
4. Click Modify Setup then Delete to restart your authentication process and configuration flow.
5. Confirm in the prompt that you would like to delete and disconnect the integration. Once confirmed, Brandwatch will disconnect the authentication. 

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.