Zendesk Integration

Connect Zendesk to eeV.ai for comprehensive ticket management and customer support synchronization.

Zendesk Integration Overview

Key Features

• Ticket Synchronization: Bi-directional ticket sync
• Contact Management: Unified customer profiles
• Organization Sync: Company and account data
• Custom Field Mapping: Flexible field configuration
• Attachment Handling: File and media synchronization

Integration Benefits

• Centralized ticket management
• Unified customer view
• Automated workflow synchronization
• Enhanced reporting capabilities
• Improved agent productivity

Setup Process

1. Zendesk API Configuration

1. Access Zendesk Admin Center
2. Navigate to Apps and integrations > APIs > Zendesk API
3. Enable API access
4. Generate API token or configure OAuth
5. Note your Zendesk subdomain

2. eeV.ai Integration Setup

1. Navigate to Integrations > CRM
2. Select Zendesk integration
3. Enter connection details:
   • Zendesk Subdomain
   • Email Address
   • API Token or OAuth credentials
4. Test connection and authorize

3. Configuration Settings

• Sync Direction: Choose uni or bi-directional sync
• Field Mapping: Map eeV.ai fields to Zendesk fields
• Sync Frequency: Set automatic sync intervals
• Conflict Resolution: Define conflict handling rules

Ticket Management

Automatic Ticket Creation

From eeV.ai to Zendesk

• New conversations automatically create Zendesk tickets
• Customer information populated from eeV.ai data
• Conversation history included in ticket description
• Tags and categories transferred

Ticket Properties

• Subject: Generated from conversation topic
• Description: Conversation summary and history
• Requester: Customer contact information
• Priority: Mapped from eeV.ai priority levels
• Status: Synchronized status values

Bi-directional Synchronization

Status Updates

• Changes in Zendesk reflect in eeV.ai
• eeV.ai status changes update Zendesk tickets
• Real-time or scheduled synchronization
• Conflict resolution for simultaneous changes

Agent Assignment

• Agent assignments sync between platforms
• Maintain agent mapping between systems
• Handle agent availability and permissions
• Support team and group assignments

Contact and Organization Sync

Contact Management

Customer Profiles

• Contact Information: Name, email, phone synchronization
• Custom Fields: Organization-specific contact fields
• Tags and Segments: Customer categorization
• Interaction History: Unified timeline across platforms

Duplicate Handling

• Automatic duplicate detection
• Merge duplicate contacts
• Maintain data integrity
• Conflict resolution rules

Organization Sync

• Company Information: Business details and hierarchy
• Account Relationships: Link contacts to organizations
• Custom Organization Fields: Business-specific data
• Domain Mapping: Automatic organization assignment

Field Mapping Configuration

Standard Field Mapping

Ticket Fields

• Subject ↔ Title
• Description ↔ Content
• Status ↔ Status
• Priority ↔ Priority
• Assignee ↔ Agent

Contact Fields

• Name ↔ Full Name
• Email ↔ Email Address
• Phone ↔ Phone Number
• Company ↔ Organization

Custom Field Mapping

• Field Type Matching: Ensure compatible field types
• Value Transformation: Convert values during sync
• Conditional Mapping: Map based on specific conditions
• Multi-select Fields: Handle complex field types

Workflow Integration

Automated Workflows

Trigger-based Actions

• Status Changes: Trigger workflows on status updates
• Priority Escalation: Auto-escalate based on priority
• Assignment Rules: Automatic agent assignment
• Notification Triggers: Send alerts on specific events

Business Rules

• SLA Management: Sync SLA policies and timers
• Escalation Paths: Maintain escalation hierarchies
• Approval Workflows: Support approval processes
• Automation Rules: Sync Zendesk automations

Macro and Template Sync

• Response Templates: Share common responses
• Macro Actions: Sync bulk action macros
• Canned Responses: Standardized reply templates
• Knowledge Base Links: Reference shared articles

Reporting and Analytics

Unified Reporting

Combined Dashboards

• Ticket Metrics: Cross-platform ticket statistics
• Agent Performance: Unified agent analytics
• Customer Satisfaction: Combined CSAT scores
• Response Times: Integrated timing metrics

Custom Reports

• Cross-platform Data: Reports using data from both systems
• Trend Analysis: Historical performance trends
• Comparative Analytics: Platform performance comparison
• Export Capabilities: Data export for external analysis

Key Performance Indicators

• First Response Time: Average initial response time
• Resolution Time: Time to ticket resolution
• Customer Satisfaction: CSAT and NPS scores
• Ticket Volume: Volume trends and patterns

Advanced Features

Webhook Integration

• Real-time Updates: Instant synchronization via webhooks
• Event Triggers: Custom actions on specific events
• Error Handling: Robust error management and retry logic
• Security: Webhook signature verification

Multi-brand Support

• Brand Separation: Support multiple Zendesk brands
• Brand-specific Configuration: Different settings per brand
• Data Isolation: Maintain separate data streams
• Unified Management: Centralized configuration interface

API Rate Management

• Rate Limit Monitoring: Track API usage against limits
• Intelligent Throttling: Optimize API call frequency
• Priority Queuing: Prioritize critical operations
• Batch Processing: Efficient bulk operations

Security and Compliance

Authentication Security

• OAuth 2.0: Secure authentication protocol
• Token Management: Automatic token refresh
• Permission Scoping: Minimal required permissions
• Access Logging: Comprehensive audit trails

Data Protection

• Encryption: Data encrypted in transit and at rest
• GDPR Compliance: Support data protection regulations
• Data Retention: Configurable retention policies
• Privacy Controls: Customer data privacy management

Troubleshooting

Common Issues

Authentication Problems

• Invalid Credentials: Verify API token or OAuth setup
• Permission Errors: Check user permissions in Zendesk
• Subdomain Issues: Confirm correct Zendesk subdomain
• Token Expiration: Refresh expired authentication tokens

Synchronization Issues

• Field Mapping Errors: Verify field mapping configuration
• Data Format Issues: Check data type compatibility
• Sync Conflicts: Review conflict resolution settings
• Rate Limiting: Monitor and adjust API call frequency

Performance Optimization

• Sync Frequency: Optimize synchronization intervals
• Selective Sync: Sync only necessary fields and records
• Batch Operations: Use bulk operations for efficiency
• Monitoring: Regular performance monitoring and tuning

Best Practices

Integration Setup

• Phased Implementation: Gradual rollout approach
• Testing Environment: Test configuration before production
• Documentation: Maintain detailed configuration documentation
• Training: Ensure team understands integrated workflows

Ongoing Management

• Regular Monitoring: Monitor sync health and performance
• Data Quality: Maintain clean and consistent data
• Updates: Keep integration updated with platform changes
• Backup: Regular backup of configuration settings