How to connect Zendesk Support to ActiveCampaign

This integration is not available to users of Zendesk's "Support Essential" legacy plan.

With ActiveCampaign's Zendesk Support integration, you can connect your Zendesk Support account to your ActiveCampaign account. Doing so will sync contacts and their ticket information to ActiveCampaign whenever a ticket event occurs.

This integration is a one-way sync from Zendesk Support to ActiveCampaign.

How the Zendesk Support integration works

After configuring the integration, ticket data and the ticket requestor will sync to ActiveCampaign. This sync occurs when a new ticket is created or updated. 

In addition, you will see two new Zendesk Support-related automation triggers and be able to personalize automation emails with ticket information.

What to expect with the sync

When we sync data from Zendesk, we'll create a contact profile record for the ticket requestor in your ActiveCampaign account if one does not exist.

The contact profile record will then contain a Zendesk Ticket custom object. This custom object will display all tickets for the contact from that point forward.

Each ticket in this object will have the Status, Ticket ID, Priority, Type, and Updated At fields. 

The information displayed in these fields is for informational purposes only. It is not possible to edit these fields from your ActiveCampaign account.

Tags added to contacts

As contacts sync from the Zendesk Support integration, the following tag will appear on their contact record:

zendesk-support-integration

Zendesk Support custom object automation triggers and actions

The automations trigger modal will contain two new custom object triggers:

• Zendesk Support Ticket Created
  Ticket requestors are pulled into the automation when a new Zendesk ticket is created.
• Zendesk Support Ticket Updated
  Ticket requestors are pulled into the automation when a synced Zendesk ticket is updated.

These two triggers are located under the "Apps" section of the trigger modal.

There are some constraints to keep in mind when using these two triggers:

• You can only use one trigger for your automation
  This only applies if you're using a custom object trigger. As a reminder, the ticket information we're syncing is a custom object from Zendesk Support.
• You can only use one filter for your automation trigger 
  This only applies if you're using a custom object trigger. The fields and values you can segment are from the Zendesk ticket.

You can use Zendesk ticket field data when creating "If/Else" actions in your automation. 

It is not possible to use Zendesk ticket field data data when creating:

• List segments
• Advanced searches
• Conditional content
• Contact or deal scores
• Goal automation actions
• Conditional wait automation actions
• Conditional split automation actions

For more details, learn how to build Automations with custom objects. 

Personalize emails

Once you configure the integration, you can use the Ticket custom object fields to personalize any email campaign sent from an automation. You can find these personalization options under the "Custom Objects" section in the "Add a Personalization" modal.  

Note that you must use a Zendesk Support automation trigger in order for the "Custom Objects" section to appear with your Ticket custom object fields.

These fields are not available to use in 1:1 emails or campaigns sent from the Campaigns tab in your ActiveCampaign account.

Connect Zendesk Support to ActiveCampaign

This setup includes mapping Zendesk Support object fields to ActiveCampaign contact fields. Ensure you have corresponding ActiveCampaign contact fields created in your account before setting up this integration.

1. From your ActiveCampaign account, click "Apps."
2. Type "Zendesk Support" into the search bar, then click the Zendesk Support option.
3. The Zendesk Support apps page will load.
4. Click the "Add an account" button.
5. A modal window will appear:
   • Type or paste your Zendesk Support account subdomain into the field provided
   • Click the "Connect" button
6.  If you're signed in to your Zendesk Support account, the integration setup will redirect you to an authorization page. Click the "Accept" button to continue.
7. If you logged out of your Zendesk Support account, the integration setup will prompt you to log in then authorize the connection.
8. The modal will show a "Review Events" step. This step is for informational purposes only. It shows you that your ActiveCampaign account will receive a ticket's data from Zendesk when a ticket is created or updated. Click the "Continue" button.
9. Next, the modal will show a "Zendesk Support Objects" step. This step is for informational purposes only. It shows you that a Zendesk Support Ticket object will be created and all fields that we'll populate for that object. Click the "Continue" button. 
10. The last step for this modal is "Field Mapping." Use the dropdowns to map Zendesk user fields to ActiveCampaign contact fields. You can map as many or as few fields as you like. Click the "Finish" button.

The Zendesk Support Apps page will appear and display the connected Zendesk Support account.