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Helpdesk and knowledgebase software

Zendesk

  • Zendesk Support helps tracking, prioritizing, and solving of customer support tickets.

  • Designed to increase speed and efficiency of your support teams while raising customer satisfaction.

  • Uses data to customize your reports and offer insights into customer health metrics.

  • Multi-channel, multi-lingual, and multi-brand support.

  • Business Rules
    allow you to initiate processes triggered by ticket changes or time-based conditions.

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Segment makes it easy to set up Zendesk

How Zendesk works

Zendesk offers a RESTful API that you can use as a technical resource to send and receive data. The API allows you to make use of all of Zendesk’s features, like dynamically populating user info into your support tickets.

The Zendesk API actually consists of several different APIs that work together to help you create a complete customer profile and perform other tasks. Zendesk offers API client libraries for many of the most common platform languages, but you can also make direct HTTP requests. You will want to become familiar with Zendesk’s API methods so that you can choose an appropriate client library or collection method, and use that method to write custom tracking code into your application. As you implement Zendesk you should take care to carefully plan out the data you want to capture about your users, work out the details of how you are going to add in any other contextual user data from your other systems, and finally write code into your application to dynamically populate and send calls with user data into Zendesk. In most cases, a careful implementation of one of Zendesk’s API client libraries is a required step before you can do any serious automation with Zendesk and your application data.

You can also retrieve data from Zendesk to use in other tools, yielding a very valuable data set. However, a sensible ETL of the large data set from Zendesk is a complex process and by default requires you to build and maintain custom data pipelines to each other tool.

Reports on customer communication and organizes new tickets, solved tickets, agent touches, and satisfaction rating so teams can analyze and resolve helpdesk communications with a few clicks
Reports on customer communication and organizes new tickets, solved tickets, agent touches, and satisfaction rating so teams can analyze and resolve helpdesk communications with a few clicks
Creates “Satisfaction Prediction Score” based on feedback and historical data so teams can anticipate success rate
Creates “Satisfaction Prediction Score” based on feedback and historical data so teams can anticipate success rate

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Get more out of Zendesk with Segment

You can use a Segment implementation to perform all of the data collection tasks for Zendesk, thereby removing the need for you to use Zendesk’s client API libraries, or even the need to write any custom code at all. Segment captures all of the data that Zendesk needs and sends it directly to Zendesk in the format they expect, all in real-time so you can run automation and business rules.

Zendesk is not only a destination for Segment data, it can also become a source of Segment data. This means you can send data back into Segment after you have gathered it in Zendesk. You can easily configure Zendesk in this manner as a source in your Segment settings, authenticate the connection, and skip altogether the need to build a custom ETL process. Segment makes it simple to get your user data out of Zendesk and send it to your data warehouse for more advanced analyses.

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Segment makes it easy to set up Zendesk

Getting Started with Segment

Segment is the infrastructure for your customer data. Use one API to unlock 200+ tools for every team in your company. With Segment, developers can stop building tedious and expensive one-off data integrations while business users can get straight to work, turning on their favorite apps right from the Segment dashboard.