Check out the video below to learn how you set up your Zendesk integration with Planhat:
There is a Planhat App on the Zendesk App Market, once installed it will show some KPIs from Planhat in Zendesk. You can download the application here: https://www.zendesk.com/apps/support/planhat/ 👍.
Frequently Asked Questions
How far back does Planhat sync tickets when the integration is first set up?
Planhat will sync all tickets 6 months back.
Will tickets closed/archived in Zendesk be pulled in?
Planhat will bring in all of the tickets from the past 6 months when it fetches the data, including the archived.
This is because the archived data could be something you want to use in Planhat. For example, if you're using your ticketing as a part of your health score having some historical data can be useful.
If I add comments to a ticket in Planhat will they be displayed in Zendesk?
No. Data comes from Zendesk into Planhat, no data from Planhat will be sent to Zendesk.
How are Zendesk tickets mapped to the correct company profile in Planhat?
When a Zendesk ticket comes into Planhat we match by email first, if the contact is not there, we look at domain and then if the setting is on, create the contact on the relevant company as well.
For more information on syncing historical tickets you can check out this article here. If you have any further questions, please contact the support team who will be happy to assist you 😃.
How do I add and sync custom fields between Planhat and Zendesk?
Create your custom field in Planhat (if it already exists please move onto the next step): Create a custom field in Planhat making a note of the data type used because the same data type will need to be applied to the custom field in Zendesk. If you need information on fields and data types check out this article: https://support.planhat.com/en/articles/3971738-managing-fields .👍
Create your custom field in Zendesk: login to Zendesk and go to "Admin" this is the cog icon on the left hand side. Under "Manage" click on "Ticket Fields" and select "Add field".
2.1. Select field type: (make sure it's the same data type as your custom field in Planhat) e.g. Date, Text, Checkbox.
2.2. Description: you can add a description (it's optional).
2.3. Permissions: select who you would like to be able to edit this field, there are three options (we typically use "Agent only"):
1. Agent only: Field can only be edited by an agent.
2. Editable for end users: Field can be edited by the end user when submitting a request.
3. Read-only for end users: Field value is visible to end users on their request page, but cannot be edited.
2.4. Title shown to agents: give your custom field a name.
2.5. Field values: add the value(s) that you want displayed in your custom field.
Now that you have filled in all of the required fields to create your custom field you can: preview your custom field, save it, save and add another or cancel it.
When you open a new ticket in Zendesk you will see your custom field on the left hand side. I have created a custom field called "Difficulty" which you see in the image below is displayed down the left hand side.
3. Map your Planhat custom field to your Zendesk custom field: in Planhat, click on your avatar profile in the bottom left hand corner, select "Integrations" and then "Zendesk". Under "Custom Fields", click on "Add a match". Select your custom Planhat field followed by the Zendesk custom field that you want to map and then press "Save".
In the image below you can see that I have mapped a Planhat custom field called "Ticket Difficulty" to my Zendesk custom field "Difficulty".
As soon as you update and submit changes to your custom field in Zendesk they will sync almost instantly to Planhat 👍. It's important to remember that data will always come from Zendesk to Planhat and not the other way around.