Planhat's Zendesk integration will seamlessly sync your tickets directly from Zendesk into Planhat. Follow the instructions below to get your Zendesk integration setup πŸ€“.

The integration can sync the ticket body and content, labels associated with a ticket and any custom fields associated with the ticket.

Tickets are stored in Planhat as Conversations of type Ticket. They can be used in Dashboards, drive Automations and be stored as time-series data using Calculated Metrics.

Key Details:

  • The integration is by default a one-way integration meaning tickets sync from Zendesk to Planhat. Comments or updates to fields will not sync back to Zendesk by default.

  • Tickets appear in the Conversations module and on the Customer Profile.

  • Planhat syncs all tickets created in the last 6 months, including those that have been archived in Zendesk.

  • When a ticket syncs to Planhat it is matched by email address first, and saved with the corresponding End User and Company. If the email address is not found, Planhat looks at the email domain and if the domain matches the 'related domain' of an account profile, Planhat can both sync the ticket and create an End User record with the ticket creator's email address. This is an optional setting and if switched off, Tickets created by an email address that does not exist in Planhat will not be saved.

  • πŸ“£ Pro tip: There is a Planhat app on the Zendesk app marketplace, once installed it will show KPIs from Planhat. You can download the application here: πŸ‘.

Step 1 - Create an API Token in Zendesk

  1. Log into Zendesk as an administrator

  2. Go to the settings page

  3. From the menu click on the "API" link (under β€œChannels")

  4. Click "Add API Token"

  5. Give your token a name and press "create"

  6. Zendesk will display your new token

Step 2 - Connect Planhat and Zendesk

  1. Hover over your avatar in the bottom left corner of Planhat, go to "Integrations", click on "Zendesk" and then at the top of the page you will see a yes/no switch. Flip the switch so that it says "yes"

  2. Fill in the required Zendesk fields:

    • Zendesk Administrator Username: this is the e-mail address that you use to log in to your Zendesk account (administrator)

    • API Access Token: copy and paste the API token that you created in Zendesk

    • Your Zendesk URL: https://[yourZendeskDomain]

πŸš€ Quick tip: Make sure you copy paste the URL exactly as instructed above and don't forget the /v2 at the end!

Step 3 - Syncing custom fields and labels

  1. Labels: Syncing tickets labels can be done by toggling "Allow fetching labels" to Yes. This will bring the labels on tickets in Zendesk into Planhat where they will become 'Planhat labels' on each ticket.

  2. Custom Fields: In Zendesk you can add custom fields under "Manage" and "Ticket Fields". These fields can be synced to Planhat as custom fields associated with the Ticket. For information about how to set up fields in Planhat please see this article πŸ‘

  3. Selecting Custom Fields: Click Fetch Fields to see all available custom fields in Zendesk. Click on "Add a match", then select your custom Planhat field followed by the Zendesk custom field that you want to map, then hit save.

    On the image below you can see the Planhat custom field called "Ticket Difficulty" receiving data from the Zendesk custom field "Difficulty".

When your settings are correct, click the green Save button at the bottom of the page.

To commence a Sync, click the "Show Fetch All Section" button and a smaller grey button will appear. Click this to bring in tickets from the prior 6 months and their respective labels and custom fields.

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