Understanding Lytics / Integrations

Zendesk

Zendesk provides a cloud-based customer service platform that includes ticketing, self-service options, and customer support features. They also allow you to measure your customers’ satisfaction and your support team’s performance.

What You Get

Connecting your Zendesk account to Lytics gives you the ability to have Zendesk ticket information added to your Lytics user information, to enrich Zendesk users with information you have about them from other sources, and to pass Lytics segment membership information back into Zendesk.

What You Can Do

You can use Zendesk ticket information to help segment users by, for example, users with active tickets in last 7 days, and use that information to adjust how you communicate to those users in other channels. You can also see which of your Zendesk tickets belong to people in a specific Lytics segment (e.g. a "High Value" segment that you had created) to help with triaging your customer support queue.

What is Covered

  1. Connecting Zendesk to Lytics
  2. Importing Users from Zendesk
  3. Importing Tickets from Zendesk
  4. Updating Zendesk Users

Connecting Zendesk to Lytics

To start using Zendesk with Lytics, navigate to the Integrations section of Lytics and select Zendesk.

zendesk-tile

To connect to Zendesk, you will need three pieces of information:

  • Your Zendesk Email Address: This is the email address that you login to Zendesk with.
  • API Key: To obtain your API key, click the gear icon in Zendesk at the very bottom left of the screen:

gear

In the navigation on the next screen, choose "API":

link

Finally, enable token access to the API and copy your token:

token

  • Subdomain: This is what comes after "://" and before ".zendesk.com" in the URL when you are using Zendesk.

Once Zendesk has been set up in Lytics, you can import your users and your tickets into Lytics.

Importing Zendesk Users into Lytics

Importing users from Zendesk is simple to do, and allows you to see which members of your Lytics audience have Zendesk accounts, and lays the foundation for bringing in Zendesk ticket information.

To start importing Zendesk users, navigate to the Integrations section of Lytics and select Zendesk.

If you haven't set up any workflows yet, you will see a list of available workflows. If you have running workflows, click "New workflow" in the top right to see available workflows.

Screen Shot 2018-12-04 at 2.12.27 PM

From the list of avialable workflows, select "Import Tickets and Users"

Click a Zendesk account that you have connected, and click Start Import.

That's it!

Lytics will now get updates from Zendesk (including new users added to Zendesk, and updates to existing Zendesk users) every 15 minutes..

Importing Zendesk Tickets into Lytics

Importing Zendesk ticket information provides you the ability to create Lytcs segments using tags associated with a ticket, the number of tickets that a person has sumbitted, their ticket satisfaction score, or whether or not they have current incidents. You might use that information to communicate with users that have high satisfactions scores differently than those who have low satisfaction scores by, for example, serving them Facebook ads with that ask them to spread the word or off a discount respectively.

To start importing Zendesk tickets, navigate to the Integrations section of Lytics and select Zendesk.

If you haven't set up any workflows yet, you will see a list of available workflows. If you have running workflows, click "New workflow" in the top right.

From the list of avialable workflows, select "Import Users"

Click a Zendesk account that you have connected, and click Start Import and you're done!

Lytics will then start importing your Zendesk ticket information and make it available for you to use when creating segments. New tickets created in Zendesk will be imported into Lytics every 15 minutes after your intial import.

Update Zendesk Users

Updating Zendesk users does two things:

  • Updates user profile fields that are empty in Zendesk with data from your Lytics account
  • Adds Lytics segment names a Zendesk custom user field

Update Empty Zendesk User Fields

To update Zendesk users with information that has entered your Lytics account through other integrations (e.g. a web-based signup form), navigate to the Integrations section in Lytics and select Zendesk.

Click on "Update Users" from the available workflows list.

You will be presented with a list of fields to update in Zendesk, and a dropdown to select which Lytics field that you want to use to update the Zendesk field with. Be sure to choose a Lytics field that doesn't originate from Zendesk if you want Lytics to update that field (if you choose a Zendesk field, Lytics will put the blank value from Zendesk right back into Zendesk).

zendesk-config

The first three fields relate the name of the user. You can provide a value for the First Name and the Last Name separately, or if you have a field in Lytics that has a user's full name, you can provide that in the Full Name field and ignore the First and Last Name fields.

Either the Full Name alone, or the First Name AND Last Name are required. If you don't have an alternate source for these fields, however, you can pass the Zendesk fields right back in from Lytics.

The Phone, Email, and Timezone fields are all optional.

If you would like to update your Zendesk user profiles with the names of the Lytics segments the user belongs to, check out Include Lytics Segment Information below, otherwise you can click on "Start Export".

Lytics will then update Zendesk with new information from Lytics on a daily basis.

Include Lytics Segment Information

The first step in adding Lytics segment information to a Zendesk user is to create a new field in Zendesk to receive this information.

Start by clicking the gear icon in Zendesk at the very bottom left of the screen:

gear

Click on "User Fields" under the "Manage" heading:

User Fields

Drag the "Text" field type to create a new field:

Text Field

You can give the field any title and description that you like, but the Field key must be member_of_lytics_group for Lytics to find it:

Create Field

Click "Create Field" and you're ready to get Lytics segment information into Zendesk.

Start a Zendesk like in the section above, but this time use the list selection tool to tell Lytics which lists you want to be visible in Zendesk.

Select Segments

After you click "Start Export", you Zendesk users will be updated with the names of the Lytics segments that they belong to. You can see this information in the lower left corner of Zendesk's user profile screen:

Select Segments

Lytics will update this information daily, along with any other fields that you chose to update your Zendesk users with.