Zendesk

Updated 3 months ago ​by Sanne Stevens

GETTING STARTED GUIDE: How to set up a new connection? 
ALL FEATURES EXPLAINED: All our features/functionality explained in detail - no app-specifics. 

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automation. This helps you get straight to what matters most! Better customer service and more meaningful conversations. Below you'll find detailed information, specifically for Zendesk integrations:

Supported Zendesk Integrations


Authorizing Zendesk 

We simply ask your Zendesk subdomain and login details to connect your account.


If you already authorized your Zendesk account(s) in the past or in any other PieSync integration,
you'll be able to the first part of the authorization and choose from your CONNECTED ACCOUNTS.

[IF] Supported Conditions/Filters

  • TAGS
  • ACTIVE/INACTIVE
  • SUSPENDED/NOT SUSPENDED
  • VERIFIED/NOT VERIFIED
  • END-USER YES/NO 
  • FIELD VALUES (INCLUDING CUSTOM FIELDS) [contains/does not contain/has any value/equals/does not equal/...]
  • ALREADY EXISTING IN APP YOU SYNC WITH

[THEN] Supported Actions

  • ADDING/REMOVING TAGS
  • UPDATING FIELD VALUES (INCLUDING CUSTOM FIELDS)

Default Field Mapping

Depending on the other app you're syncing with, you'll see a number of standard Zendesk fields being mapped by default. For instance, in a connection with Office365, the default field mapping looks like this:

PieSync syncs the default name field(s) that come with the apps. Sometimes they have a different structure in both apps you connect. E.g. first and last names are separate in app A and joint in one field in app B. In the background, PieSync joins first and last names together from app A to B and separates them again from app B to A. Our algorithm is smart about which part it updates in app B.

Customizable Field Mapping 

You can custom map your Zendesk Custom Fields and any additional standard fields that aren't included in the default mapping yet. Bear in mind a mapping between two fields can only exist if the types of fields are compatible and the particular compatibility will determine the direction of the mapping as well. More information on Customizable Field Mapping HERE

Additional Options

Syncing Deletions

In connections between Google Contacts and Zendesk, you are able to SYNC DELETIONS one-way. When a contact gets deleted in Google Contacts, we add the tag 'PieSync Trash'  to that same contact in Zendesk. You will be able to review this segment first before deleting or taking any other action in Zendesk too. 

Syncing Unsubscribes

In connections between Zendesk and some marketing tools we support such as e.g. MailChimp, you are able to SYNC UNSUBSCRIBES one-way. When a contact gets unsubscribed in your marketing tool, we add the tag 'PieSync Unsubscribes'  to that same contact in Zendesk. You will be able to review this segment first before taking any action in Zendesk too. 

The availability of additional options in our sync is app and connection dependent. If the box (screenshots above) is not there to tick, it's simply not possible. We need to be able to detect deletions and/or unsubscribes on one side and at the same time be able to create a new segment 'PieSync Trash' or 'PieSync Unsubscribes' on the other side. 
Thanks to the feedback we have already received, we created a list of popular apps that we’re going to work on very soon. By voting them up in our pipeline, YOU decide which connectors we’ll release first. If you don’t see your app on the list or need any further help, drop us a line - support@piesync.com. Don't forget to read our blog for the latest in productivity, apps, and technology!  

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