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Zendesk Integration

Connect Zendesk, Inc. and Ortto to see all your customer data in a single view. Use this data to create powerful customer journeys, automate repetitive tasks, understand engagement, and report on the impact of customer interactions.

About Zendesk Integration

When you connect Zendesk to Ortto, your support data will be shared to your CDP alongside your other customer data such as customer information, organizational data, website interactions or campaign data (e.g. from marketing or customer revenue from sales). Your support team will never be in the dark — they will have real-time, contextually-relevant information for their customer conversations.

Ortto will automatically track events when a Zendesk support interaction starts or ends. This means you can create automatic follow-up emails or send notifications from Ortto based on these events. Or use Ortto's BI reporting or dashboards to understand how support impacts overall business metrics like revenue or retention.

With this integration, Ortto will create a Zendesk schema in your CDP. You will see your customer data, assignee, and requester information alongside fields such as ticket ID, status, priority, type, satisfaction, and more.

How to Use our Zendesk Integration in Just a Few Clicks

  1. Log in to Ortto

  2. Click on Data Sources in the left navigation

  3. Select Add New Data Source and choose Zendesk from the list

  4. Follow the prompts to connect to your Zendesk instance

With our Zendesk Integration, you can…

  • See a single view of your customer Combine all business tech stack data from all departments in a single customer profile, including marketing, sales, support, product and financial data.

  • Understand customer engagement See how engaged your customers are by using engagement scores. You’ll be able to define a custom engagement model that aligns with your business goals.

  • Take action when there is a change in engagement Trigger automated re-engagement messages when a user’s engagement drops below a level you’d like to see. If engagement lifts, you can connect with customers automatically to ask for reviews.

  • Create custom activities Track important behaviors and automate follow-up actions, report on them or utilize these in your engagement model.

  • Understand how your CS interactions impact customer retention, expansion, repeat business, churn and revenue Report across multiple objects in the CDP. You’ll be able to see if a support interaction leads to higher sales or increased adoption.

  • Personalize the customer experience Use this data to personalize your marketing interactions and target your highest-value audiences.

  • Create journeys to automate repetitive tasks Set up Slack notifications, or send emails when a ticket is created, status changes or a priority is updated.

  • Gather feedback Implement pop-ups for CSAT or NPS, trigger emails to alert your team when a response is received. Floor up on negative feedback, ask for an online review if the feedback is positive.

  • Create dashboards and reports Combine all the data from Zendesk and your CDP to track performance and report the impact of support on your business outcomes.

About Zendesk

Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 5,000 people across the world.

These leading brands are growing with Ortto

These leading brands are growing with Ortto

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