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Zendesk Integration

Setting up the Zendesk integration and understanding how it works

S
Written by Support

Help Guide Sections:

The basics:

Zendesk provides customer service software and support ticketing system that helps businesses manage customer interactions across various communication channels.

Integrating Planbase with Zendesk would enable businesses to forecast customer interaction volumes, generate staffing plans based on service level agreements (SLAs), and track agent availability and activities in real-time, enhancing overall efficiency and adherence to customer service metrics.

Our integration with Zendesk will:

  • Sync all Zendesk tickets that are mapped to specific channels in Planbase

  • Sync ticket statuses (New, Open, Pending, Solved, Closed) from Zendesk to

  • Sync Zendesk agent states to Planbase based on the persons email in Planbase and Zendesk

Setup: Enabling the Zendesk integration

Step 1: Authenticate Zendesk with Planbase

  • Planbase connects to Zendesk using OAuth 2.0, allowing it to make API requests on behalf of your account, potentially increasing your API usage.

  • To integrate your Zendesk account with Planbase, a Zendesk administrator must go to Planbase's integration page and click on the Connect button for the Zendesk integration.

  • SCREEN SHOT HERE

💡 To connect Planbase to your Zendesk account, you will need your Zendesk subdomain. Find it in your URL (e.g., https://yoursubdomain.zendesk.com) or retrieve it from the Remind me page, which lists subdomains linked to your email.

  • Once the connection to Zendesk is successful, the Connected field will turn green.

  • If you run into any issues during this step, please reach out to our Support team.

⚠️ Changes to the Zendesk admin's permissions, like account deletion, will disrupt the Planbase integration. If the initial admin leaves, a new admin must disable and then re-enable the integration to prevent data loss and ensure it continues to function.

Step 2: Configure the integration

  • The next step is to map the ticket fields from Zendesk into Planbase objects

  • This can be accessed by clicking the green Connected button under the Zendesk integration

Step 3: Setting up Planbase SLAs for Zendesk

  • In Planbase SLAs are a way to categorized ticketing data into different groups

  • These groups have Service Level Agreements (SLAs) attached to them which allow you to build staffing plans

  • To set up your Planbase SLAs for your Zendesk integration, we recommend following the steps in our SLA configuration guide.

⚠️ Planbase will not pull in a ticket if any of the below fields are blank

Step 4: Verifying the connection

  • Due to the large volume of ticketing data the inital sync may take up to 1 hour.

  • To verify if the Zendesk integration is correctly pulling ticket data go to Planning and view "actual" tickets for a previous time period

⚠️ If there are no values or numbers that do not match your Zendesk case volume, please reach out to our Support team.

⚠️ If an agent is in a different state in Zendesk from what you’re seeing in Planbase, please reach out to Support.

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