Integrate Zendesk

1 min

The Optimizely Data Platform (ODP) integration with Zendesk sends your customer engagement data, including support tickets and satisfaction surveys, to ODP for additional segmentation and personalization options within ODP campaigns.

You can send the following available data:

Customer data – Customers from Zendesk, including attributes such as the name, email, organization of the user, user time zone, and language associated with the customer.

Tickets data – The ticket activity and attributes, including whether a ticket was opened/closed, and information about the ticket like type, status, priority, and agent.

Satisfaction data – The reason, rating, agent, score, and comment for a ticket's satisfaction information. This data displays in ODP connected to a Support Satisfaction event type.

Configure Zendesk

In your Zendesk account, go to Settings > API > Password Access.

Toggle the Password Access setting to Enabled.

In your ODP account, go to Data Setup > Integrations.

Locate the Zendesk card and enter your credentials.

Click Save to start importing your customers, satisfaction ratings, and tickets. This process can take hours, depending on the number of tickets and customers you have. After the initial import is completed, Zendesk sends information to ODP every 15 minutes.