How to integrate SAS with Zendesk
Zendesk is an online support ticket system that enables you to keep track of all new support tickets submitted by your customers, whether online or via phone. If your business uses this software, integrating your account with the Zendesk app in the portal will automatically push data from your calls into your ticketing system. This eliminates the need for you to do double the work, converting messages into Zendesk cases.
In this article we'll discuss:
Connect Zendesk with Your SAS Account
Setting Contact Data Parameters
If Send call data on behalf of email provided by caller. is chosen, cases will be created under the email address the caller provides. Note that if the caller does not provide an email address, data will be sent from email@example.com by default.
If Send call data from firstname.lastname@example.org is chosen, cases will be created under the email address email@example.com.
If Send data from email address is chosen, cases will be created under the static email address you enter.
If Don't update existing contacts. Create new ones. is chosen, SAS will look for an email match in your Zendesk installation. If there is no match, it will create a new case and a new contact. If there is an email match, it will just create a new case.
If Update contacts by overwriting any data with details from SAS. is chosen, SAS will look for an email match in your Zendesk installation. If there is a match, it will overwrite any existing customer data with data we've received from the call.
If Update contacts by appending details from SAS without overwriting existing data. is chosen, SAS will look for an email match in your Zendesk installation. If there is a match, it won't overwrite data but will add any new details received.
Create Your Support Ticket
Once the configurations are set, you'll need to create the content of the case we'll be starting in Zendesk.
Keep in mind that you can build a separate integration for every script path, each with their corresponding step labels.
Click and drag the variables from the left side to the box on the right.
Zendesk Custom Mappings (Optional)
Once the data section is complete, you can map your call data directly to specific Zendesk fields by adding Custom mappings.
SAS will allow you to use specific SAS script variables to populate Zendesk's support ticket fields. If you select SAS, the second column will allow you to select a script variable.
Text gives you the option to type your own data rather than using SAS variables. If you select Text, the second column will be a blank box where you can type specific information.
The Object drop down gives you options for Users or Ticket. In Zendesk, Users and Ticket both have their own default fields, such as Name or Group. The Object determines which default fields will be available.
The Type drop down gives you options for Standard or Custom. Selecting Standard will bring up the default fields for the Object you selected. Setting it to Custom will bring up any custom fields that you have built into your Zendesk system.
The last drop down will display the Standard or Custom fields within your Zendesk setup.
Integrate Zendesk Into Your Script
With all of your integration settings complete, you'll need to add the integration into your SAS script.
NOTE: Some integrations and access to external websites are restricted to designated operator distribution groups. If you are adding either to your script, please reach out so we can make sure your account is assigned to the proper distribution.