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Zendesk Integration

Swathy
June 10, 2022

Zendesk is a cloud based customer support application which helps in tracking and managing customer support tickets, enabling the support teams to resolve customer issues effectively.

Hellonext for Zendesk integration make it easy to capture and manage user feedback or feature requests right within Zendesk in a tidy way. This one way sync from Zendesk to Hellonext allows you to record customer feedback on Hellonext directly from Zendesk by ways like upvoting a feature request to recording new feature requests/bugs.

This article covers:

  1. Getting started with the Hellonext - Zendesk integration

    • Step 1: Installing Hellonext on Zendesk

    • Scope for Hellonext - Zendesk Integration

    • Step 2: Connecting Hellonext Organization to your Zendesk account

  2. Workflow

Getting started with the Hellonext - Zendesk integration:

Step 1: Installing Hellonext on Zendesk:


  • From the Zendesk Marketplace, search for Hellonext.

  • Click on Hellonext and click on the Install button

  • Enter your Zendesk URL to authenticate the integration and click on Sign in

  • This will take you to the page where Hellonext is integrated into Zendesk. Now, click the Install button.

  • This should complete Hellonext installation on Zendesk and Hellonext will now be listed in the list of Currently Installed applications of your My Apps section in Zendesk.

Scope for Hellonext - Zendesk Integration:


read - This is to read ticket data from Zendesk into Hellonext.

Step 2: Connecting Hellonext Organization to your Zendesk account:


  • Access your Admin Dashboard in Hellonext and click on Organization Settings from bottom left corner.

  • Toggle to the Integrations tab → go to the Zendesk section and enter your Zendesk subdomain.

  • Now, click on the Connect button.

  • That's it! You've now integrated Hellonext with Zendesk. Click on Manage Integrations to return back to your Hellonext integrations page.

Workflow


When one of your customers submit a ticket proving feedback for your product, be it a new one or an existing feedback, you can record it on Hellonext either by creating a new post or upvote an existing post, using the Hellonext application directly on the ticket's page.

  • You can bring up Hellonext application by clicking on the Apps icon over the right panel of any Zendesk ticket's page.

  • Clicking on New Submission will present you a form where you can enter the title of the post, a description, choose the relevant Hellonext Board for the post and click on Submit to post it.

  • Switching back to Hellonext, as you are aware, when the Auto Upvote option is enabled in Board settings the submitter of a post will automatically be added as an Upvoter to the post.

  • With this option enabled, when a post is submit from Zendesk, the Upvoter profile will now include a tag called Zendesk indicating that this was a feedback submitted by a Zendesk user.

Note: If you have Post Moderation enabled you would have to approve the post so it is visible publicly. More about this here!

We are definitely not stopping here! Our team is working on bringing a lot of other cool features into this integration flow to make your tasks easier!

Here’s a screen recording which will take you through these steps:

Seems rather easy and simple to follow doesn’t it? That’s because it is! Do feel free to reach out to us if any queries should arise! :)