The Support View app provides visibility to support tickets that clients have opened from the Zendesk interface. If the CSM has a Zendesk license, a link to each ticket is available in the view that will open the ticket directly in Zendesk in a new browser tab.

Historical tickets are populated by Zendesk. The tickets are not actually stored in ClientSuccess so the support view is a simple integrated view into that software. Zendesk will provide visibility up to 100 tickets.

This article covers specifics about the Zendesk integration. These are required in order to complete the integration.

Step 1: A Zendesk "company ID" is required to associate each company from Zendesk with its respective client record in ClientSuccess. On your initial integration of CS with Zendesk, this can either be done one by one as clients are added to ClientSuccess in the support view window, or we can help you with the first-time association in bulk by sending them to us as a csv import via support@clientsuccess.com. The import MUST include the Zendesk Company ID and the client name EXACTLY AS IT IS IN ClientSuccess. If the company names are not exactly as they appear in ClientSuccess, we will not be able to match them to the Zendesk ID.

If ever you need to manually associate the Zendesk ID, its as simple as entering the name of the client and clicking the "Save" button in the support view in your client record of ClientSuccess:

This article explains how to create Organizations in Zendesk and how to locate the Organization ID.

Here is a link to a Zendesk Article that reviews how you are able to export your Zendesk Organizations. Once you have that list, you can send a CSV file to support@clientsuccess.com to get the those Zendesk IDs uploaded in bulk. You will also be able to our import tool to ingest this data yourself.