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.
Zendesk Company ID
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 firstname.lastname@example.org. 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:
Step 2: Obtain an individual Zendesk company ID
Obtain all company IDs
Getting the Zendesk IDs is simple. Once you are signed into Zendesk, load this URL in your browser:
You’ll need to replace “[subdomain]” in the sample URL above with your actual Zendesk subdomain.
If you have more than 100 organizations, you’ll have to add a page number onto the end of the URL, like this:
The results that appear on the screen will look like code.
Steps 3 and 4: Submit a support request to email@example.com and include the following...
3: Copy and paste the outcome of step 2 above, for support to extract the org IDs from that and import them into ClientSuccess for you
NOTE: If you do not have an external ID that you are pairing, we will default pair to the customer name which the Zendesk name MUST match the ClientSuccess name exactly in order for us to properly pair the two.
4: Ask support to "turn on the back-end support switch" in this same email message.
Note: If you end up with this message in the support app window, support has not yet enabled the back-end switch.