Connecting Zendesk and Yotpo SMS & Email

Goals and Outcomes

Integrating Zendesk with Yotpo SMS & Email allows you to manage customer communications seamlessly, ensuring you never miss a message. This integration lets you monitor SMS chats effortlessly, respond to customer inquiries promptly, and streamline workflows by consolidating your support channels. By connecting these platforms, you enhance your support capabilities, boost efficiency, and strengthen customer engagement.

Zendesk Integration Overview

Integrating Zendesk with Yotpo SMS & Email streamlines your customer support by consolidating SMS communications into Zendesk's platform. This integration allows you to manage SMS chats directly within Zendesk, ensuring timely and effective communication with your customers. To get started, log in to your Yotpo SMS & Email account, navigate to the Integrations section, and select Zendesk to begin the setup process.

Important

You must have an active Zendesk account to complete this integration and have the Yotpo SMS & Email chat feature enabled.

Connecting to Zendesk

1. Click on the Zendesk Integration in the Integrations page.

2. Select Connect Zendesk to launch the integration wizard.

3. Review the access permissions and click Next to proceed.

4. Enter your Zendesk domain in the provided box and click Connect.

5. In Zendesk, review the access permissions and click Allow to complete the integration.

Choose Set Up Zendesk to configure your integration settings immediately or click Do This Later if you’d prefer to return to it later

Visual Walkthrough

Configuring Your Zendesk Integration

In the Settings section, you can Enable or Disable the integration as you see fit or enable the split message option from the checkbox. You can use it to avoid unnecessary signatures that add additional characters to your SMS. Just type the beginning of the phrase you wish to exclude, and SMS & Email will remove it.

Go ahead and test the integration to see if everything is running smoothly! Create your first test ticket and simulate a conversation.

Using Zendesk with Email Flows

To set up your Zendesk support email as a reply email, access the Admin Center in your Zendesk account and navigate to Channels > Talk and Email > Email. Copy your Zendesk support email and paste it into your Yotpo SMS & Email settings as a reply-to option for your customers when sending email messages. In the email action step of a flow, select your Zendesk email as the reply-to address. This ensures that any customer replies are sent directly to your Zendesk account, keeping your communication streamlined and efficient.