Zendesk + Process Street Integration

At Process Street, we know how important it is to have a consistent and trackable approach to customer support.

By integrating Process Street with Zendesk, you can let your employees run your customer support process at the click of a button from inside your customer support program. Not only that, but data from your support tickets can be automatically transferred to the support process, eliminating awkward data management.

This will let your technicians quickly and effectively respond to customers while letting you track the progress of each ticket and see the steps that were taken.

Use case:

  • An employee wants to run your customer support process from inside a ticket in Zendesk
  • Their manager wants to easily track and monitor the process that they followed for every support ticket

Process overview:

  • We will set up a support process to use in Process Street
  • We will create a link which runs a support checklist inside Process Street
  • We will make a button inside Zendesk which can use that support link
  • We will use Zapier to automatically update Zendesk with information from the support checklist

Let’s look at how we can do this.

Running checklists from Zendesk with a two-way sync

To launch a Process Street support process from Zendesk we’ll be using checklist run links and variables.

Run links are links which, when clicked, run a new checklist for whatever template they are based on. Variables are pieces of variable information (such as a checklist’s name, your username, and various form fields) which are automatically synced up to the original source.

Together, this run link with variables can be attached to a custom button inside Zendesk – this will let you click the button to run your support process while you’re viewing your tickets. Information from the ticket (like customer’s name and email) will then be pushed into the checklist to save you time on data entry.

Finally, we will use Zapier to automatically update the Zendesk ticket with any information entered in the support checklist, such as comments and attachments.

Zapier is a third party automation service which connects our platform with different webapps. Within Zapier’s community, there are over 750 different webapps and services you can connect to.

These connections are referred to as Zaps, and follow a “if this, then that” logic. As in, “if this happens, automatically do that.

Generally, you will only need to set up the zap one time. This gives you the time to focus on what’s important things rather than repetitive tasks.

Set up a support process

First you need a support template set up inside Process Street (if you already have one, skip ahead to the next step). The quickest way to do this is to copy our premade customer support process into your own organization.

Open Process Street’s dashboard, click “New” in the top left corner of the screen, then click “New premade template”.

process street zendesk integration - new premade

Next, enter “support” into the search bar and select the top result. Click “Customize” to add the template to your Process Street account.

process street zendesk integration - get premade support template

You can then edit this template if you want to tailor it more to your needs, but for this example we’ll take it as it is.

So, with your support process set up and ready to follow, next we need to set up the link you’re going to use to create a checklist from inside Zendesk.

To create a checklist run link, first you’ll need to open the menu of the template that you’ll be running your checklists from. In our case, this is the customer support process.

If you have the template open then this menu will be on the right-hand side of your screen, but if not, click the cog next to the template’s name in your dashboard.

Once the menu is open, click the “More” button.

process street zendesk integration - template cog and more

Next, click the “Run checklist link” option.

process street zendesk integration - run checklist link

Now you have a couple of choices. If you want, you can take the link shown to you right now and carry on. When clicked this link will create a support checklist, but it won’t push through any information from Zendesk.

You can also control who can create checklists using this link by selecting one of the options below the link. Checklist creation can be either limited to only those who belong to your Process Street organization, or just anybody who clicks the link.

process street zendesk integration - run checklist link basic

To change the link to push through information from Zendesk into your support checklists you’ll need to click “Link options”. This will show a dropdown menu from which you can choose what variables you want to use.

Remember, variables are pieces of variable information in your checklist, such as the checklist name or the contents of various form fields. For example, if we wanted the support checklist’s name to automatically be the same as the support ticket’s ID in Zendesk, we’d include the “checklist name” variable.

In this case, we want to automatically push through the following information through from Zendesk:

  • The checklist’s name
  • The Zendesk conversation ID
  • The ticket body
  • The email of the user submitting the ticket

As such, we’ll add those four variables (form fields) to our run link before continuing.

Also, any variables you add will be added to the end of the checklist run link, so make sure you set up your variables before copying it!

process street zendesk integration - run checklist link edited

Save this link for later (or just keep the link window open) as we move on to creating the button which will use it in Zendesk.

You can also learn more about checklist run links by watching the video below.

Make a custom button inside Zendesk

We’ve got the link to start a checklist inside Process Street, but now we need to set up the custom button inside Zendesk which the link will be used on. This will let you click the button from inside any conversation in Zendesk to run a support checklist and pass through the variable information we set up earlier.

First, go the “Admin” section of Zendesk by clicking the cog in the bottom left side of your screen.

process street zendesk integration - zendesk admin section new

Next, you need to go into the “URL Builder” app. If you don’t have this installed already, you can find it by browsing Zendesk’s marketplace.

process street zendesk integration - zendesk url builder new

Now you need to head on over to the “Install Instructions” tab of URL Builder. This will show you a sample piece of code which can be used to create your custom button, which is great to quickly make your button without any coding knowledge yourself.

Copy the sample piece of code shown below (you don’t need to copy “javascript”).

process street zendesk integration - zendesk copy code new

Paste this code into anywhere you can edit the text. In this example, we’ll use Evernote.

process street zendesk integration - zendesk button code evernote new

Next, replace the example URL (the part highlighted in the image above) with your checklist run link. The code should then look something like the image below, depending on the variables you’re using.

Once you’ve pasted the link, you now need to set up what information each variable in your checklist will use. For example, the ID of the ticket in Zendesk needs to be linked back to the “Zendesk conversation ID” variable.

Back in the “Install Instructions” section of URL Builder in Zendesk, you’ll see the “Available Placeholders” section. This contains all of the possible pieces of information you can set to be pushed into your new checklist, including the ticket ID, user email, and so on.

To push this through, copy the code for a placeholder and replace the “XXX” in your run link for the corresponding variable.

For example, let’s say that we want to set our new checklist’s name to be whatever the ticket ID in Zendesk is. To do this, we’d copy the “{{ticket.id}}” piece of code from the URL Builder and paste it to replace the XXX in the checklist_name=”XXX” section of our button’s code.

You should also change the “First Title” section of code to be whatever you want the button to be called in Zendesk.

process street zendesk integration - zendesk button code ticket id new

Once you’ve finished setting up your variables, copy the code you’ve created and open the “App Configuration” section of the URL Builder.

Paste your code into the box provided, then click “Save settings” to create your button.

process street zendesk integration - zendesk final button code new

Your custom buttons will now show in the right-hand side of your screen while viewing a ticket in Zendesk.

process street zendesk integration - zendesk custom buttons new

Set up a Zap inside Zapier

We use the third party automation service Zapier to connect our platform with different webapps. Within Zapier’s community, there are over 750 different webapps and services you can connect to.

These connections are referred to as Zaps.

Generally, you will only need to set up the Zap one time. The Zap will then automatically carry out whatever task you’ve set it to do, saving you a huge amount of time and effort going forwards.

These work by letting you set a “Trigger” and “Action”, with the idea that “if this happens, Zapier will automatically do that“. When Zapier detects that the Trigger event has happened, the Action will be carried out.

This is what lets us set up the two-way sync between Zendesk and Process Street. While information can be pushed from Zendesk into your new support checklist with your new custom button, in order to push back any information entered into your checklist, you’ll need to use Zapier.

Log into Zapier and create a new blank Zap. Once you’re inside it, set the Zap’s Trigger app to Process Street and Action app to Zendesk.

process street zendesk integration - zapier trigger

Once you’ve linked your respective accounts, the options you have are only limited by what you can think of, and what information you want to push from Process Street back to Zendesk.

The Process Street Trigger will need to be “New Attachment”, “New Task Checked”, or “New Comment”, depending on when you want Zapier to push information back into your ticket. If you want to have Zapier detect multiple events, you’ll need to create separate Zaps for each.

In the “Options” section for your Trigger all you need to do is make sure that you have the right template selected. In our case, this is your customer support process.

process street zendesk integration - zapier trigger options

Setting up the Action that Zapier will carry out in Zendesk is much the same – you need to choose the app, connect your account, and so on. The best option for pushing information back into Zendesk is to “Attach File to Ticket”, since this will keep everything documented clearly and in chronological order.

process street zendesk integration - attach file ticket

Check out our full business process automation guide for full details on how to automate the tasks you hate.

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