How to integrate and use Zendesk Support with Zuper?

The Zendesk-Zuper integration helps the user connect the Zendesk support tickets with Zuper. The bi-directional data flow based on the settings allows the user to update the ticket details on both Zendesk and Zuper.

 We are going to see two different setups:

Zendesk – Zuper Integration

Zuper – Zendesk Integration

A.   Zendesk-Zuper Integration:

To get the API keys for Zendesk-Zuper integration, follow the steps below:

1. Select the “Settings” module from the left panel. 

2. Click on “Account Settings” under “General Settings.”

3. Now select “API Keys” and click on “+ New API Key.”

4. Type API Key name as “Zendesk” and click on the “Create” button.

5. Copy the API key displayed.

You need to land on the Zendesk support page and integrate the Zuper with Zendesk by following the steps:

1. Select the “Settings” module from the left panel.

2. Select the “Go to Admin Center” option.  

3. Choose the “Apps and Integrations” subsection under the “Admin Center” section.

4. Select the “Market Place” option present at the top of the page.

5. Search for the "Zuper" app under the filters option. 

6. Select the “Zuper” app from the list.

7. Choose the “Install” option to establish the Zuper integration.

8. Enter the Mandatory fields: “Title” and “API Key” (Zuper’s API key), and if required, fill in the Optional fields: “Zendesk Ticket Type,” “Zuper Default Job Category,” “Push Comments to Zuper Automatically,” “Enable Role Restrictions,” “Enable Group Restrictions.”

9. Select the “Update” button to save the preferences.

By following the above steps, you can now easily integrate the Zuper with Zendesk. 

B. Zuper – Zendesk Integration:

To get the API keys for Zuper-Zendesk Integration, follow the steps below:

1. Click on “Go to Admin Center” under “Settings” from the left panel.

2. Now select “Apps and Integrations” and click on “Zendesk API.”

3. Select “Add API Token” to create the new API key.

4. Type the API Token Description name as “Zuper” and copy the “API Key.”

Note: Make sure to copy and store this API token. Zendesk won’t show it again after clicking Save or leaving this page. 

You need to land on the Zuper web app and integrate the Zendesk with Zuper by following the steps:

1. Click on your profile picture on the top right corner of the page, which will open the list of options. Next, click on the “App Store” link. 

2. You will be redirected to the “App Store.” Click on “CRM” under “Browse by Category” on your left and click on “Zendesk.”

3. Enter the Mandatory Fields: Zuper API Key, Zendesk API Token, Zendesk Agent Email, Sync Zuper Status Updates, Sync Zuper Job Status, Zendesk Status Field Name. 

4. Enter the Optional Fields on the Zuper from the field details taken from the Zendesk support page: Zendesk Assignees Field Name, Zendesk Start Date Field Name. Zendesk End Date Field Name, Zendesk Customer Signature Field Name, Zendesk Ticket Closure Statuses.

5. Select the “Update” button to save the preferences.

C. Zuper - Zendesk Sell/ Support Field Equivalents:

Deal ID / Zendesk  ID - The deal ID / Zendesk ID is a unique ID of Zendesk Sell / Support that is getting pushed to the Custom Field of Zuper for identification purposes. 

D. How does Job creation work in Zendesk?

1. From the right panel of Zendesk - Choose “Create Job” to create a new job. You need to fill the following tabs :

      Customer Details Tab - Enter the client’s details. 

     Job Details Tab - Enter the work order details.

      Assign Employees - Assign the field technicians using assisted scheduling option. 

2. Asset Picker helps you to select the resources from Zuper’s Jobs module of Zendesk.

3. Parts Picker helps you to select the parts from the Zuper’s Jobs module of Zendesk. 

4. Contract Picker helps you to select the agreements from Zuper’s Jobs module of Zendesk. 

5. Assisted Scheduling:

Assisted Scheduling helps you to choose the time slots based on the Slot View or Resource View

Slot View - Based on the category chosen, time slots are shown. 

Resource View - Based on the user availability. 

6. Live Tracking:

Live tracking of the field executives can be done from the Jobs module of Zendesk.

You can use assisted scheduling feature from Zuper while creating a Job in Zendesk.

E. Overall Flow:

By following the above steps, you can now easily integrate Zendesk with Zuper. 

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