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Integrate Amplitude with Zendesk

  • 28 October 2022
  • 7 replies
  • 857 views

Hi all, anyone has experience integrating Amplitude with Zendesk? We would like to track the who views our Zendesk article which currently not provided by Zendesk. Thank you.

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Best answer by sydney.koh 1 November 2022, 00:03

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Hi Shery,

We do not have a direct integration with Zendesk so you will have to track events on your end and send them over to Amplitude server side using HTTP API or a third party like Segment.

 

https://www.docs.developers.amplitude.com/analytics/apis/http-v2-api/

 

https://www.docs.developers.amplitude.com/data/sources/segment/?h=segment 

 

Also can we turn thiis into a conversation so other Amplitude users can comment on how they did it?

 

Best,

Sydney

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@sydney.koh Thanks for providing these resources. So cool! Anyone can comment here and share their approach. I’d also be excited to learn more! 😃

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I would be curious if people have gone the other way. That is, can we get information from amplitude into zendesk easily? The usecase we would be this:

  1. Customer support gets a ticket from a user with a problem. 
  2. The user is not very clear on what his or her problem is. 
  3. Support agent would like to have an easy way to see what events the user has triggered recently and user properties associated with the user. This would help the support agent have a better understanding of what feature the user was interacting prior to having the issue and have a better understanding of who the user is. 
Userlevel 5
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Hi!

To confirm when you say from Amplitude to Zendesk does that mean you want to see what your team members on Amplitude are doing and what issues they are having with using your Amplitude instance?

 

Or do you mean tracking in your product?

 

Best,

Sydney

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Tracking on our product. 

It seems like we should be able to pass the unique internal ID to zendesk with associated information for the user. The goal would be for our customer support to easily see relevant information from Amplitude in Zendesk. 

 

Thank you! 

Userlevel 5
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Hi!

We do not have a direct integration to Zendesk so there is no automated way to pass data to Zendesk. You could either invite your support team to your Amplitude org to see user data or if you didn’t want them in the org you could share insights to them using public links:

https://help.amplitude.com/hc/en-us/articles/235717108 

Would that help?

 

 

Userlevel 6
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Hi @wlaubernds I hope all is well. I wanted to circle back and that you have everything you need to succeed with Amplitude. Please keep us posted! 😁

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