Before You Begin

Make sure that Sprinklr Service is enabled in your environment. 

Use Cases

• Create tickets and associate messages from Sprinklr into Zendesk.
• Reply to social messages from Zendesk using Sprinklr iframe.
• Map Sprinklr users to Zendesk users.
• Sprinklr governance, permission and user access controls on supported Zendesk actions.
• Automate creation and association of messages to Zendesk Tickets.
• Report on Zendesk Tickets created from Sprinklr

To Download and Configure the Sprinklr App in Zendesk

Sprinklr App in Zendesk

To Configure Zendesk Integration in Marketplace

Zendesk Integration is used to manage the messaging system of Zendesk through Sprinklr. You can respond directly to the social media by incorporating Sprinklr reply/comment window in an iframe added in Zendesk native account. The basic flow of Zendesk integration is used to provide the creation of Zendesk ticket and comment (both manually and via rule engine). This allows the user to use iframe for the social response. 

1. Click the New Tab icon . Under the Governance Console, click Manage Marketplace within Integrations.
2. In the Market Place window, scroll down to the CRM Systems section and click Install for Zendesk.
3. In the Install Zendesk pop-up window, enter a Name and Description.
4. Next, fill out the subDomain, appKey and appSecret to integrate Zendesk within Sprinklr.
5. Click Save in the bottom-right corner.
6. Next, update Add User, User Mapping, Zendesk User Mapping, Field Mapping and Layout as per your requirements.
7. Under Add User, click Add User to authenticate Zendesk into Sprinklr.
8. In the Zendesk native window, you will be prompted to login natively using the credentials for your native account and perform the authentication.
9. Once the application is authorized and gets added on the platform, you'll be redirected to the User Mapping window where you can update the details of your application. If you wish to add an additional Zendesk user, click the Add User icon  under Zendesk User and select the desired user. 
10. Under User Mapping, select the desired Sprinklr User and Zendesk User from the drop-down menu.
11. Under Zendesk User Mapping, select the desired Sprinklr User and Zendesk User from the drop-down menu.
12. Under Message's Field Mapping, select the desired Sprinklr Message Fields and Zendesk Ticket Fields from the drop-down menu.
13. Under Ticket Layout, you can edit a Ticket Layout by selecting it. 
14. Click Save in the top right corner to configure Zendesk.
15. After configuring Zendesk Integration in Marketplace, click Governance to edit the user availability. In the App Governance Zendesk pop-up window, add Users/Groups/Accounts to be available within the Integration.

To Auto-Create Zendesk Case in Sprinklr

1. Click the New Tab icon . Under the Sprinklr Social tab, click Manage Rules within Triage.
2. In the top-right corner of the Rule Engine window, click Create New Rule.
3. In the New Rule window, enter a Name and Description for your rule. 
4. Select Customer / Workspace from the Rule Scope drop-down menu and Inbound from the Context drop-down menu.
5. If you want, modify the values for Activation Date and Rule Execution Batch. To proceed with the default values, click Next.
6. On the Rule Builder window, click the    icon and select Add Condition to set up specific task scenarios that must be met for subsequent actions to execute. You can also chain multiple conditions together to refine the scenarios. 
7. Next, Under Conditions Applies To "CRM", set Does any message in the conversation have a CRM case associated to it as Yes.
8. To configure actions in a rule, click the    icon and select Add Action on a Y  branch of a condition: 
   1. Under Actions To "CRM", choose a desired Zendesk app from the drop-down menu for Select an Application.
   2. Next, Select a CRM Action as Create Case from the drop-down menu. 

      Tip  Apart from Creating a Case, Rule Engine support many other CRM Actions to configure/integrate other CRMs in Sprinklr.

9. Click Save in the bottom right corner to finalize the creation of your new Rule, or Save as Draft to create a draft version of your Rule.

To Manually Create a Zendesk Case 

1. Click the New Tab icon . Under the Sprinklr Social tab, click Engagement Dashboards within Engage.
2. In the Engagement dashboard, select a message that you would like to create a Case for.
3. In the top-right corner of the Message details pane, hover over the Options icon  and select Zendesk from the drop-down list alongside Create Case.
4. In the Create Case window, fill in the details as desired. Note that your preview of the social message on which the case will be created is on the right side of the window.
5. Click Create Case in the bottom right corner to create a new case.

To View and Access the Zendesk Case Workflows 

1. Click the New Tab icon . Under the Sprinklr Social tab, click Engagement Dashboards within Engage.
2. In the Engagement Dashboards window, click the Zendesk Case Number to redirect to Zendesk Case. 
3. In the Zendesk window, the fields on the case are directly pushed from Sprinklr. If you wish, you can map any case custom field on Sprinklr to Zendesk case fields.
4. In Sprinklr iframe, you’ll be able to view the Associated Messages of the case. 
5. Enter the response and click Send in the bottom right corner to send the response to the customer on the social directly.