Zoom Whiteboard Tutorial (Step-by-Step Guide)
Jake Lizarraga
Zendesk is a customer service solution used by over 130,000 businesses worldwide — but a big part of what makes the platform so valuable is how you can seamlessly connect it with other tools in your tech stack. This guide will go over 14 must-have Zendesk integrations that you should be using.
Let's dive in!
How many integrations does Zendesk have?
As of May 17th, 2024, there are 1,710 integrations in the Zendesk Marketplace across categories like productivity, analytics, marketing, CRMs, IT, AI, and more.
Most Zendesk integrations are free to install — 1,176 in total — but you may still need to pay for an actual subscription to those products.
14 must-have Zendesk integrations
The sections below will cover the most popular Zendesk integrations along with our own favorite apps:
1. Geckoboard
Geckoboard is a real-time KPIs dashboard that helps you track and visualize Zendesk data. In addition to displaying quantitative data, Geckoboard also lets you incorporate qualitative feedback into your dashboards by including CSAT comments.
Each dashboard can also offer an at-a-glance look at how many Zendesk support tickets are new, closed, or unassigned. If you have omnichannel routing set up on your Zendesk account, Geckoboard will even be able to show you agent availability and workload distribution across different channels.
Because Geckoboard uses a visual interface to display your data, it's easy to pick up on sudden spikes in new ticket volume, declining first reply times, or pipeline issues that need your immediate attention. You can also use Geckoboard to set daily or weekly goals for specific KPIs.
Geckoboard actually has three separate apps for Zendesk — one for each use case. This means you can integrate Geckoboard whether you're using Zendesk Support, Sell, or Chat. Geckoboard also has a Slack integration that you can use to send dashboard snapshots to your workspace on a recurring schedule.
2. eWebinar
eWebinar is an automated webinar platform that lets you create your presentation once then turn it into an evergreen asset that's available on-demand or set to run on a recurring schedule. It’s a poorly kept secret that webinars are hands down the best way to onboard and train users.
Disclaimer: Not every company needs webinars to be a part of their customer success strategy. However, for those with complex products, onboarding and training webinars are absolutely essential — albeit impossible to scale without automation.
Onboarding and training webinars create a two-way conversation between the user and the customer success manager showing them the ropes — making it possible to answer any questions in real time.
The only drawback is that hosting repetitive training webinars can be a major time sink. To continue reaping the benefits of webinars without using up the time of every member of your customer success team, automating your onboarding webinars is the only path forward.
Webinar automation allows you to scale indefinitely without being bottlenecked by your team’s availability. It also ensures that your onboarding webinars will never grind to a screeching halt whenever certain team members call in sick or go on vacation.
By recording a webinar once and then making it available on-demand or on a recurring schedule, you’ll also make it more convenient for users to attend — which doubles attendance rates for most of our customers while 6x’ing attendance for certain CS teams like Later:
To experience the power of automated webinars for yourself, watch our on-demand demo!
eWebinar’s robust chat lets you reply to messages live or respond asynchronously at your convenience. You’ll even be able to add interactions like polls, quizzes, and questions that help you collect customer feedback from webinar attendees without having to be there.
The Zendesk integration for eWebinar lets you replace the native webinar chat with Zendesk Chat. This means that all conversations with webinar attendees will be captured and accessible within your Zendesk account — allowing agents to reply from a single dashboard without switching tabs.
Tip: eWebinar can also integrate with Zendesk Sell via Zapier and has native integrations for other CRMs like Salesforce, HubSpot, and Keap that automatically forward webinar registrant information to your database.
Installing the integration is quite simple. All you have to do is copy your snippet key from the Zendesk admin dashboard and then paste it into eWebinar during the integration setup process. See the exact steps by reading our help center article!
3. Klaus
Klaus is an AI-powered quality management platform that aims to improve average handle times, reduce cost per ticket, and save time by automating the QA process. The solution analyzes every single customer conversation to provide a comprehensive evaluation of your customer service team.
Each conversation is automatically scored by Klaus in order to measure performance over time and highlight trends. Its unified KPI dashboard shows you IQS, CSAT, FCR, and NPS metrics in one place to give you an accessible overview of all data.
It also makes life easier for managers by highlighting conversations that need to be reviewed and presenting coaching opportunities for specific agents or processes. Furthermore, onboarding new customer service representatives is twice as fast on average when using Klaus' automation features.
In addition to the integration that you can install through the Zendesk Marketplace, Klaus also has a Chrome extension that you can use to review conversations, ratings, and feedback. You can even drag or resize the extension popup as needed to keep it from obstructing other workflows.
4. TypeGenie
TypeGenie is an AI-powered autocomplete Chrome extension that suggests sentence continuations while your agents type to help them respond to customers faster and reduce average handle time. The more you use TypeGenie, the faster its suggestions improve.
Eventually, its deep learning algorithm will have enough data to suggest sentences that are almost always consistent with your existing support approach and brand voice. Beyond its Zendesk integration, TypeGenie also works for support teams using Freshdesk, Intercom, or Salesforce.
Pricing starts at $20/month per user (which is already quite expensive) but you'll have to upgrade to the Enterprise plan if you want to use TypeGenie for unlimited languages. Enterprise users who can afford the cost will get access to English, Spanish, French, German, Dutch, Swedish, and other languages.
Tip: Due to TypingGenie's price, it may be more cost-effective to train agent typing speeds or use canned responses. Zendesk AI actually scans through all tickets and generates a list of "macro suggestions" in the Admin Center — which can then be saved as canned responses or dismissed.
5. Nicereply
Nicereply is a customer experience platform with a survey tool built specifically for Zendesk. You can trigger a survey after tickets are resolved, embed them at the bottom of outbound support emails, or enable both to maximize response rates.
You can use these surveys to measure customer satisfaction scores, customer effort scores, and net promoter scores. Admins will then be able to analyze trends while monitoring the average CSAT, CES, and NPS scores of each agent — along with the number of ratings they've received.
Agents can also use Nicereply's sidebar widget to see the aggregate CSAT and NPS scores from their tickets then benchmark that against the company-wide average right below their agent dashboard. Your agents will even be able to check the feedback history of each customer to see previous ratings.
Nicereply works on usage-based pricing starting at $79/month for 100 responses and increasing from there based on total response volume. Because pricing is based on responses, you aren't charged for unanswered surveys.
Tip: Use Nicereply's survey throttling feature to avoid overwhelming customers and exclude them from receiving additional surveys for X number of days.
6. Hootsuite
Hootsuite is a social media management platform that lets you turn messages from Facebook or Twitter with its Zendesk integration. You can create Zendesk tickets in a single click that will include the full conversation history along with any attachments that the customer has sent to your Hootsuite inbox.
Tip: When creating Zendesk tickets from Hootsuite, first go into contact attributes to verify that the customer's correct email is saved before generating the new record.
Once the ticket has been created, a link will be embedded in the top-right corner of the conversation so you can view it in Zendesk at any time. You'll also be able to update tickets, add comments, or leave internal notes for other team members.
When the integration is set up, you'll be able to monitor a stream of all Zendesk tickets from your Hootsuite dashboards which you can then filter by status, group, and assignee. You can even search for support tickets using specific keywords to hone in on recurring issues.
7. Mailchimp
Mailchimp is an email marketing platform that has a two-way integration with Zendesk to help you monitor activity across platforms. Your support team will be able to see which Mailchimp email campaigns a customer has received prior to opening a Zendesk support ticket
Warning: The separate Mailchimp Campaign integration doesn't work and refuses to load. Those looking to manage their email campaigns within Zendesk consider alternatives like Proactive Campaigns.
You'll also be able to review the exact actions that the customer took on each Mailchimp campaign while handling their Zendesk ticket. The integration even lets you manage their mailing list subscriptions so you can take the customer off certain campaigns at their request.
While the integration helps you unify email communications between Zendesk and Mailchimp, you will need to get the Customer Lists and NPS Surveys add-on to use it. Without this Zendesk add-on, you won't be able to create customer lists and thus can't use the integration either.
8. PandaDoc
PandaDoc is a document automation platform with a Zendesk integration that helps you streamline workflows. For instance, you can use the integration to auto-populate PandaDoc fields using Zendesk data pulled from support tickets and customer information.
You'll also be able to create documents using PandaDoc templates and then send them to customers for their electronic signature, all without ever leaving your Zendesk account. You can also add payment options to PandaDoc documents — which is helpful when dealing with failed payment support tickets.
Last but not least, you can monitor the status of each document from within Zendesk while receiving notifications when documents are opened or signed. This makes it easy to stay on top of ticket statuses and mark issues as resolved once a particular document has been received or signed.
Note that you'll only be able to integrate Zendesk with your PandaDoc account if you're on either the Business or Enterprise plan. That said, PandaDoc does offer annual discounts of up to 46% which can help you reduce the cost of using this integration.
9. Shredder
Shredder is a Zendesk app developed by Sparkly to help teams manage spam and process suspended tickets. You can bulk delete suspended tickets to get rid of them or search through them using filters to find tickets that shouldn't be there.
You also have the ability to recover a suspended ticket and then add an internal comment so an agent sees it. When recovering suspended tickets, you can do so in bulk or filter by tickets sent to a specific support email address.
Once you've cleared your backlog, Shredder lets you set automated processing rules to handle suspended tickets moving forward. This lets you automatically delete or recover suspended tickets based on a number of factors — such as sender, recipient, subject, content, and more!
Tip: Sparkly also offers a "Search & Destroy" Zendesk app that can automatically delete users and tickets to ensure you stay compliant with GDPR or HIPAA regulations.
10. Trello
Trello is a project management tool with a two-way Zendesk integration. When installed on your Zendesk account, you'll be able to click on the widget to attach Zendesk tickets to an existing Trello card or generate an entirely new one.
Conversely, you can click on the Zendesk Power-Up widget within Trello to attach views or tickets to cards without having to switch tabs. All tags are also synced between platforms to standardize cross-department collaboration.
One example of how the integration might be used would be support teams forwarding bug reports on Zendesk to Trello cards on a Kanban board used by developers. Once developers fix the bug, they can tag the issue as resolved so support can send out an email to the customer(s) who submitted the ticket.
By embedding Zendesk views into Trello tickets, the developers would also be able to see all unsolved tickets without having to log into Zendesk. This not only saves time but also money since you'll need fewer Zendesk accounts for your team.
11. Jira
Jira is Atlassian's project tracking software that has a two-way integration with Zendesk. The integration helps bridge the gap between support and development by syncing all data across the two platforms in real time.
This means that Jira issues and Zendesk tickets always reflect the same data regardless of which team is looking at it. The integration can also automatically update a Zendesk ticket whenever the status of a linked Jira issue changes.
Creating a Jira issue within Zendesk is as easy as clicking on "Create issue" then specifying the type of issue, assigning it to a reporter, and selecting which project it should exist within. If you don't see the reporter that you'd like to assign the issue to then just enter their full Jira username.
In addition to giving support teams visibility on the status of known bugs, the integration also lets developers see all Zendesk tickets and conversations that are associated with a specific Jira issue — which helps them prioritize fixes based on how widespread the impact is.
12. Harvestr
Harvestr is a product management platform with a two-way Zendesk integration. With the integration active, support agents will be able to categorize tickets with customer feedback and then escalate them to the product team.
Whenever there are status updates within Harvestr, the ticket is automatically updated within Zendesk. This synchronizes your product roadmap and ticketing system so support agents get back to customers once their requested feature has been released.
In addition to Zendesk, Harvestr also lets you centralize feedback from other channels like Freshdesk, Intercom, HubSpot, Salesforce, and Slack to give you a holistic omnichannel view of customer requests. Harvestr even has a Zapier integration that lets you automate workflows and integrate other tools.
While Harvestr does offer a free version, you can only use the Zendesk integration if you subscribe to the Scale plan which starts at $79/month. Those who upgrade to Elite or higher will be able to utilize Harvestr's native automation capabilities.
13. Dialpad
Dialpad is a business communications platform that lets you place and answer calls within Zendesk without needing any additional hardware or software. When you have call logging enabled, every Dialpad call or voicemail will automatically be turned into a Zendesk ticket.
Note: Internal Dialpad calls from other users within your organization are exempted from being logged.
Whenever a team member receives a Dialpad call from a customer who already has a Zendesk ticket, it will automatically be displayed to avoid repeat questions. In addition to calls, the integration lets you send and receive Dialpad messages from Zendesk so you can respond without switching platforms.
You'll also be able to view customer information from Zendesk while using Dialpad and create tickets without leaving the application. The downside is that you'll need to be subscribed to Dialpad's Pro plan (or higher) in order to use the Zendesk integration with it.
14. Zapier
If none of the integrations above suit your needs then you could integrate with Zapier to access the 7,000+ apps within its ecosystem. Zapier waits for triggers — such as a Zendesk ticket being created/updated — and then executes pre-defined actions to complete the workflow.
These actions could occur within Zendesk by adding a tag/comment to the ticket or externally like a notification being sent to a particular Slack channel. In other words, Zapier can help you automate Zendesk-native workflows or execute automated workflows that span multiple tools in your tech stack.
It's worth noting that Zendesk is what's known as a "Premium app" on Zapier meaning you'll need to be subscribed to the Professional plan or higher in order to use it. The Professional plan starts at $30/month for 750 tasks — with the price increasing further based on the number of tasks.
That said, Zapier does offer a 14-day free trial that you can avail of without using a credit card and also offers a 33% discount for those who pay for their subscription annually. These provide avenues to test the integration before committing and reduce the long-term cost once you're sure it's right for you.
Conclusion
As you can see, Zendesk has no shortage of integrations and that catalog of apps becomes even larger when you factor in Zapier's ecosystem. In any case, the whole point of using Zendesk integrations is to automate as many workflows as possible in order to reclaim your time and scale sustainably.
One of the most time-consuming activities for any customer support team is to plan, prepare, and host a webinar — especially for recurring presentations. If you're interested in webinar automation but worry about engagement, watch our on-demand demo to see how interactive automated webinars can be!
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