Zendesk Magento Integration Guide

What is Zendesk?

Zendesk is a cloud-based work management solution for e-commerce stores. It is owned by a public company that provides software as a service. Zendesk is able to provide management solutions that make use of customized tools to develop information bases for customers and portals for customer services. It also offers user-friendly front-end portals, chat popups, and integrations with other platforms such as Magento stores, Salesforce, etc. Zendesk can be utilized across multiple domains ranging from governments, media, technology, and online retail stores.

The Zendesk Magento integration is able to combine the customer data on your Magento store with critical Magento data for each and every customer, to the service provider behind the desk. The integration can provide your Magento store with inquiries to obtain crucial information for client orders. This allows the agents to deal with the client with their personalized information on a single interface on the Magento store.

This means that the service providers are well informed and can enact instantly enact decisions such as refunds, handling discounts, and customer order tracking while serving the customer. When Magento is integrated with Zendesk, the product offers a high return on investment, this makes the Magento 2 pricing with Zendesk very profitable in the long term.

What is Magento?

Magento 2 is an online platform for e-commerce. The platform helps connect online retailers with potential customers. The platform is widely used around the globe and has over 800,000 active online stores. Magento provides extensive features such as data reporting and data analysis, management of catalogs, efficient browsing, managing customer accounts, providing order management, search engine optimization tools, providing payment processing services, product delivery services, promotional tools, and store management.

This makes Magento a pioneer of e-commerce platforms. To make sure that a store owner reaps all of the benefits provided by Magento to their maximum potential, they make use of Magento web development companies. Whether you have a small business or a large-scale enterprise, The Magento platform can provide you with services as per your requirement as it is highly scalable. This helps your store evolve with your business. The scalability comes into an advantage when traffic on Magento stores increases.

Make sure that the store is developed on a strong basis to make sure that there is no hindrance in serving customers. You can even make use of customized plugins and extensions to make the managing of your store easier and also provide a better customer experience. The plugins can be integrated using Magento Integration Services provided by companies.

How to integrate Zendesk with Magento 2?

You can integrate Zendesk with Magento 2 to make the Zendesk Magento integration successful.

Install the extension.

The extension for Zendesk and Magento is unavailable as a product in the Magento marketplace. However, it is easily available to download from Github. You can download the version 2.4.0 Magento extension.

Upload the extension for Zendesk.

• You must download the extension for Zendesk.
• Use a SSH access or FTP access in order to extract the materials for the SRC directory, into your Magento root directory.
• Clear your Magento cache. You can clear it by doing the following:
• Sign in to your Magento Administrator account.
• Go to the System > Cache Management.
• Click on the Flush Magento Cache.
• Then you must sign out of your Magento Administrator account.
• Sign in again to your Magento administrator account.
• Redirect to System > Configuration > Zendesk.

Set up permissions for Zendesk on your Magento store.

For customized roles to be set up on your Magento administrator page, it is important that you select the correct permissions for the roles you will assign to the extensions.

• Go to the roles page by navigating to the System > Configuration > Permissions > Roles.
• Select the role that you want to set the permissions for.
• Choose the role resources that will be on the left hand.
• Select the permissions that you want to grant to each role.
• Dashboard – It will allow access to the dashboard for order tickets.
• Bulk Actions- This will allow you to perform bulk actions on the ticket dashboard at once.
• Launch Zendesk- If you disable this, it will hide the Zendesk launch menu.
• View the logs- This will allow you to monitor the API logs.
• Create a ticket- This will enable you to create a ticker.
• Zendesk Dashboard. This will allow access to every single extension for the admin features.

Link the Magento Store and Zendesk.

By using the Setup Guide.

The quickest and easiest way to configure the settings is to make use of the setup guide. The setup is easy and all that you have to do is to select the Setup Guide button available on the Setup section. This section is present on the settings page for Zendesk of the Magento extension. As you go through the setup guide, you will find yourself back on the configuration page for Magento with all of the fields filled out. Then you must select the view that you want to see on your Zendesk dashboards.

1.  Go to System > Configuration > Zendesk to get to the Zendesk configuration page.
2. Click and select the view that you want to be shown.
3. Save this configuration by clicking on Save.

By using the manual configuration.

You can follow this method as well. It is best to follow this method if you have a Zendesk account.

You will have to enter the general details of your store. This will allow the Magento store to be connected with Zendesk.

• Go to the configuration page of Zendesk by clicking on System > Configuration > Zendesk.
• Enter your Zendesk domain correctly.
• In the email address of an agent or Magento Agency partners and their token.

Instead of storing the password of your agent on Magento, you will require a token to ensure a more secure way of authentication. Log into Zendesk and then navigate from Manage > Channels > API > Token to generate a toke. Then copy and paste the token into the field of Agent Token.

• Save this new configuration.

As you save the general options for configuration, you must now select the view modes that you want to be displayed on Magento.

• Select the views that you want to avail on Magento.
• Save this configuration again.

After following these steps, you will have successfully have integrated Magento2 with Zendesk. It is always preferable that you hire Magento Agency partners instead of choosing to hire Magento 2 developers as a freelancer. Companies handle the problems for e-commerce stores better as they can do the task without creating any further problems. They are also able to deal with the transformations of data and resolve any errors as they possess dedicated resources and have sufficient expertise.

How Magento and Zendesk Integration Works?

Zendesk Magento integration work in a way that both the software connect with each other. It involves 4 basic steps, if these steps are followed correctly, the integration is successful. You can hire Magento 2 developer to integrate these and provide support to your store.

1. First, you must authenticate Magento with Zendesk.
2. Pick either of the applications as a trigger, this will start our automation process.
3. Select all the resulting actions from the other application and set them as per need.
4. Select the flow of data you want to send from one application to the other.

Save these changes. This is the general framework of how Zendesk and Magento work together.

Why is Magento Zendesk Integration necessary?

This Zendesk Magento integration is necessary as it makes the interaction with your customer very satisfactory.

• To put it into perspective, if a customer wants to contact you and inquire from your store about anything, you can skim the customer information on Zendesk to make sure that you are prepared for a conversation with them. This makes the communication effective as the outcome of the interaction will be that the customer’s query will have been sorted, which will satisfy them.
• The Zendesk Magento integration makes these interactions profitable as well by attracting new customers to your Magento store and catering to them. Make sure that you have an attractive store to complement the services. You can hire Magento 2 developer to develop your store and support it.
• You can view the information of the customer quickly instead of navigating for the customer information through archives and logs which consume time and resources. The process of communication is made easier as you can solely focus on dealing with the customer instead of trying to search for their information and switching between applications.
• The integration allows operations to run efficiently. This helps decrease the workload and cuts down operational costs. This provides helpdesk agents with increased productivity as they can focus more on dealing with customers instead of searching for their data separately.
• The integration is able to provide a new level of automation in workflows. It saves time for the agents as they no longer need to copy notes and information while communicating with customers in order to uncover any valuable insight that the customers might provide. The Zendesk Magento integration takes this small aspect for customer communication and is able to automate them. Note-taking, contact synchronization, call logging, dialing numbers, and even note-taking have all been streamlined to save time for each interaction. This helps to improve the workflows and efficiency.
• The managers can also make use of this integration. The integration can provide managers with customer information that they can effortlessly manage. They can create strategies, scale-out new users, and even manage the helpdesk agents seamlessly in a one-step solution.
• The contact centers for your Magento store can be transferred to online mediums. Helpdesk agents can provide customers with chat, voice, and video contact from the comfort of their desks. This helps connect with the customer for communication easily and effortlessly. This will help the information stored inside the CRM be connected with your call centers as they go live with customers.
•  You can have meaningful conversations with customers and make the process of communication easier. Some interesting features provided by Zendesk that help make the process effective are:

  Call reporting.

 The agents can access real-time statistics for calls. These when integrated with Zendesk noted allow a quick review for queries or strategies that could be later on.

Automated call logging.

 Calls that are matched with a Zendesk contact record are logged automatically, automating the workflow.

Synchronization of contacts.

 As contact is established between the helpdesk and a customer, the information is synchronized with Zendesk.

Pop-ups on call-screens.

 The pop-ups enable triggers on the screen notifications for inbound and outbound calls, to let the desk know who is calling and why.

These extensive features make it necessary for Magento store owners to have Zendesk in their stores. You can hire Magento Agency partners to service your clients and also provide Magento integration services to you whenever you require them.

What are the benefits of Magento Zendesk Integration?

The Zendesk Magento integration has several benefits.

Feature	Description
CRM Functionality	Zendesk acts as a CRM, coordinating work cycles, and workflows, and maintaining customer commitments. It transforms data into insights, market opportunities, and leads, helping to create a lifetime value relationship with customers.
Customer Portal & Ticketing	The customer portal tracks all queries and their active status, aiding both customers and staff. Customers can find responses to their queries or raise new ones, getting responses from active agents.
Scalability & Versatility	Zendesk provides scalability as business requirements change. It serves as a tool to organize live chats, databases, and the community, adaptable to various functions. It offers free-of-charge extensions like community portals, call centers, and knowledge bases, ensuring versatility in customer handling.
Engaging & Retaining Customers	Live chats facilitated by programming triggers engage visitors and provide real-time assistance, increasing the likelihood of purchase. Connecting with customers in real-time, guiding them to the right agents, and providing excellent service contribute to converting them into loyal customers.
Artificial Intelligence & Chatbots	Zendesk utilizes chatbots and AI to guide customers, increasing targeted sales, revenue, and providing a great return on investment. Bots filter customer queries, solve issues, and present required information promptly, contributing to reduced cart abandonment rates.
Self-Service Options	The integration provides a smart content layout, enabling the development of user-friendly portals. Bots direct frequently asked questions to relevant tickets, easing the workload for desk agents and ensuring an efficient, automated workflow.
Proactive Customer Engagement	Zendesk allows agents to proactively reach out to customers via various mediums, including social media. Engaging customers directly, addressing their issues, and asking for feedback contribute to attracting buyers, increasing average order values, and decreasing cart abandonment rates.
Robust Helpdesk Solution	The integration offers a comprehensive helpdesk solution, encompassing customer data storage, a community forum, live chat tools, a ticketing system, and messaging tools. This efficient, robust system integrates seamlessly with Magento, providing customized solutions.
Benefits for Magento Store Owners	Magento store owners benefit from increased sales, satisfied customers, and enhanced store exposure. The Zendesk-Magento integration contributes to these outcomes, making it a valuable solution for store owners.

           

Conclusion

The Zendesk Magento integration is a step forward for growing your business. The integration is a must for stores today as it readily provides customer data to service agents, makes the interactions profitable by closing deals, helps agents navigate for information on a single platform, automates workflows and makes them more efficient, and allows effective communication. It is best to have Magento Web development companies cater to your requirements as they have the expertise and resources.

FAQs:

1. Can we integrate Magento with Zendesk?

Yes, Magento can be integrated with Zendesk. You can do it yourself or even hire Magento 2 developer to perform the integration. But, the integration is best performed by dedicated Magento Integration Services provided by Magento Agency Partners. They are able to do the integration safely and securely without any data losses or data leaks. You can integrate Zendesk with Magento 2.4 stores.

2. How do we connect Magento with Zendesk?

You can connect the Magento store with Zendesk, by following simple steps.

• Install the extension for Zendesk in the Magento 2.4 store by first downloading it from Github.
• Then you must upload the extension of Zendesk on your Magento store.
• Download the extension, clear your Magento cache, then upload the extension.
• Set up the permissions of Zendesk on your Magento store as per your requirements.
• Then you must link the Magento store to Zendesk by configuring it as per instructions in the guide. If you are performing manual linking, then you must enter the domain and generate a token for the account as well.
• Click on save.

You have now connected Magento and Zendesk. It is safer to hire Magento 2 developer to perform the integration process instead of doing it yourself. If you are unable to find a certified developer, then get into contact with Magento integration services providers. It is always ideal to go for services with Magento agency partners instead of freelancers. The partners will integrate your store safely and make sure that the performance of the store is not detrimentally affected

3. Does Folio3 provide Magento Zendesk Integration?

Yes, Folio3 does provide Zendesk Magento integration. In fact, it has been providing customized integrations for the past 15 years. Folio3 specializes in developing customized solutions for integration. Their integration solutions allow your Magento store to interact with other third-party applications such as CRMs, ERPs, shipment providers, marketplaces, and social media.

Their Magento integration services include custom integration solutions as well. They can integrate your Magento platform with NetSuite, Microsoft Dynamics, or digital marketplaces such as Facebook as well. They can even perform data migration to Magento if you want to switch platforms from other e-commerce stores.

4. Why is Magento Zendesk Integration necessary for eCommerce Websites?

Zendesk Magento integration is necessary for e-commerce websites due to several reasons.

• This helps make interactions profitable as new customers are attracted to the store. The customer care also caters to them and they in turn purchase products of your store.
• The queries of the customers are solved in real-time.
• The communication between the helpdesk agent and customer is made more effective. As the agent has the customer data at their disposal, the customer is informed and can handle the customer as per protocols.
• Navigation through the customer profile is made very easy. This helps save time and computational resources. There is no need to switch between applications. This also allows them to be more productive.
• The operations in the store run efficiently. This helps decrease workload performance on your store.
• Workflows are automated. Note-taking, call logging, dialing numbers, and even contact synchronization is automated which streamlines actions and same time per interaction.
• Managers can also make use of the integration and effortlessly view customer information. They can create new strategies for micro-targeting customers.
• You can completely shift the contact center to online mediums. You can provide chat support, voice support, and video support to the customers.
• You can also make use of Zendesk features such as call reporting, automated call logging, synchronization of contacts, and pop-ups for calls on the screen.

Another necessity for Magento store is to have a well-designed and maintained store. Magento store owners should make use of Magento Web development companies to make sure that their stores attract customers. The stores should also be speed optimized so that the service level does not falter and the customers do not sway away to competitors.

5. What is Zendesk and how does it integrate with Magento?

Zendesk is a customer service platform that provides tools for managing customer support and engagement. Integrating Zendesk with Magento allows you to streamline customer service operations, access customer data directly from Magento, and provide a seamless support experience.

6. What are the benefits of integrating Zendesk with Magento?

Benefits include improved customer support efficiency, centralized customer information, enhanced customer experience, better communication between support and sales teams, and detailed analytics to track customer service performance.

7. What are the prerequisites for integrating Zendesk with Magento?

Prerequisites include having active accounts for both Zendesk and Magento, administrative access to both platforms, and a compatible version of Magento. Additionally, you’ll need to install the Zendesk integration module for Magento.

8. How do I install the Zendesk integration module in Magento?

To install the Zendesk integration module, go to the Magento Marketplace, search for the Zendesk module, and follow the installation instructions. After installation, configure the module by entering your Zendesk account details and API credentials.

9. Can I customize the Zendesk integration with Magento to fit my business needs?

Yes, the integration can be customized to fit your specific business needs. You can configure which customer data is synced, set up custom ticket fields, automate workflows, and tailor the support experience to match your brand’s requirements.

10. How does the Zendesk integration enhance customer support in Magento?

The integration allows support agents to view Magento order information directly within Zendesk, create and manage tickets, and access customer purchase history. This streamlines the support process and provides agents with all the necessary information to assist customers effectively.

11. What kind of data is synced between Zendesk and Magento?

The data synced includes customer profiles, order details, contact information, and support tickets. This ensures that support agents have a comprehensive view of the customer’s interactions and purchase history.

12. Is the Zendesk and Magento integration secure?

Yes, the integration is secure. Both Zendesk and Magento use industry-standard security measures to protect customer data. Additionally, you can configure permissions and access controls to ensure that only authorized personnel can access sensitive information.

13. How do I troubleshoot common issues with the Zendesk and Magento integration?

Common issues can be troubleshooted by checking the integration settings, ensuring API credentials are correct, and verifying that both platforms are up-to-date. Zendesk and Magento also provide support documentation and customer service to help resolve any issues.

14. Can I track the performance of my customer support with the Zendesk and Magento integration?

Yes, the integration provides detailed analytics and reporting tools to track the performance of your customer support team. You can monitor metrics such as ticket resolution time, customer satisfaction scores, and overall support efficiency.