The Zendesk Support app gives you access to live Intercom customer data in Zendesk, and lets you create new tickets in Zendesk directly from Intercom conversations. This gives your team the context they need to provide fast and excellent support.
There are two parts to this app:
- View your live customer data from Intercom within Zendesk: You can easily select what Intercom data you want to see, and add tags to your users' Intercom profiles from Zendesk to keep your teammates informed.
- Forward conversations from Intercom to Zendesk as tickets: It’s easy to create tickets in Zendesk from conversations, to get support from your teammates using Zendesk.
Note: You'll need the Inbox product and any Pro subscription to use the Zendesk Support app.
View your Intercom data in Zendesk
First, log in to your Zendesk account and select the Intercom app in the Zendesk Marketplace. Then, click ‘Install’:
Next, choose a title for your Intercom panel and click Install:
Intercom will now be in your enabled apps list. Navigate to the ticket view (by clicking on an existing ticket) and select 'Apps’ in the top right corner:
You’ll see the Intercom panel on the right hand side. Click the ‘Connect with Intercom’ button and authorize your account.
Now, you’ll see your customer data from Intercom in this panel. You can customize what data is shown by clicking on the cog:
Note: This app displays user, not company data from Intercom.
Install Zendesk Support
Before you start, you’ll need to retrieve your Zendesk credentials and create a Zendesk API key. You can do this by going to your settings within Zendesk (click on the cog on the left hand side), and navigating to API in the ‘Channels’ section.
Then, go to the Intercom app store, select the ‘Zendesk Support’ app, and click ‘Install now’:
Next, enter your email address, Zendesk API token, and Zendesk app name in the app settings and click ‘Connect:
Once connected, you can add Zendesk Support to your inbox, and start creating Zendesk tickets from Intercom conversations.
Add the Zendesk Support app to your inbox
To see your customers’ Zendesk tickets in Intercom, click ‘Customize’ in the top right hand corner:
Then click ‘+ Add more’ and select ‘Zendesk Support’:
Now, when you chat with customers in Intercom, you’ll see any unsolved tickets in Zendesk associated with their email address:
Note: To see more than three, just click ‘View all in Zendesk’.
Send conversations to Zendesk from your Inbox
With Zendesk Support in your inbox, it’s easy to create a new ticket in Zendesk from a conversation. Just click ‘Create a new ticket’:
Then, you can choose to add context to the ticket with an internal note. Finally, click ‘Create ticket’:
Now your new ticket has been created in Zendesk, with a transcript of the conversation:
And you’ll see a note added to the conversation too:
Having trouble with rate limits?
With certain Zendesk plans, you may see the following ‘Rate limit’ warnings:
- ‘We couldn’t retrieve existing tickets because the API rate limit for your Zendesk plan has been reached.’
- ‘We couldn’t create this ticket because the API rate limit for your Zendesk plan has been reached.’
If you see either of these warnings, wait 60 seconds for your Zendesk rate limit to be reset and try again. If this becomes a persistent issue for your team, we recommend contacting Zendesk.