Extending Zendesk with top integrations

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<p id="docs-hc-snippet" style="display: none;">Integrations link Zendesk to external applications, allowing them to share information and features. The Zendesk Suite provides a lot of functionality, but not everyone has the same requirements or uses Zendesk the same way.</p>
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<p class="p">Integrations link Zendesk to external applications, allowing them to share information and
features. The Zendesk Suite provides a lot of functionality, but not everyone has the
same requirements or uses Zendesk the same way.</p>
<p class="p">You’ve invested in Zendesk and your other applications, so an integration combines their
value. For example, you might want to:</p>
<ul class="ul" id="tc_azx_j3l_frb__ul_kg3_s3l_frb">
<li class="li">Create tickets from a Slack message.</li>
<li class="li">View an employee's data in Workday when handling an employee support request.</li>
<li class="li">Display Shopify customer details and order information, and process refunds.</li>
<li class="li">Link support tickets to engineering work.</li>
</ul>
<p class="p">An integration can remove the need for your agents to switch between applications to
gather information or perform tasks. They can function faster and more efficiently.
Fortunately, Zendesk and our partners supply a wide range of integrations to extend the
functionality of your suite. </p>
<p class="p">You must be an administrator to install apps.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="tc_azx_j3l_frb__ul_lg3_s3l_frb">
<li class="li"><a class="xref" href="#topic_b3f_bjl_frb">Defining integrations and apps</a></li>
<li class="li"><a class="xref" href="#topic_zc3_gjl_frb">Discovering integrations in the Zendesk Marketplace</a></li>
<li class="li"><a class="xref" href="#topic_rsk_qjl_frb">Getting started with the most popular integrations</a></li>
<li class="li"><a class="xref" href="#topic_mmb_zkl_frb">Considerations before installing an integration</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="tc_azx_j3l_frb__ul_mg3_s3l_frb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824421146" target="_blank">Using the Zendesk
Marketplace</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155972378" target="_blank">Managing your installed
apps</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_b3f_bjl_frb">
<h2 class="title topictitle2" id="ariaid-title2">Defining integrations and apps</h2>
<div class="body">
<p class="p">Integrations connect Zendesk with other applications, allowing them to share
information and features. For example, with the Shopify for Zendesk integration, you
can display customer and order details from Shopify in Zendesk. Agents can quickly
and efficiently handle customer queries, manage shipping issues, or initiate product
returns and exchanges without leaving Zendesk. An integration can exist in Zendesk
with its own user interface, or it may just provide a link between Zendesk and the
other application.</p>
<p class="p">Integrations differ from apps, which are custom-built applications that extend or
enhance the functionality of Zendesk features. For example, the <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/35111/time-tracking" target="_blank">Time Tracking app</a> integrates with your
ticketing system to help agents record the time they spend on a ticket. For more
information, see <a class="xref" href="https://support.zendesk.com/knowledge/articles/4408829182234" target="_blank">Extending Zendesk with top apps</a>.</p>
<p class="p">Public integrations are available on the Zendesk Marketplace for anyone to
use.</p>
<p class="p">Private integrations are built by your company and uploaded into Zendesk.
They are not listed on the public Zendesk Marketplace and cannot be installed and
used by other Zendesk customers. </p>
<p class="p">You can build and run a private integration using <a class="xref" href="https://developer.zendesk.com/documentation/integration-services/" target="_blank">Zendesk Integration Services (ZIS)</a>. It
provides a set of core services to integrate Zendesk with an external system or
another Zendesk instance. ZIS is available on the Zendesk Suite Growth plan or above
or the Legacy Support Professional plans or above.</p>
<p class="p">If you know what you want but don’t have the skills to develop your own integration,
you can use a Zendesk <a class="xref" href="https://www.zendesk.com/marketplace/partners/" target="_blank">partner</a> to create your solution.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_zc3_gjl_frb">
<h2 class="title topictitle2" id="ariaid-title3">Discovering integrations in the Zendesk Marketplace</h2>
<div class="body">
<p class="p">You get integrations built by Zendesk and our partners from the Marketplace at <a class="xref" href="https://www.zendesk.com/apps/" target="_blank">zendesk.com/apps</a>.</p>
<p class="p">Many integrations are available for free. Some integrations have a cost (for example,
per agent or per month), which are explained in the integration listing. Paid
integrations usually offer a free trial period so you can see if the integration is
right for you first. </p>
<p class="p">Integration information, screenshots, and user reviews are included in each
Marketplace listing so you can make sure an integration is right for you.</p>
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</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_rsk_qjl_frb">
<h2 class="title topictitle2" id="ariaid-title4">Getting started with the most popular integrations</h2>
<div class="body">
<p class="p">There are many integrations from Zendesk and our partners that you can browse in the
Marketplace. The most popular integrations are listed below.</p>
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<td class="entry nocellnorowborder"><strong class="ph b">Integration</strong></td>
<td class="entry cell-norowborder"><strong class="ph b">More information</strong></td>
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<td class="entry nocellnorowborder">
<p class="p"><img class="image img-screenshot" height="75" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_logo.png" width="74"></p>
</td>
<td class="entry cell-norowborder">
<p class="p">The <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/1081436/workday" target="_blank">Workday</a> integration
can significantly enhance your ticketing experience if your
organization uses Zendesk to manage employee support requests.
This integration allows agents to access essential employee data
directly within the sidebar of a ticket.</p>
For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8220920383258" target="_blank">Installing and configuring the
Workday app for Zendesk Support</a>.</td>
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<td class="entry nocellnorowborder">
<p class="p"><img class="image img-screenshot" height="75" id="topic_rsk_qjl_frb__image_pw1_fxd_pdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/logo_mp_slack.png" width="74"></p>
</td>
<td class="entry cell-norowborder">
<p class="p">The <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/972305" target="_blank">Slack</a> integration
features message actions for creating, viewing, and taking
action on support tickets from any Slack channel. Slack for
Zendesk Support simplifies communication and streamlines your
workflows to keep your team coordinated and working
faster.</p>
For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833756698" target="_blank">Understanding and installing the
Slack for Zendesk Support integration</a>.</td>
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<td class="entry nocellnorowborder">
<p class="p"><img class="image img-screenshot" height="75" id="topic_rsk_qjl_frb__image_jwp_sjl_frb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/logo_mp_jira.png" width="74"></p>
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<td class="entry cell-norowborder">
<p class="p">Connect your support and engineering teams with <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/1166950" target="_blank">Zendesk Support for
JIRA</a>. Escalate and link Zendesk Support tickets to a
JIRA issue so critical information is shared and collaboration
is effortless. Customize the Zendesk Support for JIRA workflow
to your teams’ workflows.</p>
For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832644122" target="_blank">Setting up the Zendesk Support
for Jira integration</a>.</td>
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<tr class="row">
<td class="entry nocellnorowborder">
<p class="p"><img class="image img-screenshot" height="75" id="topic_rsk_qjl_frb__image_kwp_sjl_frb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/logo_mp_shopify.png" width="74"></p>
</td>
<td class="entry cell-norowborder">
<p class="p">Use the <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/93859" target="_blank">Shopify for Zendesk</a>
integration to display customer and order details from Shopify.
Unite all your business and customer data by displaying critical
Shopify information to your agents while they serve customers -
without leaving Zendesk.</p>
For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820093850" target="_blank">Setting up the Shopify integration</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder">
<p class="p"><img class="image img-screenshot" height="75" id="topic_rsk_qjl_frb__image_lwp_sjl_frb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/logo_mp_salesforce.png" width="74"></p>
</td>
<td class="entry cell-norowborder">
<p class="p">The <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/10/salesforce/" target="_blank">Salesforce</a> app enables
a holistic view of your customers for your sales and support
teams with a dynamic two-way integration between Zendesk Support
ticket data and Salesforce CRM customer data. Display a
real-time Salesforce customer profile next to a live ticket in
Zendesk Support.</p>
For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821555482" target="_blank">Connecting your Salesforce organization to Zendesk</a>.</td>
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<td class="entry nocellnorowborder">
<p class="p"><img class="image img-screenshot" height="75" id="topic_rsk_qjl_frb__image_mwp_sjl_frb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/logo_mp_zoom_phone.png" width="74"></p>
</td>
<td class="entry cell-norowborder">With the <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/954378/zoom-phone-for-zendesk" target="_blank">Zoom Phone</a> integration,
you can make and receive Zoom Phone calls from within the Support
Agent Workspace. Calls will create new tickets and capture Zoom
Phone data back into Support once the call is finished.</td>
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<tr class="row">
<td class="entry row-nocellborder">
<p class="p"><img class="image img-screenshot" height="75" id="topic_rsk_qjl_frb__image_owp_sjl_frb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/logo_mp_trello.png" width="74"></p>
</td>
<td class="entry cellrowborder">Use the <a class="xref" href="https://www.zendesk.com/apps/support/trello/" target="_blank">Trello</a> integration to
create Trello cards from Zendesk tickets. You can add a ticket to an
existing card or create a new card, and specify the Board or List it
should be added to.</td>
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</tbody>
</table>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_mmb_zkl_frb">
<h2 class="title topictitle2" id="ariaid-title5">Considerations before installing an integration</h2>
<div class="body">
<p class="p">Installing an integration to your Zendesk instance and another application may
provide you with some great additional functionality, but there are a few things to
do or consider beforehand:</p>
<ul class="ul" id="topic_mmb_zkl_frb__ul_z2s_xql_frb">
<li class="li">
<strong class="ph b">Thoroughly read the integration information in the Marketplace
listing and any available support documentation. </strong><p class="p">Does it do
everything you want it to do? Do the features align with your needs? Is
there anything it doesn’t do that you need? </p>
</li>
<li class="li">
<strong class="ph b">Read the installation instructions.</strong><p class="p">Is there anything you need to
prepare before you install it? Are there any other support articles
available you can refer to? Do you understand how you want to transfer and
maintain data between Zendesk and the other 3rd-party application? If
mapping data fields between applications, are you clear on which fields to
map? Are the fields the correct format to be mapped? </p>
</li>
<li class="li">
<strong class="ph b">Ask for feedback or advise your agents what is about to change.
</strong><p class="p">Are your users ready for the integration? Do you need to tell them
how to use the new integration?</p>
</li>
<li class="li">
<strong class="ph b">Consider existing integrations. </strong><p class="p">Have you already installed
integrations in your Zendesk instance? Will a new integration work with any
apps you’re already using? Could there be any conflicts? Will the new
integration, with greater functionality, replace an existing
integration?</p>
</li>
<li class="li">
<strong class="ph b">Only admins can install integrations.</strong><p class="p">Do you have admin
access to your Zendesk instance and the application you’re integrating
with?</p>
</li>
<li class="li">
<strong class="ph b">Ensure your Zendesk instance is configured adequately before you add
integrations. </strong><p class="p">Have you completed the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827906202--New-Planning-your-workflow" target="_blank">workflow planning</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836154266-Launch-guide-for-Zendesk-Support#h_28581946111542753890528" target="_blank">managing people,</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836154266#intro_security" target="_blank">security</a> tasks for your account?
</p>
</li>
<li class="li">
<strong class="ph b">Test the integration.</strong><p class="p">If your plan includes sandbox access, can you
install the integration in a sandbox or trial instance of Zendesk instead of
production?</p>
</li>
<li class="li">
<strong class="ph b">Start small to confirm behavior.</strong><p class="p">If you need to import or export data,
can you do it in smaller batches? </p>
</li>
</ul>
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