| Plan | × Professional × Advanced × Scale ✓ Enterprise (add-on) |
Connect Zendesk to Vista Social to turn social media conversations from your Inbox into Zendesk support tickets. Once connected, you can link social profiles to existing Zendesk contacts, create tickets, and manage ticket status directly from Vista Social.
Why connect Zendesk to Vista Social?
The Zendesk integration lets your social and support teams work together without switching between platforms. You can create tickets from Inbox interactions and keep ticket updates synchronized between Vista Social and Zendesk.
Available on: Enterprise plan with the Zendesk add-on.
🕹️ Interactive guide
Connecting Zendesk to Vista Social
Before you start, make sure you have your Zendesk subdomain and login credentials available.
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Click the Quick Add (+) icon.
Select the Profile Group where you want to add Zendesk.
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Select Zendesk from the list of available integrations.
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Enter your Zendesk subdomain and complete the connection.
Linking a Social Profile to a Zendesk Contact
After connecting Zendesk, you can link a social profile to an existing Zendesk contact. This makes it easier to associate future tickets with the correct customer.
Go to your Inbox.
Click the name of the audience member you want to link.
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A new section will appear for Zendesk.
Under User, search for the matching Zendesk contact.
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Select the contact to link them to the social profile.
Once linked, the connection remains in place for future ticket creation.
Creating and Managing Tickets
You can create a Zendesk ticket directly from an Inbox engagement, whether or not the social profile is already linked to a Zendesk contact.
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Click Create Ticket on the engagement in question:
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Add a title and description, and optional fields such as priority, type and tags.
Click Submit and a new Zendesk ticket is created instantly.
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View and update the ticket status without leaving Vista Social.
The new ticket is created in Zendesk, and you can view and update its status directly from Vista Social.
Changes made to the ticket in Vista Social are also reflected in Zendesk, helping keep your support workflow in sync.
Automatically Create Zendesk Tickets from Inbox Interactions
You can also use DM Automation to automatically create Zendesk tickets from Inbox interactions.
This can help reduce manual ticket creation when you want qualifying conversations to be sent to Zendesk automatically. Learn more here.
Frequently Asked Questions
Q: Do I need to link a social profile to a Zendesk contact before creating a ticket?
A: No. You can create a Zendesk ticket directly from an Inbox engagement even if the social profile is not linked to a Zendesk contact.
Q: What information can I add when creating a ticket?
A: You can add a title and description, as well as optional fields such as priority, type, and tags.
Q: Can I update a Zendesk ticket from Vista Social?
A: Yes. You can view and update the ticket status directly from Vista Social, and those updates are reflected in Zendesk.
Q: Does the social profile remain linked to the Zendesk contact?
A: Yes. Once a social profile is linked to a Zendesk contact, the link remains in place for future ticket creation.
Q: Can Zendesk tickets be created automatically?
A: Yes. DM Automation can automatically create Zendesk tickets from Inbox interactions.
Need further help?
If you have any questions or need additional help, feel free to contact our awesome support team. We are here to assist you! 💙
Related Reading:
Getting started with the Social Inbox
How to use the Social Media CRM in Vista Social's Inbox
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