Zendesk Integration

Heymarket has three integration options with Zendesk:

1. Heymarket Sidebar with Message Conversation Ticket Sync (Preferred)
   • Incoming and outgoing text messages will create a ticket in Zendesk. Updates to the text conversation will post to the ticket. Text replies can be made via the Heymarket Sidebar widget app. Email replies can be made via the Zendesk thread.  
2. Heymarket Sidebar only
   • The Sidebar widget app allows your agents to use Heymarket within Zendesk. They can read, reply, and send new text messages from the widget. Contacts do not sync with this integration.
3. Channel Integration 
   • The Heymarket channel integration automatically creates a Zendesk ticket for incoming text messages and all replies are posted in the thread.

Option 1. Heymarket Sidebar with Message Conversation Ticket Sync

Requirements: A phone number must be tied to Zendesk end user for the Heymarket conversation to sync between Heymarket and Zendesk.

To setup the integration: 

1. If you don’t already have one, sign up for a Heymarket account.
2. From Heymarket, go to Administration / Integrations / Zendesk and map your Zendesk account with the appropriate Heymarket inbox:
3. Choose which Heymarket Inbox to map with your Zendesk Channel and click "Connect".
4. Any incoming message to your Heymarket inbox phone number will create a new ticket in Zendesk. The following setting can then be configured:
   1. If you would also like outgoing messages from your Heymarket inbox to create tickets, enable the "Create new ticket on outgoing message".
   2. If you would like status changes such as opened, closed, etc. to be reflected in the Zendesk ticket, enable the "Update Zendesk ticket status on Heymarket chat status changes"
5. Then go to your Zendesk Help Center and open a ticket and click on the "Apps" button:

Notes:

• All Heymarket conversation messages will be logged to the Zendesk ticket.
• Only replies in Heymarket Sidebar web widget will send SMS. Replies to ticket will NOT send SMS. The replies will be sent to the contact email. 
• If you used the Zendesk integration previously and want to integrate via option 1, please make sure to disable the Heymarket channel integration in Zendesk (Zendesk Admin > Channels > Channel Integrations).
• The sidebar widget will only show the chat if the current selected Zendesk domain is the one used to setup the integration in Heymarket (Step 4). You will need to select the connected brand then click the refresh button on the sidebar to reload the chat.

Option 2. Heymarket Sidebar only

The sidebar app allows your agents to communicate via text within a Zendesk ticket. Agents can read, reply, and send new text messages associated with the Zendesk ticket from the Heymarket app in the sidebar. Contacts do not sync with this integration. For this feature to be enabled, you must have the channel integration disabled in Heymarket (ignore steps 1 to 4 in Option 1). 

To add the Heymarket app to the sidebar in Zendesk, follow these steps:

1. Install the Heymarket app from the Zendesk Marketplace
2. Confirm that the Heymarket app is enabled in Zendesk Admin > Apps > Manage:
3. Then, open a ticket and click on the "Apps" button:
4. If the contact associated with the Zendesk ticket has a phone number and a chat exists, the chat will be displayed in the side bar. You can also enter the phone number for the contact associated with the ticket to start messaging them via text:

5. And that's it! You can respond to the customer ticket via text through the Heymarket app in the sidebar:

Option 3. Channel Integration

The Heymarket channel integration automatically creates a Zendesk ticket for all incoming text messages and lets agents respond directly from Zendesk. Contacts will also be automatically created in Zendesk for incoming text messages from your contacts in Heymarket.

1. If you don’t already have one, sign up for a Heymarket account.

2. Go to the Heymarket listing in the Zendesk Apps Marketplace.

3. Go to the Zendesk Admin > Channels > Channel Integrations: 

4. Click on ‘Heymarket’, then on “Add Account” and log in with your Heymarket account

5. From Heymarket, go to Administration / Integrations / Zendesk and map your Zendesk account with the appropriate Heymarket inbox:

6. Any incoming message to your Heymarket inbox phone number will create a new ticket in Zendesk. The following setting can then be configured:

• If you would also like outgoing messages from your Heymarket inbox to create tickets, enable the "Create new ticket on outgoing message".
• If you would like status changes such as opened, closed, etc. to be reflected in the Zendesk ticket, enable the "Update Zendesk ticket status on Heymarket chat status changes"