Integrations/ZenDesk
Contents
Integration with ZenDesk
ZenDesk is a CRM (Customer Relationship Management) business application that can be used for logging of support tickets and other customer management activities. For Emersion customers using ZenDesk, Emersion offers limited integration between the two systems to assist reduce the need for duplication of effort and double-handling of some customer information.
If you are interested in integrating Zen Desk and Emersion in your company, please log a new Sales ticket in the Emerson Support Portal or contact emesupport@emersion.com.au.
Supported Integration
Automatic Account Creation
In ZenDesk, a user is automatically created when an Cumulus End User (Customer of a Retail Service Provider) is granted access to the [End_User_Portal_and_Customer_Sign_Up_Portal|End User portal] and a username and password is saved. Upon saving the End User Portal access details for a customer, Emersion passes the following four parameters to ZenDesk:
- the End User's first name
- the End User's Surname
- the End User Portal username
- the End User Portal password.
ZenDesk receives this information and a new account/user is created in ZenDesk. ZenDesk passes the newly-created Account ID of the customer to Emersion. Emersion stores the ZenDesk Account ID. The ZenDesk Account ID is then displayed in the Customer > Portal screen in Cumulus.
Automatic Account Updates
If any of the parameters mentioned above are updated the updated information will be automatically sent to ZenDesk and the corresponding customer account in ZenDesk will be updated.
These updates can occur as follows:
- By the End User themselves when they are logged into the End User Portal.
- By a Cumulus user (such as a staff user) on behalf of the End User.
Configuration
In order to set up the integration between Zen Desk and Emersion for a Retail Service Provider, we will need the following items to be submitted with a signed quote or work order.
- Your URL for Zen Desk
- the username and password of a Zen Desk user with Administrative-Level permissions (full access). We recommend setting up a new user specifically for this purpose.
Service providers do not need to perform any configuration for this feature.
