Zendesk Integration

Here at Membrain we take pride in being recognized as one of the premier sales tools in the world. Membrain's integration with Zendesk represents a tying together of the best-of-breed solutions for Membrain's complex sales platform and Zendesk's Customer Support ticketing system.

How It Works

The Membrain-Zendesk integration allows a two-way sync of company and contact information from Membrain to Zendesk, and ticket information from Zendesk to Membrain.

Support ticket information is shown in Membrain as Activities, giving sales people the insight into support issues your clients may be experiencing and allowing for a closer and smoother relationship between sales and support.

What This Integration Does

Data Type	Membrain → Zendesk	Zendesk → Membrain	Notes / Limitations
Companies			Create new and sync existing
Contacts			Create new and sync existing
Tickets	❌		Create new

Step-by-step Guide

Setting up the integration is quick and easy, and with the step-by-step instructions below to help you get started, you'll be up and running in no time.

Note: The Zendesk integration can only be set up by an Administrator in both Membrain and Zendesk.

Connect Membrain to Zendesk - Authenticate your Zendesk account in Membrain
Contacts - Configure contacts to sync from Membrain to Zendesk
Tickets - Configure tickets to sync from Zendesk to Membrain
Properties - Map ticket properties to sync from Zendesk to Membrain
Sync Status - Monitor the status and usage of the integration
API Log - Access the integration's log to review data flow, errors and execution status

Connect Membrain to Zendesk

First, log into your Zendesk environment and navigate to Admin > Channels > API
Enable “Token Access”
Click on “Add new token” to create a new API token to access Membrain
Now, in your Membrain environment, navigate to System Setup > Integrations > Zendesk
From here, you may authenticate by inserting your Email Address, the API Token you previously created in Zendesk as well as your Zendesk Domain.
Click Save. Now you're good to go!

Contacts

The integration allows you to sync contacts in Zendesk by using contact and company labels in Membrain. To create a contact in Zendesk you can use labels such as “client”, “partner” or similar in Membrain to automatically be aware of who is asking for help and help gather statistics in Zendesk using the company/organization data you already have in place in Membrain.

Membrain will attempt to locate already existing contacts using the contacts e-mail address, if a contact is not found a new contact will be created. Contacts are created if either the contact or the company the contact belongs to has any of the labels you configured assigned.

In the Contacts tab, click on the "Add Label to Sync" button.
From the dropdown menu, select a label.
Press Save.

Tickets

Membrain can automatically create notes in Membrain corresponding to tickets in Zendesk.
When enabled the entire conversation related to a ticket will be stored in Membrain and found under the Contacts and Companies in Membrain.

In the Tickets tab, click on the "Tickets Sync" button.
From the dropdown menu, select one of the following: "None", "Tickets for Companies & Contacts already in Membrain" or "All Tickets"

Note: If you select the "All Tickets" option new contacts and companies will be created in Membrain as needed, however a ticket can only be replicated if an organization is set for the requester in Zendesk.
Press Save.

Properties

Map Zendesk Ticket Properties to sync to Membrain

Sync Status

That is a helpful area to check on the status of the sync and how each field sync is performing in the Status Area.

See when the sync ran last. By default, the sync runs every 3 minutes.
Initially, you may "Run One Sync Round" to test the integration, then click on "Start Sync Service" to sync fully.
Stop the sync at any time, and restart when ready.

IMPORTANT NOTE: When the Zendesk integration is not working properly, an error message will be sent in Membrain Guide to every user with admin rights. This message will be triggered if any of the following occurs:

For some reason, no progress has been made in any of the sub syncs of the integration for at least 1 full day
The remote server has stopped working

Updating Sync Timestamp

During the initial sync process, if the data set to be synced has not been modified recently, change the sync timestamps to an earlier date. To update the sync date:

Disable Sync by clicking on "Stop Sync Service".
Update the date on timestamp by hovering and clicking on it.
Press Save and "Enable Sync Service".

API Log

This log can be useful for those with a more technical background. The log lists every event related to the sync in date order and can be very useful for analyzing or troubleshooting the sync.