Zendesk
Configuration guide for the Recurly Engage Zendesk integration, enabling support workflows to be triggered directly from prompts.
Overview
Required plan
This feature or setting is available to all customers on any Recurly Engage subscription plan.
Prerequisites & limitations
- You must have Company, App Administrator, or App Member permissions in Recurly Engage.
- Your Zendesk account must support API token authentication and you must have an admin-generated token.
Definition
The Zendesk integration allows Recurly Engage prompts to perform support actions—like creating tickets, assigning agents, and managing user status—directly in your Zendesk instance.
Key benefits
- Automate ticket creation: Instantly log support tickets when users interact with prompts.
- Streamline support workflows: Assign, prioritize, or suspend users without leaving your app’s interface.
- Improve response times: Reduce manual hand-offs by handling common support tasks programmatically.
Key details
Required settings
- Domain (e.g.,
yourcompany.zendesk.com) - API Key (aka API Token)
- Username (Zendesk account email)
Supported actions
| Action | Description | User Dependencies | Additional Instructions |
|---|---|---|---|
| Create support ticket with notification of offer acceptance | Creates a support ticket with information about the user and prompt | n/a | — |
| Set priority of all existing tickets | Sets priority attribute for all tickets created by the user | zendesk_id or email_address | Select the priority level on the prompt screen |
| Assign all existing tickets to a specific agent | Assigns all tickets created by the user to one agent | zendesk_id or email_address | Select the agent on the prompt screen. Manage agents under Admin > People > Agents in Zendesk dashboard |
| Suspend user | Sets the user to suspended state | zendesk_id or email_address | — |
| Restore suspended user | Restores the user from suspended state | zendesk_id or email_address | — |
| Assign all existing tickets to a group | Assigns all tickets created by the user to a group | zendesk_id or email_address | Select the group on the prompt screen. Manage groups under Admin > People > Groups in Zendesk dashboard |
| Delete all tickets | Deletes all tickets created by the user | zendesk_id or email_address | — |
| Set status of all existing tickets | Sets status of all tickets created by the user | zendesk_id or email_address | Select the status on the prompt screen |
| Delete and spam all existing tickets | Marks all tickets created by the user as spam | zendesk_id or email_address | — |
Additional resources
Updated 9 days ago