Zendesk

Google Sheets + Zendesk Integration

Query from Zendesk into Google Sheets or Post data from Google Sheets into Zendesk

What is Sheet Director?

Sheet Director is a Google Workspace add-on that helps to manage and control bi-directional data flow between Google Sheets and several other applications like Google Calendar, Tasks, Contacts, Sheets, QuickBooks, FreshBooks, Zoho, Zendesk, etc.

It is available in the Google Workspace Marketplace. Please check the Installation instructions to install the add-on.

What is Zendesk?

Zendesk is a suite of support apps that helps transform your customer service into agents for customer retention and lead source. ... Zendesk Support puts all customer interactions in one dynamic interface for an efficient, seamless process.

Zendesk to Google Sheets: Use Case(s)

> Pull data from Zendesk objects and store it into a spreadsheet - Query

> Push data from Google Sheets into Zendesk - Post

> Synchronize data between spreadsheet and Zendesk - Synchronize

zendesk

Sheet Director

Google Sheets

Demo Video: Integrate Google Sheets and Zendesk to pull and push data

Setting up Zendesk in Sheet Director

Choose App and Service:

Select Zendesk from the list of applications.
Select service

Zendesk Configuration

Enter Data Center
Enter your Client Id
Enter the Client Secret
Click on check
Click on connect to Zendesk to connect to Zendesk so that you can pull data.

What is Data Center ?

Data Center is the subdomain that you gave during login or your company url

https://{subdomain(datacenter)}.zendesk.com/agent//

How to get Client Id and Client Secret ?

On side bar click on admin -> channels - > API
Select OAuth clients
Enter the Client name
On redirect URI enter the following url

https://script.google.com/macros/d/1smgMnG4HJmeQFgnkeaP1xdidmh-Uvs0ri1MuWrjddCjj3CMUiXCVs9Zi/usercallback

Click on save
You will get Client Secret

If Zendesk is connected successfully the following screen appears.
Select the required entity.
Select the fields required.
Click on the "+" icon to add filters.

Select the required Field.
Select the operator.
Select the values

The Fields values are displayed.
Select any of the fields.

Select the operators required.

Select the values required.
Users can add one or more filters.
Select the Max Results required.

Destination Settings:

Configure the destination settings to save the executed data.

Scheduler Settings:

Switch on Run automatically to execute services automatically in background.

Notification Settings:

Configure the Notification settings to setup the email templates and add attachments.

Google Sheet to Zendesk - Post

Entity

Select the entity object that you need to post to
Select Apply Template or Setup Mapping
Select Apply Template to add a default template.
Select Setup Manually to select manually.

Source Sheet

Choose the sheet that contains post records.
Enter the Start at cell value

(the default value is A1, if you change the value you need to refresh the header by clicking on refresh icon on side)

Select the Status column
If status column is not there, simply click the +button to add the status header on your sheet(A status column will be created in Spreadsheet)
Select the Result column
If result column is not there, simply click the +button to add the result header on your sheet(A result column will be created in Spreadsheet)

Mapping

After selecting the entity it will ask for intelligent mapping
If you need to do intelligent mapping click on yes
Intelligent mapping will map the matching fields automatically
You can do manual mapping by selecting Column drop down
You can delete the field by click on delete icon on top of each filed map
You can't delete mandatory* fields

Click on execute will ask for confirmation
Click save to save the service

It will show number of records ready to post.
Click post now to post the records on Zendesk.

Sample Output

It will show the count of number of records posted successfully and failed to post.

Google Sheet to Zendesk - Sync

Select service as Synchronize.

Select the entity and required values.
Select the Fields that you want to update.

Select the Max results required.

Synchronize settings:

Synchronization Keys:

The keys will be used for matching rows in Google Sheets with data in Zendesk.

Conflict Resolution:

When Synchronization happens, there could be a conflict of data between Google Sheets and Zendesk.

Zendesk Wins
Google Sheet Wins

Zendesk Wins: Latest data from Zendesk will be updated in Google Sheets.

Google Sheet Wins: Latest data from Google Sheets will be updated in Zendesk.

Note: The major requirement in synchronization is the synchronize keys. If any of the keys is not having a value in the Google Sheet then Sheet Director will create it first and then the service will be executed.

Zendesk Wins

Select Zendesk.
The latest updated data from Zendesk will be updated in Google Sheets.

Choose the spreadsheet to store data.
Select the required cell value.
Select the Status column
If the status column is not there, simply click the +button to add the status header on your sheet(A status column will be created in the Spreadsheet)
Select the Result column
If the result column is not there, simply click the +button to add the result header on your sheet(A result column will be created in the Spreadsheet)

If your sourcesheet has data already, it will ask for mapping.
If your sourcesheet is empty, it will query the mentioned number of records from the app to sheet and then ask for the mapping.
You can click on Yes and proceed with Intelligent mapping or you can click on No and proceed with manual mapping.

Click Execute to execute the data.

The number of records that are ready to be synchronized will be shown.
It will also show all the data that are ready to be updated.
Also, the number of data that needs to be updated into Zendesk will also be updated.
Click on Sync Now to sync all the data and update it into Google Sheets.
Click on the Refresh icon to refresh the data.

If the data are synced successfully the following screen appears.
Click on Close to close the configuration.

Sample Output

The Status column in the Google Sheets shows the status of the data.
The newly updated data will be marked as Synced Successfully.
The old data that already exists will be marked as Already Synchronized.

Google Sheet Wins

Select Google Sheet Wins.
The latest updated data from Google Sheet will be updated into Zendesk.

Select the sheet to store the output.
Select the Status column
If the status column is not there, simply click the +button to add the status header on your sheet(A status column will be created in the Spreadsheet)
Select the Result column
If the result column is not there, simply click the +button to add the result header on your sheet(A result column will be created in the Spreadsheet)

Click Execute to execute the data.
Click Save to save.

The number of records that are ready to be synchronized will be shown.
It will also show all the data that are ready to be updated.
Also, the number of data that needs to be updated into Zendesk will also be updated.
Click on Sync Now to sync all the data and update it into Google Sheets.
Click on the Refresh icon to refresh the data.