Alchemer Mobile Zendesk Integration Guide

The Alchemer Mobile Zendesk Integration automatically opens tickets in Zendesk and keeps them in sync when your customers provide feedback in-app. When you reply via Zendesk, the feedback is automatically routed back to the customer and displayed within your app in Message Center. Alchemer Mobile creates one Conversation per customer and only one active ticket in Zendesk will receive the messages a customer sends via Message Center. If there’s no currently active ticket in Zendesk for the customer, a new one will be created.

Get Your Zendesk API Token

First, you’ll configure Alchemer Mobile (Apptentive) to post messages from Message Center into Zendesk using an API token.

1. In Zendesk, go to: Admin Center → Apps and integrations → Zendesk API
2. Enable Token Access
3. Follow the instructions below and create a new API token with the description Apptentive Integration
4. Copy the new API Token
5. Go to your app’s Alchemer Mobile Integrations, and click Zendesk
6. Paste the API Token in the API Token field
7. Enter your Username (email address) and Zendesk Subdomain
8. Enable the integration by toggling the Active toggle on Apptentive
9. Optionally, configure your custom data
10. Click Save

Configure Zendesk

Next, you’ll configure Zendesk so that any replies you send from Zendesk are routed back to your customers via Message Center. This step is required if you want customers to see those replies in Message Center, though you may want to use other methods of notifying customers instead of or in addition to this.

11. In Zendesk, go to Admin Center → Apps and integrations → Targets
12. Click add Target
13. Click URL Target
14. Set Title to “Apptentive”
15. Set URL to:

    https://notify2.apptentive.com/integrations/apps/APPID1,APPID2/zendesk

16. Make sure you replace APPID1,APPID2 (and so on) in the URL with all Apptentive App IDs. Each must be separated by a comma with no space. The order does not matter, but you must include all app IDs. 
    • Example for a single app: https://notify2.apptentive.com/integrations/apps/503ea820253aff102d9b1a1a/zendesk
    • Example for multiple apps: https://notify2.apptentive.com/integrations/apps/503ea820253aff102d9b1a1a,5b3ea826253aff102d9baa1f,5f501361403664788400000d/zendesk
17. Set Method to POST
18. Set Attribute Name to data
19. Select Test Target, click Submit, and verify success. This will be indicated by a popup overlayed on your Zendesk dashboard.
    

20. Select Create Target, and click Submit
21. Go to Admin Center → Objects and rules → Business rules → Triggers
22. Click Add trigger
23. Set Trigger name to “Apptentive”
24. Set Category to “Notifications”
25. Under Meet ANY of the following conditions add all of the following:
    1. Status is… New
    2. Status is… Open
    3. Status is… Pending
    4. Status is… Solved
    5. Status is… Closed
26. Under Actions:
    1. Select Notifications: Notify target
    2. Set Target to the Target Title above (e.g. “Apptentive”)
    3. Set Message to the following:
       { "ticket": { "id": {{ticket.id}}, "status": "{{ticket.status | downcase}}", "created_by": { "name": "{{ticket.requester.name}}", "email": "{{ticket.requester.email}}" } }, "message": { "id": {{ticket.latest_comment.id}}, "public": {{ticket.latest_comment.is_public}}, "created_at": "{{ticket.latest_comment.created_at_with_time | date: '%c'}}", "sender": { "name": "{{ticket.latest_comment.author.name}}", "email": "{{ticket.latest_comment.author.email}}" }, "attachments": [ {% for attachment in ticket.latest_comment.attachments %} { "name": "{{attachment.filename}}", "url": "{{attachment.url}}" } {% unless forloop.last %},{% endunless %} {% endfor %} ] } }--boundary-Zendesk-subject{{ticket.title}}--boundary-Zendesk-body{{ticket.latest_comment.value}}

After this, head back to the Alchemer Mobile dashboard and ensure you have activated your integration. From here, all inbound messages from Message Center should be routed to Zendesk. Messages typically show up in Zendesk within a minute or two of being received by Alchemer Mobile, but there may be a slight delay depending on server load.

If Your Target Becomes Unhooked

It is possible for your Zendesk trigger/hook to become deactivated. Luckily, this is easy to fix. To reactivate the trigger/hook, from your Zendesk Dashboard, go to:

Admin -> Admin Center -> Apps and Integrations -> Targets -> Activate your Apptentive target