Zendesk Integration

Learn to integrate Featurebase with Zendesk and the key features.

Written By Markus from Featurebase

Last updated About 1 month ago

Overview

The Featurebase ↔ Zendesk integration enables you to track the number of customers who request a topic, save requests as actionable tasks, and automate follow-ups to always close the feedback loop.

Key features:

  • Save feedback from Zendesk support chats to Featurebase

  • Easily track how many customers request a topic

  • Keep users automatically updated about their requests by subscribing them to Featurebase posts.

Example: Every time someone mentions a certain topic (e.g. a feature request), you can open the Featurebase tab in Zendesk to search for an existing post about the topic or create a new one.

You can then subscribe the user to email updates about that specific issue along with other interested users. When released, an email will be sent to all the users at once. No need to manually follow up with each user separately.

Setting up the Zendesk integration

To set up the Zendesk integration:

  1. Go to Settings → Integrations in Featurebase

  2. Click on Configure Zendesk

  3. Look up your Zendesk subdomain (e.g. yoursubdomain.zendesk.com)

  4. Enter your subdomain and click Connect

  5. Give Featurebase permissions to access your Zendesk instance

How to use

1. Submit ideas from Zendesk chats

Easily save customer feedback & feature requests from Zendesk chats directly to Featurebase's voting boards for better management and prioritization:

  1. Open the Zendesk ticket

  2. On the left side, under Apps, open Featurebase for Zendesk (You can pin the Featurebase tab to your sidebar for easier access)

  3. Click Create New Post

  4. Fill in the title and description

  5. Click Submit Post

Good to know: Featurebase automatically sets you a reply template, letting the user know that their feedback has been recorded & they’ll receive updates about it.

2. Subscribe users to receive updates

You can easily subscribe users who request features to relevant Featurebase posts to ensure they receive updates:

  1. Open the Zendesk ticket and use the Featurebase sidebar

  2. Search for the relevant feedback post

  3. Click the Vote button to add the user as an upvoter

Tip: You can also add a note with the vote, which defaults to a private comment in Featurebase under the post.

And that's it! 🎉 If you have any ideas about how we can improve the Zendesk integration, please post on our feedback board.