Help: Integration

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Zendesk Integration

You can integrate ActiveCampaign with Zendesk in the following ways:

1. Import end-users into ActiveCampaign as new subscribers.
2. Use our Zendesk widget to add/update the end-user in ActiveCampaign from within Zendesk (version prior to Lotus).
3. Use our Zendesk Lotus app to sync end-users to ActiveCampaign subscribers (similar to #2 but made specifically for Lotus).

Import end-users as new subscribers

Your Zendesk end-users are those that submit support tickets. Using ActiveCampaign you can choose to follow-up with those users via email for promotions, offers, or simply contacting them regarding their overall support experience.

Just visit the Import Subscribers section and choose Zendesk as your external source:

Screenshot of ActiveCampaign software

Screenshot of ActiveCampaign software

Next, put in your Zendesk account information, including account name, username, and password (of a Zendesk Agent or Admin user):

Screenshot of ActiveCampaign software

Next, include any import filters that will narrow-down the data returned from Zendesk. These are optional and can be left blank (in which case, all users would be returned).

Screenshot of ActiveCampaign software

Next, choose which Zendesk fields you want to map to ActiveCampaign fields, so the data is stored properly:

Screenshot of ActiveCampaign software

Click “Import Now” when ready. You can view the report or click “Manage Subscribers” to view the imported users.

Common Questions

“Does Zendesk integration let me update my users in Zendesk and have it sync back to ActiveCampaign?”

At this time, the sync is only one-way and must be performed manually. If you want to ensure that you do not re-sync the same users from Zendesk, make sure their email address has not changed, and then choose to “Update existing subscribers” on step one of the import section:

Screenshot of ActiveCampaign software

If you do not check this option, then existing subscribers (email addresses) will simply be ignored when importing, as there is no way to import duplicate subscribers (emails) in ActiveCampaign.


Use our Zendesk widget

Our official Zendesk widget allows you to add and modify subscriber details right from within Zendesk.

To install the widget, start by going to Settings > Extensions:

Screenshot of Zendesk admin panel

Click “add widget”:

Screenshot of Zendesk admin panel

Choose “Custom”:

Screenshot of Zendesk admin panel

In the “Custom widget” section, configure the settings as shown below:

Screenshot of Zendesk admin panel

For the Content section, here is the code to paste:

<div id="activecampaign"></div>
<script type="text/javascript" src="https://zendesk.ac-app.com"></script>

Choose “Create widget” then click “Submit.”

Screenshot of Zendesk admin panel

When visiting a ticket page, choose “Edit widgets on this page.”

Screenshot of Zendesk ticket page

Choose the ActiveCampaign widget that you just created:

Screenshot of Zendesk ticket page

Click “Login” and establish your ActiveCampaign connection (read about how to obtain your API connection information).

Screenshot of Zendesk ticket page

Screenshot of Zendesk ticket page

If the Zendesk end-user’s email address is not a subscriber yet, click “Add” to add them as a new subscriber:

Screenshot of Zendesk ticket page

Populate their name and chosen lists, and then click “Add Subscriber.”

Screenshot of Zendesk ticket page

The widget area will then update to reflect this new subscriber:

Screenshot of Zendesk ticket page

If there is activity associated with the subscriber (recent opens, clicks, forwards, etc), it will also show up in the widget area:

Screenshot of Zendesk ticket page

You can edit the subscriber details right through the widget, and everything will remain in sync with ActiveCampaign:

Screenshot of Zendesk ticket page

If you click the “View” button, that will take you directly to the ActiveCampaign “View Subscriber” page:

Screenshot of Zendesk ticket page and ActiveCampaign View Subscriber page

Important information about the widget

At the current time, one Zendesk account can connect to only one ActiveCampaign installation.

Other Zendesk agents under the same account that access ticket pages will see the same ActiveCampaign widget data (from the same ActiveCampaign source installation). The widget compares the Zendesk account (base URL) with connection details already saved by another agent, and uses those same connection details so other agents don’t have to log-in.


Use our Zendesk Lotus app

Zendesk’s latest interface is called “Lotus,” and we have an official ActiveCampaign app that works much like the widget for the old interface.

Start by creating a new list in ActiveCampaign called “Zendesk.”

Screenshot of ActiveCampaign Lists page

Create any custom fields that you might want to use for Zendesk, such as “Ticket Subject” and “Ticket Tags.”

Screenshot of ActiveCampaign custom fields page

Next, visit Integration > External Services, and choose “App Settings” underneath the Zendesk logo:

Screenshot of ActiveCampaign External Services section

Screenshot of ActiveCampaign External Services section

Decide if you want to map your custom fields to Zendesk fields. These values will come over from Zendesk when syncing a subscriber from any ticket page:

Screenshot of ActiveCampaign External Services section

In Zendesk – continue by going to Settings, Browse, and locate the ActiveCampaign app:

Screenshot of ActiveCampaign Zendesk Lotus app

Hover over the ActiveCampaign app and click Install:

Screenshot of ActiveCampaign Zendesk Lotus app

Provide your API URL and Key, and provide a display name for the app (which will show up in the right sidebar above the app). Then click Install:

Screenshot of ActiveCampaign Zendesk Lotus app

On each ticket page, the ActiveCampaign app will appear in the right sidebar:

Screenshot of ActiveCampaign Zendesk Lotus app

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