Zendesk is a leading customer service and support platform used by businesses to manage tickets, provide live support, and streamline customer communication.
By integrating Zendesk with Omnisend, you can bring support interactions into your marketing workflows. This allows you to personalize follow-ups, segment users by ticket activity, and trigger automations based on support status updates.
Key Benefits
Automatically sync Zendesk ticket activity into Omnisend as custom events.
Trigger email or SMS automations when a support ticket is created or updated.
Personalize communication based on ticket status or priority.
Centralize customer support data alongside marketing touchpoints.
Setup Process
Step 1. Go to the Omnisend App Market and search for Zendesk. Click the 'Connect now' button.
Step 2. Wait a moment for integration to set up and enter your Zendesk subdomain, e.g., if your Zendesk is https://omnisend-1234.zendesk.com, enter omnisend-1234 and click "Connect":
Step 3. Grant access to your Zendesk account by following the instructions and waiting for the connection to be established
Step 4. You'll see the four available automations shown below – toggle on the ones relevant to your workflow.
And that's it! Your Zendesk account is now connected with Omnisend!
What Data is Passed
Contact Fields Synced:
Email address;
Phone number;
First Name.
Supported automations:
Custom Event Name | Description |
Zendesk - New User | When a new user is added in Zendesk, a contact is created/updated in Omnisend. |
Zendesk - New Ticket | When a ticket is created in Zendesk, a custom event is triggered. |
Zendesk - Ticket Status changed | When the ticket's status is changed in Zendesk, a custom event is triggered. |
Zendesk - Ticket CSAT Received | When a user leaves feedback after the ticket is closed, a custom event is created in Omnisend with CSAT details. |
Remember that historical data is not synchronized.
Most Useful Event Properties
These properties are available for ticket-related events
Property | Value Example | Description |
|
| Current ticket status |
|
| Ticket priority level |
|
| Type of ticket |
|
| Ticket subject/title |
|
| Initial message from the customer |
|
| Tags assigned to the ticket |
|
| When the ticket was created |
|
| When the ticket was last updated |
|
| How the ticket was submitted |
For more information on using these properties in automations, click here.
Use in Automations
These customer events can be used to power support-based automations or segmentation in Omnisend:
Customer Reassurance Flows: Send an automatic confirmation when a ticket is created.
Status Update Automations: Let customers know when their support case status changes.
Churn Prevention: If a ticket remains open too long, send a follow-up or escalate to retention.
Satisfaction Follow-up: Trigger a review request once a ticket is solved.
Priority-based escalation – If
detail.priorityisURGENTorHIGH, trigger an immediate SMS or a dedicated retention flow rather than a standard email sequence.Channel-aware messaging – Use
detail.via.channelto tailor the tone; a customer who wrote in viaweb_formmay need a different response than one coming fromchatoremail.Ticket type routing – Route
INCIDENTorPROBLEMtickets into a separate reassurance flow, acknowledging a known issue, whileQUESTIONtickets get a simpler confirmation.Tag-based segmentation – Use
detail.tagsto add contacts to specific Omnisend segments (e.g., aviptag triggers a premium support flow.Subject line personalization – Pull
detail.subjectinto your automation email body so the customer sees their specific issue referenced, e.g., "We received your ticket: [[ event.detail.subject ]]".
Additional Integration Notes
Event Timing: Events are sent to Omnisend in near real-time.
One-Way Sync: The integration sends Zendesk activity to Omnisend, not the other way around.
Contact Matching: Contacts are matched via email; unknown contacts will be automatically created in Omnisend as non-subscribed.
Zendesk – Ticket CSAT Received: CSAT needs to be enabled in Zendesk to capture users' feedback before this event can be created in Omnisend.
Need help? If you didn't find the answer to your question, reach out to our support team through the in-app chat or at [email protected] – our team is available 24/7.