Zendesk is a leading customer service and support platform used by businesses to manage tickets, provide live support, and streamline communication with customers.
By integrating Zendesk with Omnisend, you can bring support interactions into your marketing workflows. This allows you to personalize follow-ups, segment users based on ticket activity, and trigger automation 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. In Omnisend, go to → Apps → Search for "Zendesk" → Click on "Connect Now".
Step 2. Select which scenarios you will want to use and click "Continue".
Step 3. Grant access to your Zendesk account by following the instructions after clicking on "Grant access", then click "Continue".
Step 4. After clicking "Start", all scenarios will be enabled; however, they can be disabled one by one if needed. You can complete the process by clicking "Confirm".
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 Events:
Custom Event Name | Description |
Zendesk - ticket opened | 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 priority changed | When the ticket's priority is changed in Zendesk, a custom event is triggered |
Zendesk - ticket resolved | When the ticket's status is changed to "Solved", this event is triggered |
Remember that historical data is not synchronized.
Use in Automations
These customer events can be used to power support-based automations in Omnisend:
Customer Reassurance Flows: Send an automatic confirmation when a ticket is created.
High Priority Alerts: Trigger an SMS or internal notification when ticket priority changes to "High" or "Urgent".
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.
Additional 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.
Ticket status: Changing status between "Open" and "In progress" will not trigger the "ticket status changed" event.
Ticket status: "Solved" is also a status that triggers both "ticket status changed" and "ticket resolved" events.
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.