Integrate Zendesk with Cascade

If you're managing your customer data, CSAT, first response time, and so on in Zendesk, and want to bring it to Cascade, then here it is - a very easy and quick way to integrate and track actions or KPIs. 

This connection is enabled through Zapier. Eliminate the need to go back and forth between Cascade and your Zendesk accounts. 

Remember that the steps in this article provide a general guideline, and the specific steps and details may vary based on the features and capabilities provided by Zendesk and Cascade at the time of your integration. Please reach out to us for assistance if you are looking to connect Zendesk with Cascade and create an automated workflow.

Prerequisites

Before you establish the connection, it is important that these prerequisites are met:

Cascade:

• A ‘Paid’ tier account in Cascade to access Zapier connections.

• A Measure that is associated with your 'Objective' in the plan that you created in Cascade, and want to link to your Zendesk app.

• The tracking type of the measure is set as Zapier, with the initial and target values defined.

Zapier:

A valid Zapier account.

Zendesk:

• A valid Zendesk account.

• A ticket in Zendesk dashboard that has the measure's data point (that needs to be updated in Cascade).

How to automate workflow between Zendesk and Cascade?

1. Log into your Zapier account.

2. Click + Create Zap or My Zaps from the left navigation pane to either create a new zap from scratch or to use a pre-made zap.

3. Choose Zendesk as the Trigger App.

4. Select the specific trigger event, such as "Updated ticket" or any other event that you want to use as a trigger.

5. Connect your Zendesk account to Zapier by providing the necessary API authentication.

6. Perform a test to ensure that Zapier can trigger based on the selected Zendesk event.

7. Choose Cascade as the Action App.

8. Select the specific action event, such as "Update Measure's current progress" or any other action you want to perform in Cascade.

9. Connect your Cascade account to Zapier by providing the necessary authorization.

10. Map the data fields from Zendesk to corresponding fields in Cascade.

11. Perform a test to ensure that Zapier can send data from Zendesk to Cascade successfully.

12. Once both the trigger and action steps are configured and tested successfully, turn on your Zap. This will make it live and start automating the data transfer between Zendesk and Cascade.

To understand the different triggers from Zendesk, troubleshooting, and other related help information with the Zendesk- Zapier workflows, please search for "Zendesk" in the Zapier Help Center.

Advanced integration with Zendesk using API:

By leveraging Zendesk's data export and retrieval methods, you can:

• Import support team performance metrics into Cascade.

• Update corresponding tasks or goals in Cascade when comments are added or updates are made to tickets in Zendesk.

• Automatically create tasks in Cascade based on new tickets created in Zendesk.

Our advanced integrations can supercharge your strategy by tying your technical ecosystem together directly into Cascade. This will eliminate the need for almost any duplication of effort and will keep your Cascade environment up to date with the most recent data no matter where you are tracking it.

1. Obtain the necessary API credentials from your Zendesk account or administrator.

2. Identify the specific data points in Zendesk that you would like to be integrated with Cascade.

3. Understand how these data points map to the corresponding fields in Cascade.

4. Identify and utilize the best way to retrieve or send data between the platforms while handling data mapping and transformation as needed. For example, APIs, data exports, webhooks, etc.

Reach out to us anytime to start the conversation on how we can help leverage our API to integrate with your data.