Our Zendesk Sell integration lets you create targeted marketing and customer engagement opportunities in Dotdigital with your Zendesk Sell account data.
Contact data synchronisation
Features
We support:
Optional use - It’s up to you whether or not to synchronise your contact data.
Three sync directions - Choose between three sync directions:
Zendesk Sell to Dotdigital
Dotdigital to Zendesk Sell
Bi-directional (default)
Hourly synchronisation - Know your contact data is up-to-date on both platforms with hourly synchronisation.
Data alignment - If you want, when you’re getting set up, we’ll make sure both systems have the same contact data.
Custom data field mapping - You can decide how your data fields are mapped to Zendesk Sell contacts.
We don’t currently support:
Single names - Contacts must have a first name and last name to synchronise with Zendesk Sell.
Invalid statuses - If we can’t map a valid value for `customer_status` or `prospect_status` for a contact then it defaults to `none`.
Deleting contacts in Zendesk Sell - If you delete a contact in Zendesk Sell, it will only synchronise with Dotdigital, if...
the Dotdigital contact is not related to a lead.
we can identify the Dotdigital contact linked to the Zendesk contact.
Lead data synchronisation
Understanding lead synchronisation
Dotdigital to Zendesk Sell
Leads are contacts in Dotdigital, and we store them in specific lists that represent the lead statuses within Zendesk Sell. Each lead status has a list created in Dotdigital with a name format of Zendesk Sell - Leads: {lead status}.
Adding a contact to a lead status list in Dotdigital synchronises the lead to Zendesk Sell with the status of that list. Try to keep contacts in only one lead status list. In cases where a contact is in more than one lead status list, we use the lead status of the last (most recent) list you added the contact to.
Zendesk Sell to Dotdigital
Any leads in Zendesk Sell associated with a lead are automatically added to the corresponding lead list in Dotdigital using the lead's status.
Features
We support:
Optional use - It’s up to you whether or not to synchronise your lead data.
Three sync directions - Choose between three sync directions:
Zendesk Sell to Dotdigital
Dotdigital to Zendesk Sell
Bi-directional (default)
Hourly synchronisation - Know your lead data is up-to-date on both platforms with hourly synchronisation.
Data alignment - If you want, when you’re getting set up, we’ll make sure both systems have the same contact data.
Custom data field mapping - You can decide how your data fields are mapped to Zendesk Sell leads.
We don’t currently support:
Full names - Contacts must have a first name and last name to synchronise with Zendesk Sell.
Deletions in Zendesk Sell - If you delete a lead in Zendesk Sell, it will only synchronise with Dotdigital, if...
the Dotdigital contact is not related to another Zendesk Sell contact.
we can identify the Dotdigital contact linked to the Zendesk Lead.
Deletions in Dotdigital - If you delete a contact in Dotdigital, it will not synchronise with Zendesk Sell.
Opt-in and Opt-out status synchronisation
Features
We support:
Optional use - It’s up to you whether or not to synchronise your opt-in data.
Three sync directions - Choose between three sync directions:
Zendesk Sell to Dotdigital (default)
Dotdigital to Zendesk Sell
Bi-directional
Hourly synchronisation - Know your opt-in data is up-to-date on both platforms with hourly synchronisation.
Tags and data fields - Opt-in and opt-out status can be read from both tags and data fields.
Default status - Define the default opt-in status for leads and contacts in Zendesk Sell.
Opt-in and Opt-out Synchronisation (Zendesk Zell to Dotdigital) - Changes to opt-in and opt-out status in Zendesk Sell are always synced to Dotdigital if enabled.
Synchronising suppressed contacts (Dotdigital to Zendesk Sell) - When you synchronise a suppressed contact from Dotdigital to Zendesk Sell, and if the contact is not an existing lead or contact, then if permitted, it will be created to ensure you have a record of the opt-out in Zendesk Sell.
We don’t currently support:
Automatic opt-in synchronisation (Dotdigital to Zendesk Sell) - For opt-in synchronisation, there must be another change to a contact to trigger the synchronisation.
Product catalog synchronisation
Features
We support:
Optional use - It’s up to you whether or not to synchronise your product catalog data.
Daily synchronisation - Know your product catalog is up-to-date on both platforms with daily synchronisation.
We don’t currently support:
Online catalog URLs - Since Zendesk Sell doesn’t provide an online catalog, you cannot set an image, and the URL for the product is fixed to
http://www.example.com/. For this reason, you should not use these properties.
Incompatible data
Suppose a customer creates incompatible data with Zendesk Sell, such as no name for a contact, an incorrect billing address, or a contact not marked as a prospect or customer. In that case, the integration will ignore the update until you correct the data, and a new synchronisation will align the contact information in both platforms.