Use our Zendesk Sell integration to create targeted marketing and customer engagement opportunities in Dotdigital using your Zendesk Sell account data.

Before you start

Things you need to know:

Your Zendesk Sell account must have access to the Zendesk Sell Core API and Sync API.
- These are available to most users by default.

1. Connect Dotdigital to Zendesk Sell

Go to Connect > Integrations.
In the left menu, under SHOW, select Self-serve.
Find Zendesk Sell, then select +ADD.
Select INSTALL.
In the pop-up, enter your Zendesk Sell account Email address and Password, and select Sign in.
For Authorise application, read the information, and select Authorise.
Select Next to move on and configure the application.

2. Set up contact synchronisation

Choose the settings for synchronising contacts between Zendesk Sell and Dotdigital. The settings:

Setting	Options	Description
Sync contacts	Yes No	Choose whether you want to synchronise contact data.
Contact sync option	Bi-directional - Changes on either platform are synced. From Zendesk Sell to Dotdigital - Changes on Zendesk Sell are synced. From Dotdigital to Zendesk Sell - Changes on Dotdigital are synced.	Choose the contact sync direction of your integration.
Multiple contact match handling	Update first contact where email and names match Update first contact where emails match Do not update!	Zendesk Sell lets more than one contact use the same email address, whereas Dotdigital requires each contact to have a unique email address. You must choose how to handle the situation where the integration cannot map updates to a contact in Dotdigital to a single contact in Zendesk Sell.
Master system	Zendesk Sell Dotdigital	Only for bi-directional updates and used to define which system is considered the data master. Necessary if you choose to align data as the chosen master system overwrites the other platforms data.
Initial contact data alignment	No - Start syncing from this point. Yes - All contact data will be synced from the master system on the initial sync.	Lets you force a data alignment during the initial sync, which overwrites data in the non-master system with data from the master system. Warning: Misconfiguration of this setting might lead to data loss. Depending on the number of synced contacts, the process might take some time to complete after the integration is enabled.
Contact data field mappings	Map your Zendesk Sell to Dotdigital data fields.	Use the drop-down menus to map your Zendesk Sell to Dotdigital contact data fields. Any custom data fields created in Zendesk Sell are prefixed `custom_fields`. For example, a custom field of `optinType` become `custom_field.optinType`. You can only map fields one to one – you cannot map more than one data field to a single data field. The system automatically tries to fuzzy match the data fields, so all mappings should be validated before they can be accepted.

3. Set up lead synchronisation

Leads in Dotdigital are mapped to contacts and stored in specific lead lists to inform Zendesk Sell the contact is a lead, and their lead status.

The integration creates a corresponding list in Dotdigital for each Zendesk lead status. This makes it clear in Dotdigital which contacts are leads and their current status.

Lead list naming convention:

Zendesk Sell - Leads: {lead status} For example, Zendesk Sell - Leads: New

Choose the settings for synchronising leads between Zendesk Sell and Dotdigital. The settings:

Setting	Options	Description
Sync leads	Yes No	Choose whether you want to synchronise lead data.
Lead sync option	Bi-directional - Changes on either platform are synced. From Zendesk Sell to Dotdigital - Changes on Zendesk Sell are synced. From Dotdigital to Zendesk Sell - Changes on Dotdigital are synced.	Choose the lead sync direction of your integration.
Multiple contact match handling	Update first contact where email and names match Update first contact where emails match Do not update!	Zendesk Sell lets more than one lead use the same email address, whereas Dotdigital requires each contact to have a unique email address. You must choose how to handle the situation where the integration cannot map updates to a contact in Dotdigital to a single contact in Zendesk Sell.
Master system	Zendesk Sell Dotdigital	Only for bi-directional updates and used to define which system is considered the data master. Necessary if you choose to align data as the chosen master system overwrites the other platforms data.
Initial contact data alignment	No - Start syncing from this point. Yes - All contact data will be synced from the master system on the initial sync.	Lets you force a data alignment during the initial sync, which overwrites data in the non-master system with data from the master system. *Warning:* Misconfiguration of this setting might lead to data loss. Depending on the number of synced contacts, the process might take some time to complete after the integration is enabled.
Contact data field mappings	Map your Zendesk Sell to Dotdigital data fields.	Use the drop-down menus to map your Zendesk Sell to Dotdigital contact data fields. Any custom data fields created in Zendesk Sell are prefixed `custom_fields`. For example, a custom field of `optinType` become `custom_field.optinType`. You can only map fields one to one – you cannot map more than one data field to a single data field. The system automatically tries to fuzzy match the data fields, so all mappings should be validated before they can be accepted.

4. Set up email Opt-in and Opt-out synchronisation

Choose the settings for synchronising the marketing opt-in and out-out status between Zendesk Sell and Dotdigital. This section is configured in three sections: general, contacts, and leads.

General settings

Choose your general settings for opt-in status synchronisation:

Setting	Options	Description
Sync opt-ins	Yes No	Choose whether you want to synchronise opt-in and opt-out status.
Sync opt-in state	Bi-directional - Changes on either platform are synced. From Zendesk Sell to Dotdigital - Changes on Zendesk Sell are synced. From Dotdigital to Zendesk Sell - Changes on Dotdigital are synced.	Choose the opt-in status sync direction of your integration.
Default opt-in status	None - No default opt-in status, so you must map the status explicitly for both opt-in and opt-out. Opted in - By default, Zendesk Sell contacts and leads are considered opted-in to marketing; only opt-out mappings need to be defined. Opted out - By default, Zendesk Sell contacts and leads are considered opted-out to marketing; only opt-in mappings need to be defined.	If not explicitly defined, choose the default opt-in status Dotdigital uses for a contact or lead in Zendesk Sell.
Do you want to create leads/contacts for opt-outs?	No - We will not create a contact. Yes - We will create a contact or lead to show a contact as opted out.	If we can't find a matching lead or contact, choose whether to create a contact to make sure Zendesk Sell has a record of the opt-out.

Contacts

Choose your settings for opt-in status synchronisation for contacts:

Setting	Options	Description
Do you want to sync Zendesk Sell contacts opt in status	Yes No	Choose whether you want to synchronise opt-in and opt-out status for contacts.
Opt in data held in*	Contact fields Tags	Choose whether you want to store contact opt-in status in contact data fields or tags.

*If you choose Contact fields for Opt in data held in, you must configure the following settings:

Setting	Options	Description
Opt in status property	List of your contact data fields	Expand the drop-down menu and choose the contact data field you want to store the opt-in status in.
Value type	Boolean (check box) Specific values	Choose whether your opt-in data field is a boolean or specific value.
If value type is Boolean… Checked value represents	Opted-in Opted-out	Choose whether your true (checked value) means the contact status is opted-in or opted-out.
If value type is Specific values… Checked value represents	Opt in value Opt out value	Enter the value for your opt-in and opt-out status.

*If you choose Tags for Opt in data held in, you must configure the following settings:

Setting	Options	Description
Opt in tag	The tags you have defined for contacts in Zendesk Sell	Expand the drop-down menu and choose the contact opt-in tag you want to store the opt-in status in.
Opt out tag	The tags you have defined for contacts in Zendesk Sell	Expand the drop-down menu and choose the contact opt-out tag you want to store the opt-in status in.

Leads

Choose your settings for opt-in status synchronisation for leads:

Setting	Options	Description
Do you want to sync Zendesk Sell contacts opt in status	Yes No	Choose whether you want to synchronise opt-in and opt-out status for leads.
Opt in data held in*	Lead fields Tags	Choose whether you want to store contact opt-in status in lead data fields or tags.

*If you choose Lead fields for Opt in data held in, you must configure the following settings:

Setting	Options	Description
Opt in status property	List of your lead data fields	Expand the drop-down menu and choose the lead data field you want to store the opt-in status in.
Value type	Boolean (check box) Specific values	Choose whether your opt-in data field is a boolean or specific value.
If value type is Boolean… Checked value represents	Opted-in Opted-out	Choose whether your true (checked value) means the contact status is opted-in or opted-out.
If value type is Specific values… Checked value represents	Opt in value Opt out value	Enter the value for your opt-in and opt-out status.

*If you choose Tags for Opt in data held in, you must configure the following settings:

Setting	Options	Description
Opt in tag	The tags you have defined for leads in Zendesk Sell	Expand the drop-down menu and choose the contact opt-in tag you want to store the opt-in status in.
Opt out tag	The tags you have defined for leads in Zendesk Sell	Expand the drop-down menu and choose the contact opt-out tag you want to store the opt-in status in.

5. Set up product catalog synchronisation

Choose your settings for product catalog synchronisation.

The settings:

Setting	Options	Description
Do you want us to sync your product catalog from Zendesk Sell to dotdigital?	Yes No	Choose whether you want daily synchronisation of your product catalog from Zendesk Sell to Dotdigital.

6. Setup complete

Your data starts to synchronise within one hour of completing the setup process. Depending on your setup, the initial data synchronisation might take time to complete. All subsequent syncs occur hourly.

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Zendesk Sell overview