Sailthru Zendesk App

The Sailthru Zendesk app is Sailthru’s official integration for Zendesk. The app is designed to provide valuable and actionable data from Sailthru to support agents when working with customers. The app synchronizes certain profile data in both directions between Sailthru and Zendesk. This allows support agents to interact with customers’ Sailthru profiles, while also allowing marketers to act on their statuses in Zendesk.

The app offers the following features:

  • In-ticket user list membership and opt-out status management.
  • In-ticket Sailthru data on customer behavior (e.g. engagement, last open, signup time).
  • Profile data sync between Sailthru and Zendesk, with support for changing customer email addresses from within Zendesk (syncing the new email to Sailthru while leaving the rest of the user profile intact).
  • Set customers’ health to inform your Sailthru marketing strategy through a profile var. 

Additionally, clients with Prediction Manager will have access to the following features:

  • Customer Value Score: a 1-4 scale representation of their PM segment based on predictions of 30-day pageviews (for publishers) or 365-day revenue (for ecommerce).
  • High Value Customer Tagging: The Sailthru app will automatically tag high value customers based on Customer Value Score with a sailthru_highvalue label in Zendesk.

Installation

Your CSM will also implement a process for ongoing management of user syncing during setup. For this step we’ll work with you to authorize your Zendesk application to sync users to Sailthru.

Usage

Once installed, visit a ticket and open up the right sidebar. If the customer has a profile with Sailthru, the screen will populate with their Sailthru data.

Overview Screen

 

The Overview page shows predictive stats at-a-glance, as well as stats about lifetime interaction with Sailthru, activity highlights (sign-up date, most recent pageview, open, click, and more), and allows you to set Customer Health as a var in Sailthru.

Zendesk Customer Health

Moving the Customer Health slider between neutral, happy, and frustrated will send the zendesk_health var to Sailthru with the corresponding value from the slider. You can then use this for suppression lists as well as various email strategies.

For example: If a Zendesk agent identifies that a customer is clearly unhappy and that it would cause more frustration if they were to receive a marketing campaign in the next day, the agent could change the status tofrustrated and the marketing team could suppress any campaign messages to that user,in an effort to reduce the chance of the customer unsubscribing.

Email Screen

From the email tab you will be able to remove the customer from any current list subscriptions, as well as edit their opt-out status.

Zendesk email tab

Data passed back to Sailthru

Once integrated, the following vars will be sent to and continue syncing with your Sailthru user profiles.

zendesk_profile_url

The url pointing to the user’s profile in ZenDesk

zendesk_tags

The user’s tags from Zendesk

zendesk_created

The timestamp for the user’s creation in Zendesk

zendesk_sync

Whether the user is actively syncing with Zendesk

zendesk_active

Whether the user is currently active in Zendesk

zendesk_id

The user’s Zendesk ID

zendesk_ticket_count

# of user’s Zendesk tickets

zendesk_tickets

A json object representing a user’s tickets. Each ticket-data in the object has the following fields:

  • id
  • created_at
  • updated_at
  • status
  • subject
  • channel
  • url

zendesk_health

If set in app: “unsatisfied”, “neutral”, or “satisfied”

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