Zendesk Integration
Integrating TrustWorks with Zendesk empowers your organisation to streamline privacy requests and enhance customer support. By involving the customer support team in the management of privacy requests, you can benefit both Privacy and Customer Support teams. The support team can serve as a single point of contact for customers, managing all communications, including privacy requests, in one place. Meanwhile, the Zendesk integration allows the Customer Support team to work in their favourite tool while giving Privacy teams full visibility and control over privacy requests.
How does it work?
Generate Zendesk API Key:
Before setting up the integration between TrustWorks and Zendesk, you'll need to generate an API key in Zendesk. This key allows TrustWorks to securely access and interact with your Zendesk account. Follow the steps in this Zendesk guide to generate your API key.
Configure Zendesk Integration in TrustWorks:
To establish the integration between TrustWorks and Zendesk, follow these steps:
1) Log in to your TrustWorks account and navigate to "Global Settings" > "Integrations."
2) Choose the "Zendesk" integration option.
3) In the configuration panel, provide the following information:
- Zendesk Subdomain: Enter the subdomain associated with your Zendesk account.
- Email: Use the email address associated with the person who generated the Zendesk API key/token.
- API Token: Enter the API token generated in Zendesk.
4) Once all the required fields are filled, you can proceed to test the integration. Click on the "Test connection" button to verify the connection between TrustWorks and Zendesk.
5) If the test is successful and the connection is established, you can save the integration configuration.
Upon saving the integration, TrustWorks seamlessly sets up the necessary objects in the Zendesk platform to enable workflow requests. These objects include macros, custom fields, triggers, and web hooks, all of which are already preconfigured. Rest assured that this setup process does not affect or modify any existing objects.
Here is a list of objects created by TrustWorks for your reference:
Macros: [QueryLayer - {your organisation name}] Data Subject Request
- Custom Fields: [Querylayer] Dsr Type, [Querylayer] Subject Type.
- Trigger: [Querylayer] Creating Ticket.
- Webhook: [Querylayer] Webhook
Streamline Privacy Request Handling with Workflows
Workflows empower you to automate privacy request handling based on your organisation's specific needs. To incorporate Zendesk into Privacy Request workflows, navigate to the Workflow Builder section and select the "Zendesk" trigger from the right panel. Connect this trigger to the "Start" Node. When a ticket is created in Zendesk, the assigned tags will determine the corresponding workflow configured in TrustWorks' platform. It is crucial to select the same DSR type options in Zendesk as configured in TrustWorks Workflow.
In the example below, we have specified in TrustWorks' Workflow that the Data Request Type is "Access" and the Subject Type is "Customer".
To trigger this automated workflow in TrustWorks, ensure that when creating a ticket in Zendesk, you select the same DSR Type (e.g., "access") and Subject Type (e.g., "customer"). Apply our pre-created macro and submit your ticket. Once submitted, your request will be received and automatically processed by our platform.
Conclusion
Integrating TrustWorks with Zendesk provides a powerful tool for streamlining privacy requests and enhancing customer support. By following the steps outlined in this guide, you can easily set up the integration and automate privacy request handling. This integration empowers both Privacy and Customer Support teams to work more efficiently and collaboratively, ultimately improving the customer experience.