Zendesk is a popular customer service platform designed to manage customer interactions, support tickets, and offer support through various channels, including email. Integrating Zendesk with Mailytica ensures a seamless workflow by bringing Mailytica’s AI-powered features directly into your Zendesk ticketing system.

By using Mailytica’s Zendesk integration, you can effortlessly classify tickets by topic and quickly deliver automated responses, resulting in efficient customer support that saves valuable time.

Before you begin, make sure you meet the following requirements:

  • Have an active Zendesk Professional account.

  • Have an active Mailytica account with your account-specific API details, including the API token for your project.

Zendesk Installation Files#

You can easily download the necessary files to install Mailytica’s Zendesk integration:

Zendesk Installation#

Before installing the Zendesk integration, you must first generate your own Mailytica API token. Here’s how you can do that:

  1. Log into Mailytica’s Online Platform and select the project that you will be using with Zendesk.

  2. On the left menu, scroll down until you find the AI & NLP Classification Setup section.

  3. Within the AI & NLP Classification Setup section, select API-Tokens from the top tab bar.

    AI & NLP Classification Setup
  4. Click the button next to API-Tokens. A dialog box will appear. Click Create to generate your API token.

    Mailytica API-Token
  5. From the list, select the newly created token and copy it. You will need to paste this API token in Zendesk later.

    API token list

Next, to install the Zendesk integration, follow these steps:

  1. Log into your Zendesk account and navigate to the Admin Center.

    Zendesk admin center
  2. Click on Apps and Integrations and then select Zendesk Support Apps. Click the Upload Private App button at the top of the page.

    Zendesk admin center apps and integrations
  3. Next, in the App Name field write Mailytica, and in the App File field upload the installation file. Click Upload.

    Zendesk admin center private apps
  4. A new dialog box will appear, which includes Zendesk’s terms of service and a statement acknowledging that you are about to use an external application. Review these terms and proceed by clicking the Upload button.

    Zendesk install private app
  5. After uploading, you will see a progress bar as the integration is installed. Once installed, you will need to paste the Mailytica API token in the Api-Token field.

    Zendesk admin center Mailytica token
  6. Click Install and you will see a Successfully Installed message appear.

Zendesk Configuration#

  1. Before you can begin using the Zendesk integration, it is important to configure your Projects and Smart Responses in your Mailytica account at mailytica.ai. This will not only streamline the setup process, but also ensure that you are fully prepared to use the integration immediately after installing it.

  2. After opening the application, Mailytica will be able to process tickets in your Zendesk portal. Since you have already added your Mailytica API token into Zendesk’s Admin Center, there is no need for additional login or project configuration steps in Zendesk.

  3. To find the Mailytica integration in the Zendesk portal, simply select the ticket that you wish to reply to. On the right side of the screen you will find the Mailytica Zendesk Integration.

    Mailytica integration in Zendesk
  4. If you’ve already created topics and models for the selected project, then Mailytica will automatically assign a topic to each ticket and propose an appropriate Smart Response.

Using Mailytica’s Zendesk Integration#

Draft Smart Responses#

  1. To use Mailytica’s Zendesk integration, first select a ticket in your Zendesk portal. You will find Mailytica on the right-hand side of your screen.

    Mailytica integration in Zendesk
  2. Under Category, Mailytica will assign a topic to the ticket depending on its content. By using topics and the underlying AI classification, you can automate recurrent customer requests. For example, if you receive a ticket from a customer asking to make a return, then Mailytica will automatically classify it as Return requests. You can also classify your tickets manually by using the dropdown menu to choose a category.

  3. Depending on the topic, Mailytica will suggest a relevant Smart Response, which will be displayed in the integration. Smart Responses allow you reply to tickets with pre-defined messages. If you have multiple Smart Responses, simply select the one you need from the dropdown menu.

  4. Click the Draft Smart Response button to reply to the ticket. If you need to adjust the message, simply add the necessary changes and then send it to your customer.

    Smart responses in Zendesk

Change Salutation#

Mailytica assigns the correct salutation to incoming tickets based on the sender’s name and gender (Dear Mrs. Jones, Dear Mr. Jones). Usually the salutation will be automatically provided by Mailytica, however you can also customize it directly from the Zendesk integration.

  1. To change the salutation assigned to a particular customer, first select a ticket in your Zendesk portal. You will find Mailytica on the right-hand side of your screen.

  2. Click on the Change Salutation button. This will open a pop-up field where you can write the new preferred salutation.

    Change salutation
  3. Once you have written it, click Save and your new salutation preferences will be stored for that customer.