RED

Zendesk Tile

Documentation and Setup Guide

If you are using Zendesk in conjunction with RE NXT to manage your donor enquiries you might have experienced the work it takes to get a full picture of a constituent in RE NXT. A donor might be in both systems, but when you look at them in RE NXT you will have to switch to Zendesk and manually locate the donor there.

You could integrate the two systems but this can be expensive and hard to implement. The Red Arc Zendesk tile offers a lightweight way to address this problem without having to implement a full integration, instead the Tile will match your Zendesk Customers to an RE NXT Constituent and when you open the Constituent list the Customers tickets within the Red Arc Zendesk Tile.

Install your Zendesk Tile in 3 steps:

 

1

 Log into RE NXT

Log into your RE NXT account. On the menu click on Control Panel -> Applications at the top.

2

 Add the Application

Add the Red Arc Tiles – Address Validation Application via entering the Application ID:

0d5ddf79-201a-4037-8b20-9dbf2154d353

3

 View & Setup your Tile

Open a constituent record where your Address Validation Tile will show up. The tile is usually located at the bottom, but can be moved via drag and drop. Finish the setup by following the instructions in the Tile. Read more

All the tickets for a matched Zendesk Customer are visible within RE NXT.

List all Zendesk tickets

All the tickets for a matched Zendesk Customer are visible within RE NXT.
Search for a specific ticket by description and subject and speed up your process.

View all details and find what you're looking for via ticket search

Search for a specific ticket by description and subject and speed up your process.
View and edit the tickets directly in Zendesk with one click. Easy as that.

Edit tickets in Zendesk

View and edit the tickets directly in Zendesk with one click. Easy as that.

Get started with your Zendesk Tile

 

Authenticate your Zendesk Tile

 

In order to work with your RE NXT data you need to authenticate your tile once. This is required to read or write your data from or to NXT. Click Authenticate inside the Tile and follow the instructions.

general_setup_auth

First Time Setup

 

Depending on the Tile and the functionality we need a few basic information from you. Click on the setup icon on the top right corner to start your setup.

general_setup1

As part of the first time setup the Zendesk Tile requires you to enter the details below. Once you have entered the details and authenticated the tile, the initial matching process will start.

zendesk_setup

Zendesk Matching Process

 

The Zendesk Tile will initially attempt to match all Zendesk Customers via the email address. A successful match can be found if a Zendesk Customer’s email exactly matches one RE NXT Constituent. Depending on the size of your Zendesk Customer base this might take a while to complete. Ongoing, whenever a new Zendesk Customer is created a matching request will be automatically executed for the tile so new customers are matched without any need for manual intervention.

Usage and Functionality

 

The Zendesk Tile is very straightforward to use and offers the below features:

  • List all associated tickets of a matched Zendesk Customer
  • Search for a specific ticket by description and subject
  • View the detail of each ticket
  • Open the full ticket in Zendesk