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If you want to deliver the best customer support experiences, you need the right tech stack.
Zendesk is one of the leading solutions in this space and the obvious choice for a lot of companies. Why? Because Zendesk has a huge ecosystem of solutions and integrations that you can natively plug into the platform, making it incredibly versatile and powerful.
Using Zendesk without the right integrations would mean that you were missing out on tons of opportunities to:
- Improve your workflows
- Improve reporting
- Add functionalities and features
- Maintain a consistent set of data (since everything is visible in your system)
But what are the right integrations? In this article, we'll take you through the best integrations in two categories: full-scale solutions and simple but effective tools.
There are over 1,400 apps in the Zendesk Marketplace, which makes it easy to miss solutions you were not aware you needed.
What are Zendesk integrations?
Zendesk integrations use the Zendesk platform to act as a bridge between different systems.
They can be used to send or receive data from Zendesk, interact with external systems, and generally extend the native functionalities offered by the platform.
The possibilities are endless: you can connect Zendesk with Slack, Salesforce, Google Drive, Intercom, and hundreds of other tools.
So what are the best Zendesk integrations in 2023?
We did the homework (so you don't have to) and came up with this list of the most powerful integrations to transform your Zendesk experience and help you take your customer support to a whole new level.
Before we begin, we do have one caveat: this is not an exclusive list. We tried to cover as many different areas of customer support as possible and find great solutions you can easily integrate with Zendesk, but naturally, there are lots of other incredible apps that we simply could not cover here.
We hope you'll find this list helpful with at least one relevant integration you were not aware of!
The best Zendesk integrations in 2023
We shortlisted 15 integrations and divided them into two groups:
- Full-scale solutions: Integrations that can transform your workflows and add brand new functionalities to Zendesk.
- Simple but effective tools: Integrations that you can use to accomplish specific tasks or boost your team's productivity.
Top 5 integrations for full-scale solutions
Introducing these into your workflows can be a game changer.
- Fullview
- Klaus
- Assembled
- FlowEQ
- SurveyMonkey
Top 10 single-purpose integrations
We labeled these as single-purpose, but some are pretty powerful.
- Nicereply
- Email Tracking
- TypeGenie
- GDPR Search Destroy
- Thank You
- Round Robin
- Help Center Export
- SentiSum
- Auto Merge
- Timers
Top 5 full-scale solutions
These solutions are super comprehensive and add a lot of different functionality to your Zendesk setup.
From cobrowsing, to session replays, to workforce management and customer feedback, here are our top picks:
- Fullview
- Klaus
- Assembled
- FlowEQ
- SurveyMonkey
Fullview - Cobrowsing and session replays
Fullview is an easy-to-use integration that allows you to add cobrowsing, session replays, and customer calling in Zendesk. With Fullview, you can provide level 2 and 3 customer support, which is essential for any company that needs to perfect their customer support to increase customer retention and decrease churn.
Fullview's Zendesk integration is available for both tickets and live chat.
Features and benefits of Fullview
Fullview offers a number of great features that can enhance your experience with Zendesk. These include:
No downloads
You don't need to download anything and neither do your users. You only have to copy a few lines of code to install Fullview on your app, and this installation takes no more than 10 minutes.
Completely secure
Your data is encrypted and stored on servers within the EU.
Fully GDPR compliant
As one of the only cobrowsing and session replay vendors in Europe, Fullview is fully GDPR compliant.
Session replays
Fullview Replays allows you to watch video-like recordings of user sessions straight from Zendesk.
Your support agents can quickly see customer bugs and issues in context — even before a user reaches out to them with a problem. They can offer proactive support that’s fast, efficient and eliminates the friction typically present in these interactions.
No more screenshots, long email chains or ‘please describe the issue you are having’ requests. Agents can also see console information (like network, device and user journey information) on a side panel within a session replay and easily filter by errors, warnings and logs.
In-app calls and cobrowsing in Zendesk
With cobrowsing, a support agent and user can browse and control a screen together. This means that they can solve issues collaboratively. Instead of describing how a user should complete a step, fill a form and use a feature, a support agent can now send a cobrowsing request straight from Zendesk and guide the user through the process or even complete it on behalf of the user when necessary. And, like with session replays, agents can also see console information on a side panel within the call and easily filter by errors, warnings and logs.
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Troubleshooting features
Fullview also provides tools, specifically Fullview Console, that allow you to troubleshoot issues with no effort or delay. You can easily see console information like device, network and user journey in an easily accessible side-panel on a call or when watching a session replay. We provide convenient filtering for errors, warnings and logs, so support agents will always have all the information they need to tackle customer issues at their fingertips.
On top of all these great features, Fullview has both freemium and paid plans, so you can choose the one that works best for your budget and your business needs.
Klaus - Quality assurance
Klaus is a feature-rich software that makes it easy for organizations to capture and evaluate customer feedback, monitor their team's performance, and evaluate the quality of the support they are providing to their customers.
Not only can Klaus be used to provide feedback, training and guidance to your team based on data, you can also combine internal reviews with metrics you track (like CSAT or CES scores). After all, customer experience is the result of a well-trained, well-operating support team, and Klaus brings visibility into what works and how your team can perform better.
Assembled - Workforce management
Assembled is a great Zendesk integration for Workforce management. It enables real-time analytics and forecasting for all the different types of employees in your organization, whether it's temporary workers, freelancers, or part-time employees.
Assembled integrates with Zendesk to automatically track employee status and other key metrics like timeliness, productivity, and attendance. You can then set goals and KPIs for each individual employee based on their performance over time.
Assembled also has a built-in reporting tool that you can use to analyze how your team is doing compared to past performance or other teams within your company. This is a great Zendesk integration because it enables you to gain deeper insight into employee performance and make more informed decisions about how you can best deploy resources.
FlowEQ - Workforce management
FlowEQ is a good Zendesk integration for workforce management. It offers embedded decision trees and automation to help your customer support agents resolve tickets much faster. Ticket routing with embedded decision trees enables your agents to quickly resolve tickets without having to leave the ticket screen.
Automated workflows can also be triggered by specific events in the ticketing system, such as when a request is received or accepted by an agent or when a reply is sent. Automated workflows can also be triggered by external events (when an order is placed or completed, for example).
Plus, agent collaboration allows agents to engage with each other on specific tickets, which enables them to plan out a resolution together and collaborate on any decisions that need to be made during the resolution process.
SurveyMonkey - Customer feedback
If you’re looking for a way to streamline your customer feedback, SurveyMonkey is a great option. With SurveyMonkey, you can set up multiple surveys and custom emails to send out to your customers. This makes it easy to reach out and gather feedback from your customer base.
In addition, the graphs that come with each survey make it easy to see how your customers are responding. Once you have gathered this information, you can go back over to your Zendesk account and see all of the details about each individual survey in one place!
Top 10 single-purpose integrations
As we've already mentioned, we may have classed these as single-purpose, but they are all very powerful. These are the ones we shortlisted:
- Nicereply
- Email Tracking
- TypeGenie
- GDPR Search Destroy
- Thank You
- Round Robin
- Help Center Export
- Auto Merge
- Timers
Nicereply - Metric tracking
Nicereply is a CSAT, NPS, and CES score widget that allows you to collect customer ratings and feedback easily. Nicereply provides the ability to make your customers happy by using their satisfaction score as a part of their service quality.
It also provides you with feedback from your customers directly in your inbox, from which you can then send a personalized response. The customer satisfaction score can be used for different purposes like providing better services or improving product quality.
Email Tracking - Email tracking
Email Tracking has a spot on this list because it enables you to track the number of people who open your emails, which can be useful in determining what types of content or messaging work best. If a large percentage of your subscribers are opening and engaging with your emails, then you're doing something right.
Email Tracking can also help you determine when customers open your emails. The time of day that customers open their emails can influence the type of content you send them; for example, you could send more professional updates during the workday, when people will be more likely to open business content.
TypeGenie - AI writing prediction
TypeGenie is easy to use and has a simple interface. The software works with all major browsers, so you don’t need to install anything on your computer to use it. Once you sign up for an account, you can simply start typing, and TypeGenie will use Artificial Intelligence to predict what you want to say next and complete your sentences for you.
If you want to talk about a customer who is having trouble with their website, for example, TypeGenie will suggest words such as ‘website’ or ‘problem’ based on your previous conversations with them. This helps you write faster and better messages without having to think too much about what you want to say next.
GDPR Search Destroy - GDPR compliance
The GDPR Search Destroy extension for Zendesk is the perfect solution for companies looking to comply with GDPR regulations. The extension allows you to search for and delete users, tickets, and comments automatically. GDPR Search Destroy is designed to make your life easier when it comes to deleting user data in Zendesk.
You can use GDPR Search Destroy to automatically delete tickets, comments, and users based on different criteria such as date ranges or ticket status. For example, you may want all tickets created between March 15th and April 20th to be deleted from your system. Well, GDPR Search Destroy can do that for you! This makes sorting through your inbox a thing of the past and can save you a ton of time when performing these sorts of tasks.
Thank You - automated messaging
Thank You allows you to stop wasting time each month responding to Zendesk tickets because of “thank you” messages you receive from your customers. It’s nice to know that your customers appreciate your support, but every time a ticket gets reopened simply because a customer said thank you, it costs time and money.
Thank You solves this problem by integrating with your existing Zendesk account and automatically sending a message to your customers after they submit a “thank you” message. It can also be used as a way to increase customer satisfaction by showing them that their feedback matters and has been heard.
Round Robin - Ticket assignment
Round Robin does exactly what its names suggests: it assigns tickets to your team based on round robin. But not just that, this tool allows you to set up other types of routing, rules on escalations and ticket queue limits. In short, you can use it to solve most (if not all) of your needs when it comes to tickets management and assignment.
Help Center Export - Help center management
One of the most time-consuming things about managing a help center is keeping track of all of the articles you've written. You might have created an article on a certain topic, but then forgotten to link to it from another article, for example. Or maybe you've just had too much on your plate and haven't been able to update important articles that are now out-of-date.
Using Help Center Export means this problem is no longer an issue. It automatically checks every article in your help center every day and lets you know which ones need attention. It also gives you a list of any broken links or images so that you can fix them right away without having to go through each article individually — just open up the CSV file and replace the broken links or images with new ones!
SentiSum - Auto-tagging and sentiment
We included SentiSum in this category as it performs a fairly specific function, but the solution is comprehensive enough that it could have been included in the "workflow changers" part of our list.
The core use case for SentiSum is that you can automatically tag tickets with the support of sentiment analysis for higher accuracy. But it also offers reporting features, routing based on tags and categorization, and more. This tool can also be used not only to understand and assign tickets, but also to offer proactive support thanks to automated insights into issues other customers are experiencing.
Auto Merge - Ticket automation and merging
Auto Merge can automatically merge tickets opened by the same person, which saves you time and money while also helping to declutter your system.
When you install Auto Merge, it automatically merges tickets if they are related. For example, if someone creates two tickets about the same problem, but one ticket is subsequently closed as "resolved" and the other as "duplicate," then Auto Merge will merge those two tickets together.
Auto Merge can also be used to close a single ticket that has been split into multiple ones because of different users submitting new comments or raising new issues on the same ticket. This is a simple feature, but it really helps eliminate much of the confusion caused when somebody opens multiple tickets.
Timers - Time management
Timers enables timer workflows to manage SLAs, OLAs, deadlines, and reminders. It has the ability to create a time-based workflow in Zendesk, where you can configure your own timers. It also allows you to create multiple timers at once. You can even specify start and end dates. For example, if you want to know when a ticket will be resolved, you can set a timer with an end date of one week from now, for example.
If you need to know how many hours have been spent on a ticket before it's closed, Timers will help you with that as well. The integration also provides real-time updates so that you can keep track of how much time has passed since the last update and when each ticket gets updated again.
Conclusion
Zendesk is a good platform as is, but the right integrations can make it great.
Taking advantage of these integrations can save you time, money, and a great deal of stress. We hope this guide has given you some ideas on how to improve Zendesk so that you can offer an even better experience to your customers.
Interested in trying Fullview's session replay and cobrowsing features for yourself? Sign up today to give them a go!
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