The Best Zendesk Integrations For 2024

Do it all within Zendesk with the best CX integrations in 2024! From session replays to surveys to productivity, we've covered everything.
Published on: Aug 03, 2022
Last updated: Feb 09, 2024

TL:DR

  • Zendesk is a leading customer support solution with a wide range of integrations available.
  • Integrations help improve workflows, reporting, and add new functionalities to Zendesk.
  • Full-scale solutions like Fullview, Klaus, Assembled, FlowEQ, and SurveyMonkey can transform your Zendesk experience.
  • Single-purpose integrations like SwiftEQ, SentiSum, Nicereply, TypeGenie, and Timers offer specific features to enhance your support.
  • Fullview provides cobrowsing, session replays, and in-app calls to enhance customer support, provide proactive support, and understand customer issues in context — without miscommunication or endless back-and-forth with users.
  • Klaus offers quality assurance features and feedback management for support teams.
  • Assembled and FlowEQ are workforce management tools that provide analytics and automation for support operations.
  • SurveyMonkey helps streamline customer feedback collection and analysis.
  • As for single purpose integrations, SwiftEQ merges duplicate tickets, SentiSum provides auto-tagging and sentiment analysis, Nicereply measures customer satisfaction, TypeGenie offers AI-powered text suggestions, and Timers helps track time spent on tickets.

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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)

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 exhaustive 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 could not cover here.

We hope you'll find this list helpful with at least one relevant integration you were not aware of!

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.

The best Zendesk integrations in 2024

The 17 best Zendesk integrations for customer support in 2024 are: 

  1. Fullview
  2. Klaus
  3. Assembled
  4. FlowEQ
  5. SurveyMonkey
  6. SwiftEQ
  7. SentiSum
  8. Nicereply
  9. TypeGenie
  10. Timers
  11. Email Tracking
  12. GDPR Search Destroy
  13. Thank You
  14. Round Robin
  15. Help Center Export
  16. Auto Merge
  17. Richpanel Sidekick

Below, we've sorted them into two categories: 

  1. Full-scale solutions: Integrations that can transform your workflows and add brand new functionalities to Zendesk.
  2. Simple but effective tools: Integrations that you can use to accomplish specific tasks or boost your team's productivity.

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:

  1. Fullview
  2. Klaus
  3. Assembled
  4. FlowEQ
  5. 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 UI
The Fullview Session Replays UI is clean and intuitive.

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.

You can even apply filters to sort sessions by user, date, console errors or warnings, rage clicks or custom labels that you create to quickly find the exact session (or set of sessions) you're looking for. This makes it easy to review them on an ongoing basis, especially if you have many users on your platform.

In-app calls and cobrowsing in Zendesk
cobrowsing
How Fullview Cobrowsing works.

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, as in the case of session replays, agents can also see console information on a side panel within the call and easily filter by errors, warnings and logs.

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.

Fullview pricing

Fullview offers a forever free plan for up to 1,000 recorded sessions/month. Pro plans start at $71 per month.

Rating and customer reviews

Fullview has a 4.7 rating on G2. As one customer explains, "Fullview is the best company that provides the fastest customer support services and also guides you to make effective decisions. All products offered by Fullview are really awesome and useful for all small-size companies, startups, and enterprises."

Klaus - Quality assurance

Klaus homepage

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.

Pros of Klaus

  • Easy-to-use UI with all the features you need in one place
  • Excellent customer support that is very responsive
  • Ability to capture and evaluate customer feedback

Cons of Klaus

  • Some users may find the pricing too expensive for their budget
  • It may be challenging to set up for some users without technical knowledge

Klaus pricing

Pricing is based on the number of users and features included in your plan. You'll need to contact Klaus for a custom quote, as they don't provide pricing details online.

Rating and customer reviews

Klaus has a 4.7 rating on G2. As one customer states, "Klaus is easy to give and receive feedback. Simple to set up with lots of customization for the specific rating categories, the rating scale itself (2,3,4, or 5-point rating scale), and even different weights for each rating category. It helps you bring nuance to your QA since you may want QA in many aspects of the conversation. They don't all have the same significance."

Assembled - Workforce management

Assembled

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.

​​Pros of Assembled

  • Assembled provides a centralized platform for managing and optimizing customer support operations.
  • The platform offers real-time insights and analytics to help teams improve their performance.
  • Assembled integrates with popular tools like Zendesk, Salesforce, and Slack, making it easy to use alongside existing workflows.

Cons of Assembled

  • It can be costly for larger organizations
  • Setup can be time-consuming
  • Limited customization options for reports

Assembled pricing

Pricing starts at $15 per month per user. If you need additional users or features, you can upgrade your plan.

Rating and customer reviews

Assembled has a 4.7 rating on G2. Customers have noted, "My team started using Assembled because we wanted a better scheduling tool. What resulted was not just an upgrade in the way that we schedule (efficient & simplified), but we also started taking steps to scale our team through real WFM. Thank you, Assembled!"

FlowEQ - Workforce management

floweq

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.

Pros of FlowEQ

  • Automates complex processes and high-volume workflows
  • Embeds within current systems
  • Interactive decision trees to help guide users
  • No coding required

Cons of FlowEQ

  • Limited customization options
  • Not suitable for all types of workflows

FlowEQ pricing

Pricing for FlowEQ starts at $34/user/month and is based on the number of users, features, and the level of support you require.

Rating and customer reviews

With a 5-star rating on Capterra, FlowEQ is a popular option for tons of businesses. As one customer explains, "We were able to eliminate at least 4 hours of redundant work every day, and our customers are updated instantly, which is very important in today's Customer Support environment. 

SurveyMonkey - Customer feedback

surveymonkey

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!

Pros of SurveyMonkey

  • Robust design features for survey variations
  • More customization for forms, colors, and design on the free plan
  • Fairly inexpensive 
  • Ability to send surveys via email, social media, and other platforms

Cons of SurveyMonkey

  • Proprietary user panels may be limited in scope

SurveyMonkey pricing

The basic plan is free. Team plans start at $25 per user per month and include advanced reporting tools, custom branding, and more.

Rating and customer reviews

SurveyMonkey is rated 4.2 stars on G2. As one customer states, "SurveyMonkey is an excellent and easy-to-use platform for creating and sending Surveys. It offers a wide range of features and customization options. The user interface is intuitive and straightforward, and the response data is easy to analyze and visualize. SurveyMonkey is the best choice for Surveys and Feedback."

Top 6 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:

  1. SwiftEQ
  2. SentiSum
  3. Nicereply
  4. TypeGenie
  5. Timers
  6. Rickpanel Sidekick

Swifteq - Merge Duplicate Tickets

swifteq

Swifteq is an advanced tool that leverages the power of artificial intelligence to help support agents merge duplicate tickets effortlessly on Zendesk. With Swifteq, agents can save up to 10% of their time by streamlining the ticket merging workflow. This ultimately leads to shorter resolution times and increased customer satisfaction.

What sets Swifteq apart is that it allows you to customize the criteria for duplicate tickets using additional ticket fields such as the subject of the ticket, description, and even custom field values such as Order IDs. You can also match tickets based on unique identifiers within the text extracted from the subject or description of the ticket. Swifteq also allows you to filter out certain tickets during the merging process based on your exclusion requirements.

Pros of Swifteq

  • Efficient and quick ticket merging using AI-powered automation
  • Customizable criteria for merging duplicate tickets based on ticket fields and unique identifiers
  • Filters out certain tickets from merging based on exclusion requirements
  • Provides customer satisfaction through improved ticket resolution time

Cons of Switeq

  • Limited only to ticket merging and does not support other features of the Zendesk platform
  • It may require adjustment and custom setup for complex merging criteria, which can also take time
  • A one-time fee to reduce the backlog size may be costly for some companies

Swifteq pricing

Swifteq offers a 14-day free trial with no payment details required. After that, plans start at $50 per month for up to 15,000 tickets checked.

Rating and customer reviews

Swifteq is highly recommended. As one customer states, "A big help - when we hit peak season and see our queues creep up more than we'd like, this app is brilliant for merging together multiple contacts from the same customer."

SentiSum - Auto-tagging and sentiment

sentisum

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.

Pros of SentiSum

  • Saves time by automatically tagging and identifying sentiment in large amounts of text data
  • Provides insights into customer emotions and feedback for better decision-making
  • Improves accuracy of sentiment analysis compared to manual tagging
  • Can integrate with various data sources like social media, forums, and reviews

Cons of SentiSum

  • It may require some manual review for accuracy
  • The cost of service may be prohibitive for small businesses or individuals
  • Limited to analyzing text data and cannot identify sentiment from audio or visual content

SentiSum pricing

SentiSum's pricing starts at $1,000 per month for up to 5,000 conversations.

Rating and customer reviews

SentiSum has a 4.8 rating on G2, with customers consistently praising its accuracy and easy implementation. One customer states, "I love the fact that the product is so versatile! You get the benefit of using the product's AI to review the tickets; however, you also have the option to dive deeper into specific drivers/topics by creating your own set of parameters."

Nicereply - Metric tracking

nicereply

Nicereply is a CSAT, NPS, and CES score widget that allows you to collect customer ratings and feedback easily. Nicereply gives you the ability to make your customers happy by using their satisfaction scores 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.

Pros of Nicereply

  • Automated surveys for customers
  • Ability to customize surveys
  • Collects feedback with promotions and engaging customers
  • Offers three different CSAT scales – thumbs, smiley faces, and stars
  • A relatively inexpensive, simple tool
  • The analytical data it provides helps coach and improve employee's ability to offer great customer service

Cons of Nicereply

  • Poor customization options for surveys
  • Not suitable for complex surveys or data analysis

Nicereply pricing

Nicereply offers a 14-day free trial. The starter package is $59 each month for 100 Responses and 3 users per month. If you need more users or responses, you can upgrade to the Professional package.

Rating and customer reviews

Nicereply has a 4.5 rating on G2. As one customer states, "I like that customers we support can leave a detailed review of our interaction and also rate on a 7-point scale. It is also nice to be able to filter by category in the Nice Reply dashboard window."

TypeGenie - AI writing prediction

TypeGenie

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.

Pros of TypeGenie

  • Saves time by predicting what you're likely to write next and suggesting it automatically
  • Learns from your writing style over time, adapting its predictions to your preferences
  • Can be customized to specific industries or types of writing to provide more focused and relevant suggestions

Cons of TypeGenie

  • It may not always provide accurate predictions, and users may need to correct or override suggestions
  • Not suitable for all writing styles or use cases, such as highly technical writing or creative fiction
  • It requires some time and effort to train the AI model and customize the settings to your liking

TypeGenie pricing

Pricing starts at $20‍ per user per month and includes smart sentence completions and a custom-built Type Genie model in one language. If you have a team larger than 5 people or need more languages, you can upgrade to a Pro subscription.

Rating and customer reviews

TypeGenie has a five-star rating on Zendesk. Customers are especially impressed by the AI prediction capabilities, with one noting, "TypeGenie is awesome. It's helped our team of agents a lot, and it makes them super efficient."

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.

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.

Pros of Timers

  • It is highly configurable and allows you to set up multiple timers at once, with specific start and end dates and other parameters.
  • You can track the time spent on each ticket, which can help with reporting, billing, and other functions.
  • With the help of timers, you can receive live updates on tickets and monitor the time elapsed since the last update.

Cons of Timers

  • Timers may require significant setup time and configuration to be truly effective and useful.
  • The integration may be less useful for organizations that do not have a need for extensive time-based workflows.
  • Timers may result in added complexity if not managed effectively, leading to confusion and mistakes.

Timers pricing

Timers offers a free 7-day trial. Once the trial has ended, it costs $2.00 per agent per month to use.

Rating and customer reviews

Timers has a 5-star rating on Zendesk marketplace, with customers praising its customizability and ease of use. One customer says, "I love the ability to set up multiple timers at once and track time spent on each ticket."

Richpanel Sidekick - AI reply assistant for customer service agents

Richpanel Sidekick is an AI chat assistant for customer service agents. While repetitive queries can be instantly resolved with self-service, chatbots are poor choices for the other tickets. It's often better to connect customers with an agent quickly instead of deflecting with bots. 

But that can quickly become overwhelming when agents have to juggle multiple customer queries simultaneously. This is where Sidekick comes in. Sidekick is an AI assistant that generates accurate and personalized replies to customer queries, enabling agents to respond faster and more consistently.

Pros of Richpanel

  • Sidekick learns from your tickets and responses to suggest personalized replies.
  • Sidekick provides references to earlier tickets while suggesting responses.
  • Sidekick can instantly summarize tickets and even translate in real-time.

Cons of Richpanel

  • Needs to be trained with your tickets to get the most accurate replies.
  • Training can take a while and needs administrative access to Zendesk.

Richpanel Sidekick Pricing

Richpanel offers a free tier until you generate 100 replies using Sidekick AI. After that, the pricing per user is $20 per month for an unlimited number of AI generated replies.

Rating and customer reviews

Richpanel is rated 4.7 on G2. One customer says, "What I like best about Richpanel is the interface. It's really simple and quick to get used to it."

Other single-purpose integrations

While these integrations didn't make our cut for the five best ones, they're still useful to flesh out your Zendesk setup. 

  1. Email Tracking
  2. GDPR Search Destroy
  3. Thank You
  4. Round Robin
  5. Help Center Export
  6. Auto Merge

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.

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. GDPR Search Destroy can do that for you! This makes sorting through your inbox easier and can save you a ton of time when performing these tasks.

Thank You - automated messaging

Thank You allows you to stop wasting time each month responding to Zendesk tickets because of the "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 name suggests: it assigns tickets to your team based on a 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 ticket 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!

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.

Wrapping things up

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.

Sources used: 

Sources last checked on: 03-Jan-2024

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