# Zendesk Integration

_By Swathy · Oct 10, 2023_

[**Zendesk**](https://www.zendesk.com/) is a cloud based customer support application which helps in tracking and managing customer support tickets, enabling the support teams to resolve customer issues effectively.

FeatureOS for Zendesk integration make it easy to capture and manage user feedback or feature requests right within Zendesk in a tidy way. This **one way sync** from Zendesk to FeatureOS allows you to record customer feedback on FeatureOS directly from Zendesk by ways like upvoting a feature request to recording new feature requests/bugs.

## Getting started

### Step 1: Installing FeatureOS on Zendesk

-   Login into your Zendesk account by visiting [**https://www.zendesk.com/login**](https://www.zendesk.com/login)**.**
    

-   Click on the **Gear** icon on the sidebar and click on **Marketplace.**
    

![](https://vault.featureos.app/uploads/attachment/upload/337ca6feebb519470b6c9038e74342e3)

-   From the **Zendesk Marketplace**, search for **Hellonext** (FeatureOS)**.**
    
    ![](https://assets.production.skcript.com/helpos/app-assets/rpqjbl0vffhq6wdzmiuinxfi/media-attachments/ono8gp1mmmacqnz37dcq9oeb.png)
-   Click on **Hellonext** (FeatureOS) and click on the **Install** button.
    
    ![](https://assets.production.skcript.com/helpos/app-assets/rpqjbl0vffhq6wdzmiuinxfi/media-attachments/bi55izdzhtxs1s6h9vp68e1u.png)
-   Enter your **Zendesk URL** to authenticate the integration and click on **Sign in**
    
-   This will take you to the page where FeatureOS is integrated into Zendesk. Now, click the **Install** button.
    
    ![](https://assets.production.skcript.com/helpos/app-assets/rpqjbl0vffhq6wdzmiuinxfi/media-attachments/wyso0bpvopl7s492nujmy9ds.png)
-   This should complete FeatureOS installation on Zendesk and Hellonext (FeatureOS) will now be listed in the list of **Currently Installed applications** in your **My Apps** section in Zendesk.
    
    ![](https://assets.production.skcript.com/helpos/app-assets/rpqjbl0vffhq6wdzmiuinxfi/media-attachments/y50xhspaduk0pgej1eszuz8o.png)

### Scope for FeatureOS - Zendesk Integration

```
read - This is to read ticket data from Zendesk into FeatureOS.
```

### Step 2: Connecting FeatureOS to your Zendesk account

-   Access your Admin Dashboard in FeatureOS and click on **Organization Settings** from bottom left corner.
    

-   Toggle to the **Integrations** tab → go to the Zendesk section and enter your Zendesk subdomain.
    
    ![](https://assets.production.skcript.com/helpos/app-assets/rpqjbl0vffhq6wdzmiuinxfi/media-attachments/tvxvnbo77c0gjbrk91ov7dey.png)
-   Now, click on the **Connect** button and that's it! You've now integrated FeatureOS with Zendesk.
    

## **Using FeatureOS app within Zendesk**

### Creating a Post from Zendesk

When one of your customers submits a ticket providing feedback for your product, be it a new one or an existing feedback, you can record it on FeatureOS either by creating a new post or upvoting an existing post, using the FeatureOS application directly on the ticket's page.

-   You can bring up FeatureOS application by clicking on the **Apps** icon over the right panel of any Zendesk ticket's page.
    
-   Clicking on **New Submission** will present you with a form where you can enter the **title** of the post, and a **description**, choose the relevant **FeatureOS Board** for the post, and click on **Submit** to post it.
    
    ![](https://assets.production.skcript.com/helpos/app-assets/rpqjbl0vffhq6wdzmiuinxfi/media-attachments/fs2xjdfrp8m4sk9oh04jayls.png)
-   Switching back to FeatureOS, as you are aware, when the **Auto Upvote** option is enabled in **Board settings** the submitter of a post will automatically be added as an **Upvoter** to the post.
    
-   With this option enabled, when a post is submitted from Zendesk, the Upvoter profile will now include a tag called **Zendesk** indicating that this was feedback submitted by a Zendesk user.
    
    ![](https://assets.production.skcript.com/helpos/app-assets/rpqjbl0vffhq6wdzmiuinxfi/media-attachments/jj3hlljfh95v0528606q7fyc.png)

> If you have **Post Moderation** enabled you would have to approve the post so it is visible publicly. More about this [**here**](https://help.featureos.app/en/articles/setting-up-post-comment-moderation)!

### Upvoting a post from Zendesk

On the FeatureOS application you can search for existing posts → open one of the posts from the search results to

-   Vote on behalf of the requester/ customer.
    
-   Vote as you directly
    
    ![](https://assets.production.skcript.com/helpos/app-assets/rpqjbl0vffhq6wdzmiuinxfi/media-attachments/cdbrco4aq1ujrm6qigf0uqw1.png)

### See posts submitted by the Requester

You will also find the list of posts that the particular requester, linked to the Zendesk ticket has submitted on FeatureOS.

![](https://assets.production.skcript.com/helpos/app-assets/rpqjbl0vffhq6wdzmiuinxfi/media-attachments/x3jq95m4vbvijxhr0k94n9sr.png)

## Need more help?

Reach out to our support at [support@featureos.app](mailto:support@featureos.app) or submit a request [on our support board](https://feedback.featureos.app/b/Support)! 😃

[View this article on the web](https://help.featureos.app/en/articles/zendesk-integration)