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    Here we have a guide of 6 steps on how to integrate Reveal with Zendesk:

    Step 1: Klaviyo integration

    Make sure you have Reveal already integrated with Klaviyo. If this step is missing, then you can start by following our guide on How to integrate Reveal with Klaviyo.

    Step 2: creating your ticket

    In Reveal, go to the NPS Alerts section from the side menu and click on “Add new condition” button to create a new condition/ticket. A new field will show up:

    Make your selections to create a set of conditions for:

    • RFM Groups
    • NPS Pre Scores OR NPS Post Scores (in here, only select scores for one or the other; if you select scores for both of them, only customers that have the selected NPS Pre score and NPS Post score in the same time would have an alert triggered)
    • Start sending tickets from: select a time in the past (starting with last day)
    • Provider: Klavyio
    • Emails who want to receive alerts: the email address that will receive the alerts (it can be something like [email protected])

    Note: New tickets will not be created for NPS responses that have already been included in other conditions and had tickets created.

    Step 3 – setting-up the Klaviyo flow

    Note: the event (trigger) will not be visible in Klaviyo immediately. It will take up to 24 hours for it to be available in Klaviyo.

    Go to https://www.klaviyo.com/flows and press the “Create flow” button.

    After that, press the “Create from scratch” button to create your own flow instead of a preset one.

    In the pop-up window that will appear you will have the chance to name the new flow created. In our case, we used “Zendesk Example” as the name. After that, you will be redirected to a new page to detail the newly created flow. Choose from the left menu the Metric option and click it, in the new sub-menu that appears you are asked to choose from a drop-down list the metric that you want to become the trigger for your flow. In our case we’ve selected the “Ticket Name” metric since that is how Reveal names its conditions by default (seen in Step 1). Press the “Done” button in the bottom left side of the page.

    Now the pop-up will be displayed like this:

    Choose from the left side menu, the Email action and drag it under the newly defined Ticket Name trigger. When you will click it, you will be able to see the left side menu changed to a menu detailing your action.

    In the new page that opened you must set-up the different properties that the e-mail contains like sender and body content:

    Sender Name – here you have to insert your company’s name
    Sender e-mail address – here you need to use the same e-mail address as the one that your Reveal shop is set to
    – Uncheck the Use this as your reply-to address checkbox and you will see a new input appearing in a drop-down – write {{event|lookup:’CustomerEmail’}} in this newly input form. This will ensure that any ticket created in Zendesk is nominal (mentions reporters by their e-mail addresses)
    Subject can be edited anytime but we can leave it as it is for now
    – Press the Save Changes button

    Step 4 – Customizing the email

    The next step will be to edit the content by clicking on the “Start Typing” button that will be visible under the Email section or when scrolling down:

    You will be entering the editing content page of your email, from where you can adjust the text as you would like. After you are done, click on the “Save Content” button :

    Copy/paste the events that you’d like to introduce in the body email, from the lines below (to avoid formatting errors, paste this using Ctrl + Shift + V):

    - Customer Name: {{event|lookup:'customerName'}}
    - Customer EID: {{event|lookup:'customerEid'}}
    - Customer Email: {{event|lookup:'CustomerEmail'}}
    - Order ID: {{event|lookup:'OrderId'}}
    - Nps Type: {{event|lookup:'npsType'}}
    - Nps Score: {{event|lookup:'npsScore'}}
    - Open Answer(s): {{event|lookup:'npsAnswers'}}
    - Responded at: {{event|lookup:'RespondedAt'}}
    - Billing Address: {{event|lookup:'BillingAddress'}}
    - Shipping Address: {{event|lookup:'ShippingAddress'}}
    - Billing Phone: {{event|lookup:'BillingPhone'}}
    - Shipping Phone: {{event|lookup:'ShippingPhone'}}
    - Products Ordered: {{event|lookup:'productsOrdered'}}
    - RFM Group name: {{event|lookup:'RFMGroupName'}}
    

    After adding the event needed in the body email, you may press the “Save Content” button and the the “Done” button found in the top-right corner.

    Now, you will need to click the Email action once more and:

    • turn OFF the Smart Sending option
    • change the status from Draft to Live
    • press the Save & Exit button in the top-right corner (if this is your first email in Klaviyo, then an “Update All Action Statuses” button will be showed up just like below of the first picture)

    After selecting one more time to set it Live, click on “Update Statuses” button.

    Return to the flow page and you should see the same details as in the image below:

    Step 5: Setting-up Zendesk

    Simply creating a new account will create an e-mail address for you. Here you will see how to find that e-mail address so that the tickets will be sent to Zendesk.

    In your Zendesk admin panel navigate to Channels, then Email and copy the address found in the description of the Support addresses area as seen in the image below.

    Go back to Reveal ‘s NPS Alert section page and paste the freshly copied e-mail address in the Emails who want to receive alerts input field of your condition. Press the “Save” button once your ticket looks like the one in the image below:

    Step 6 – What happens in Zendesk

    Go to Zendesk’s agent dashboard and navigate to the Views section. Notice how your Unresolved tickets list has been populated.

    Since this is a bulk transmission made through an automated 3rd party processer (Klavyio in our case), sometimes you will face the risk of your tickets being suspended. When this will happened, you must go to the Suspended tickets tab in the left-menu and change the status of those tickets by selecting them all and pressing the “Recover (number) tickets” button, like in the image below:
    Please note that this process might take a while, so don’t panic if the action won’t be done on the spot.

    After this action will be finished, simply go to Your unresolved tickets and notice how each ticket is present and the Requester is nominal for each person that has sent an NPS.

    Now you are all set!

    Additional details needed?

    Please don’t hesitate to reach out to our amazing customer support team if you need any additional information.

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