Zendesk Integrations Series Part 1: An Introduction
Third-party integrations significantly amplify Zendesk's capabilities, optimising workflows and enhancing customer service efficiency. These integrations empower businesses to effortlessly connect and employ a diverse range of tools, software, and services directly within the Zendesk interface. For instance:
- CRM system integrations can offer a comprehensive view of customer interactions, enabling support teams to deliver personalized service.
- Project management tool integrations can assist in task tracking and effective issue escalation.
The advantages of these integrations are numerous, encompassing improved team productivity, increased customer satisfaction, and a more comprehensive approach to customer service management.
Zendesk offers three types of integrations available in the Apps Marketplace, all Zendesk bult or commissioned apps are provided to our customers free of charge for the actual installation (only requiring Zendesk and third-party system licenses):
- Zendesk Owned Integrations
- Zendesk Commissioned Integrations
- Product Vendors or Partner Built Integrations
It's important to review the use case, fitment, and limitations of these integrations as they may not cater to all requirements.
The primary distinctions between them are as follows:
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Zendesk Owned Integrations: These are owned by Zendesk, lead their roadmap, development, maintenance, and support. They can be identified by the "Built by Zendesk" logo accompanying the app. Examples include integrations with Salesforce, JIRA, Shopify, Slack, Hubspot, Google Play Reviews, and Tymeshift (now Zendesk, requiring a subscription).
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Zendesk Commissioned Integrations: These are built by third-party developers, with Zendesk owning the roadmap and budget for the build. Zendesk has reviewed and approved the build, involving a team of product managers, UX designers, and tech alliance managers. Examples include integrations with Zoom, Microsoft Teams, and Discord.
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Product Vendors or Partner Built Integrations: These integrations are built by partners (some free, some paid) to fulfil specific use cases or functionalities not catered to by the Zendesk solution, or by product vendors to extend their functionality/reach (like Clickup, Asana). Examples include Trello by Atlassian, Approval and Hide ticket field apps by SweetHawk, Asana, Giphy by Giphy, and Clickup by Clickup.
In the upcoming Series, we will delve deeper into the Zendesk Integrations like Salesforce, JIRA, Shopify, Slack and Part 2 will focus on Salesforce Integration capabilities. Stay Tuned. !
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