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How to connect Act-On with Zendesk

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Connect Act-On to Zendesk with LeadsBridge

Act-On » Zendesk

In this article, you'll learn how to set up the bridge and connect Act-On to My CRM Example using LeadsBridge.

How to set up your bridge step-by-step tutorial

Before you start

  1. Head over to the left sidebar and click on the Create new Bridge green button
  2. You'll be taken to the first step of the bridge creation

Step 1: Choose the apps you want to connect

  1. Choose Act-On as the source for your bridge
  2. Choose Zendesk as the destination for your bridge
  3. Click on the Continue button
  4. At this point you can choose a name for your bridge (this will only be visible inside LeadsBridge and you can also edit it later)

Step 2: Configure your Act-On with Zendesk

Step 2.A: Setup your Act-On integration

  1. Click on Connect Act-On
  2. Click on Create new integration to connect your Act-On (or select an existing one from the dropdown if you already connected it)
  3. A popup wil be opened where you can authorize the Act-On integration
  4. Fill Username, Password field to connect Act-On with LeadsBridge
  5. Click on the Authorize button
  6. You can choose a name for this Act-On and LeadsBridge integration (you can also edit it later)
  7. Once done, click on Continue button and you will get back to the bridge experience where you could choose additional integration settings
  8. Now that your Act-On is connected, you can continue with the set-up of your bridge

Step 2.B: Setup your Zendesk integration

  1. Click on Connect Zendesk
  2. Click on Create new integration to connect your Zendesk (or select an existing one from the dropdown if you already connected it)
  3. A popup wil be opened where you can authorize the Zendesk integration
  4. Click on Authorize and you will be prompted to the Zendesk authorization experience
  5. Here you will need to provide the info required and grant access to LeadsBridge
  6. Once done, you will be get back to LeadsBridge application
  7. You can choose a name for this Zendesk and LeadsBridge integration (you can also edit it later)
  8. Once done, click on Continue button and you will get back to the bridge experience where you could choose additional integration settings
  9. Now that your Zendesk is connected, you can continue with the set-up of your bridge

Step 2.C: Configuration details for Zendesk

Other Info

Subdomain (only the part before .zendesk)
Create As is used to choose the entity type (ticket or user)
Show "Segmentation" as is used to select the segmentation type (Organization, Tag, and View)

Step 2.D: Email Receipt (Optional)

You may choose to receive an email receipt for each incoming lead.

  • Type the address(es) where you'd like to receive the receipt
  • You may also modify the Subject line of the email

Step 3: Fields Mapping

Here you'll be able to map your Act-On information with your Zendesk fields.

  1. You will have Zendesk fields on the left. Match the information you wish to pass align from Act-On
  2. Based on Zendesk functionality, some fields might be required; if this is the case, you can identify those fields with a * (star), so be sure to map all them
  3. You can also use the functions to customize information like reformatting dates and times or modifying text, phone numbers and so on.
  4. You may leave blank the box of a field's information you don't want to send through. Clicking on the Show unmapped fields button you will have visibility on all the available fields still not mapped

Step 3.A: Leads Filter (Optional)

If you'd like you could add a filter for incoming leads. This filter will sync only leads that meet the configured conditions

  1. Click on the link Add Filter for Incoming Leads on the top left
  2. A popup wil be opened where you can configure the filter
  3. You can define a series of condition to filter the leads. The lead will be synced only when all the conditions will be met
  4. Once finished, click the Save Changes button to switch back to the Fields Mapping to continue with the bridge configuration

Step 3.B Test Connection (Optional)

Once you’ve mapped all the fields that you need, if available, you can run a test of your connection by clicking on the Test Connection button.

Step 4: Save and Publish

  • Click on the Save and publish button

Congratulations! Now your bridge is up and running

Do you need help?

Here some additional resources:

  • Act-On documentation page and common questions
  • Zendesk documentation page and common questions
  • LeadsBridge KNOWLEDGE BASE
  • Contact support from your account clicking on the top right Support button