Forums/Documentation/Setting up integrations

MailChimp Zendesk widget (Zendesk Classic)

Eric Shen
posted this on March 14, 2012 11:01

NOTE: The instructions are only for the Classic version of Zendesk.  If you are using the new Zendesk, the MailChimp application is available for install in the Application Directory ("Manage"->"Browse").   

If you are using MailChimp for your email marketing needs, you can now add a Zendesk widget that gives you an inside view into what mailing campaigns your Zendesk users have been a part of.  Below, find instructions on how to locate the widget directory to install the code for the MailChimp widget.

The integration will enable the following features:

  • View all email campaign activities from MailChimp that a Zendesk ticket requester has been a part of. 
  • View in depth details about each individuals actions within a MailChimp campaign that they have been a part of.
  • Manage a ticket requester's MailChimp mailing list subscriptions directly from Zendesk.

If you need to import a list of your Zendesk users into a MailChimp email list, you can check out the existing integration details here.

Locating the widget directory

 

  1. Navigate to your "Settings" tab and click on "Extensions".

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  2. Click on the "add widget" button.

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  3. Locate the "Custom" widget and click to configure.

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  4.  Add a title and paste the following widget code here into the "content" section:
    <!-- Mailchimp Widget-->
    <div id="mailchimpwd"></div>
    <script type="text/javascript">Widget.require('https://www.helpdeskintegration.com/mczd/wgpopup.js', {type: 'text/javascript'});</script>

    Select "Create Widget" from the droplist and click on "Submit" to complete this step.

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  5. Your new widget should now appear in the list of "Active widgets" and can be added to any page within Zendesk. You will want to set up this widget in 2 areas: ticket pages and user profile pages.

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Adding the MailChimp widget to your Tickets page

  1. To add your new MailChimp widget to the tickets page, first navigate to a ticket. Then proceed to click on the "Edit widgets on the this page" link.

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  2. You should see a list of available widgets to add to the page. Select "MailChimp" (or what you added in the "Title" field when setting up the widget).

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  3. Once added, you will see the new widget in the widget area on the right side of the ticketing page. You will need to login again if you start a new Zendesk session unless you click the "Keep me logged in" checkbox. Click on the "login" button.

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  4. Clicking on the "login" button will bring up a MailChimp login page where you will enter your MailChimp credentials. Once entered, click "Connect" to link your MailChimp account to Zendesk.

    Updated4-3.png

  5. When logged in, if the ticket requester email address is found in MailChimp, you will see two new links in the user profile, "email campaign activity" and "mailing list subscriptions.  Note: If the ticket requester email address is not found in MailChimp, these links will not be displayed.

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  6. Clicking on the "email campaign activity" link will display all email campaigns from MailChimp that the ticket requester has been a part of. You can expand and close each campaign and see details about if the user viewed the emails from the campaign.

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  7. Clicking on the "mailing list subscriptions" link will bring up a page where you can see what mailing lists the current ticket requester is a part of. You can manage the lists directly here and the changes will be reflected in MailChimp.

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Adding the MailChimp integration to user profiles

  1. Navigate to the user profiles by going to "Manage"->"People" in the Zendesk navigation bar.

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    Click on any of the users on the people page to bring you to a user profile page.

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  2. On the profile page, click on the "edit widgets on this page" link to bring up the list of available widgets.

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  3. You should see a list of available widgets to add to the page. Select "MailChimp" (or what you added in the "Title" field when setting up the widget).

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  4. The widget should now be available on the profile page. If you logged in previously when setting this up on the ticket pages, then you will already be logged in. You will see two new links added to the profile here as well, "email campaign activity" and "mailing list subscriptions". The links perform the same functions as they do in the user profile on the tickets page.

    17.png

 

 

Comments

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Joe Hallissey

This looks really awesome but after logging in the popup is blank and does close or refresh. Any thoughts?

March 20, 2012 15:24
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Eric Shen
Zendesk

Hi Joe,

I just had the same issue temporarily, but seems the server had a small hiccup.  I was just able to access this now.  Can you give it a shot again?

-Eric

March 20, 2012 15:27
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Joe Hallissey

Hi Eric,

I tried it on Firefox and Chrome and it worked fine but with IE9 I am still having trouble. Unfortunately, we can only use IE9 at work :(.

Thoughts?

-Joe

March 21, 2012 07:55
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Andy Gambles

It's good :)

But it would also be great if the plugin worked like Rapportive Applet does :)

March 21, 2012 08:05
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Eric Shen
Zendesk

Hi Joe,

Let me take a look and we'll see what we can do for that.

-Eric

March 21, 2012 10:41
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Philip

As described by Joe, this does not work in IE9.

I’m curious as to why you didn’t opt for a more direct API integration which would not necessitate having to login every time the browser cookie is cleared.

March 21, 2012 11:29
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Jordan Khoviteri-Zadeh
Kildrummy.com

Is there any way to 'collapse' the widget in the side bar?

I know it's not exactly a huge deal, but it's a huge eye sore :-/

March 22, 2012 06:10
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Jordan Khoviteri-Zadeh
Kildrummy.com

Nevermind, stuck this in and a bit of code to fix the colour problems and it made it hidden.

<input type="hidden" />
March 22, 2012 06:18
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Thorleif Wiik [BCIX]

Great, but I  miss the feature like in the Highrise CRM widget  "Add this Zendesk user to Mailchimp"

March 22, 2012 13:56
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Eric Shen
Zendesk

Hi all,

Just as a heads up, we're still working on the IE9 issue and will hopefully have a resolution soon.  

@Phillip, unfortunately, there were some restrictions in place between both systems that did not allow for us to do this more directly without usage of a widget.

@Thorleif, appreciate the feedback.  That is definitely a good use case and we'll keep it in mind for future revisions.

-Eric

March 27, 2012 11:30
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Joe Hallissey

Thanks for the update!

March 27, 2012 11:36
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Richard Porter

After setting everything up I see the widget appear correctly, then when I click it to login, it opens and shows the login page.  After submitting my info the page goes blank and just sits there.   I tried in Chrome and Firefox and neither seem to move past the blank page.  Any direction would be appreciated.

March 30, 2012 14:04
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Eric Shen
Zendesk

@Richard

We are investigating this for you right now!  We'll keep you posted.

 

-Eric

March 30, 2012 14:22
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Eric Shen
Zendesk

@Richard This should be resolved now.

@Joe, @Phillip, the IE  9 issue should now be resolved as well.

April 02, 2012 10:08
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Filipe Dinis
transfastuk

The "email campaign activity" link brings up a popup that shows all campaigns sent and not those sent specifically to that subscriber. Is this a glitch or am I missing something?

April 16, 2012 09:01
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Eric Shen
Zendesk

Hi everyone,

We've made a slight change to the code to address the issue noted by @Filipe.  The email campaign item should now be resolved.  Make sure you update the code snippet to the latest version!

-Eric

April 18, 2012 10:43
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Filipe Dinis
transfastuk

Thanks Eric,

It seems better now!

April 18, 2012 10:53
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Kathryn

So is there a (non-API) way to export user emails from ZenDesk to MailChimp?  Because that would be better than ice cream.

April 19, 2012 13:15
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Eric Shen
Zendesk

Hi Kathryn,

Just wanted to get a little bit of clarification about what you mean about a non-API way to export user emails from Zendesk to Mailchimp.  Mailchimp does offer a direct import from Zendesk, but it does load in all of your end-users; there's not a way to pick and choose them.  You can find details about it here:

http://kb.mailchimp.com/article/tell-me-more-about-zendesk

What exactly are you trying to accomplish?  Let me know and hopefully I can answer your questions.

April 19, 2012 13:25
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Filipe Dinis
transfastuk

Mailchimp imports Zendesk users smoothly. But, if I'm not mistaken, mailchimp imports ALL users. This includes end-users and agents. But luckly you can then segment in mailchimp to send campaigns for only end-users (and only active users, if you want it)

 

 

April 19, 2012 13:59
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Kathryn

Eric,

That was just what I needed, and it worked beautifully, thanks!

April 20, 2012 07:47
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Kathryn

Ok - possible that I'm way out in left field - but does the integration not pull first and last names?  If the default is email address only, is there a way around it?  (say yes and make me ecstatic)

April 30, 2012 10:38
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Eric Shen
Zendesk

@Kathryn, Are you referring to the mail import functionality of the integration or the widget portion?

April 30, 2012 11:01
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Kathryn

Integration of the widget - seems that there are a bazillion possible fields from the MailChimp end - but limited options through the widget.  I did see a field that seemed to have concatenated the first and last names, but it disappears when I click to finalize the import.

April 30, 2012 11:06
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Eric Shen
Zendesk

@Kathryn, I'm going to create a ticket on your behalf to troubleshoot.  Should be coming through in a minute or so!

April 30, 2012 11:26
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Sergei Shablovsky

Hi! I hope after "Adding MailChimp intergration to User Profile view" is perfect to doing the same for Organisation.

May 14, 2012 15:48
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Sergei Shablovsky

Hi! If we use Zendesk as a source for our client's e-mails, how to automative export it into MailChimp ? Or clicking on the "mailing list subscriptions" on each customer and then modify their subscription in separate window are only one ability to make this?

May 14, 2012 16:19
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Joe Hallissey

@sergei Check out this integration Zendesk has with Mailchimp: http://www.zendesk.com/blog/customer-support-for-email-marketing-mailchilmp-integration

Hope that helps!

-Joe

May 14, 2012 16:22
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Sergei Shablovsky

@Joe

I hope I read care this article but cannot find answer on my question. Please point me directly.

May 14, 2012 16:35
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Joe Hallissey

@sergei Apologies. In Mailchimp, you can import email addresses from Zendesk. See this screenshot: http://screencast.com/t/ZXWrBflTKZ

May 14, 2012 16:45
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Filipe Dinis
transfastuk

@Joe Do you know a way for the import zendesk feature on Mailchimp to work automatically? So when new user is added in Zendesk, it's emaill address is automatically imported to Mailchimp.

Right now I have to do this manually which is a pain (in a chimp's butt)

 

May 15, 2012 01:21
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Joe Hallissey

@Filipe I have the same need but I do not know of an automatic feature. I suppose you can use the Zendesk API and code a script to do it frequently. I am doing the same thing as you can just importing new emails weekly.

Good luck!

May 15, 2012 09:28
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Sergei Shablovsky

@Joe and @Filipe

Hm... May be this is a point of thinking of. The main question are "What system are source of customer's e-mails?" from the Yours Business process rules point of view.

By the other words: if I import emails in MailChimp and after make PR campaign, may be some of recipients need to ask some question and very great to be point it on Zendesk-bazed helpdesk. So, in this case Zendesk may implement auto-import emails ability.

What is Zendesk woice about this ? MailChimp are very fast growing and tailent team and more companies switch from ConstantContact to MailChimp.

May 15, 2012 13:58
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Tanya Cashorali
basho

Does this allow for segmenting users for specific emails based on their tags? This way we can send emails out to customers in a product-specific way.

June 20, 2012 11:30
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Eric Shen
Zendesk

@Tanya

Unfortunately, the integration does not currently allow for you segment the users for specific emails based on tags.  The current import functionality will load the entire list of end-users from your Zendesk account into a list in Mailchimp.  The import piece of the integration lives in Mailchimp, so it would have to be something they build into the product on their side to best accommodate what you are looking for.

@Joe @Filipe @Sergei, while this isn't currently supported with our integration, you can try out this service here that can perform what you wish:

https://zapier.com/home/ZendeskAPI/MailChimpAPI

June 21, 2012 16:41
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Mark Gutknecht
4schools

This now needs to be done via an App in the new Zendesk, right? I'm not seeing that using the mentioned widget as documented above will work for the new Zendesk. Is this correct? If so, are there further plans for App development of this same feature and functionality?

November 13, 2012 13:56
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Eric Shen
Zendesk

@Mark, that is correct.  It's actually in works as we speak and we hope to have it published very soon.  At that point, we'll be updating this article to reflect the changes so stay tuned.

November 13, 2012 13:58
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TJ Baker

Would really, really love to see a new widget for the new Zendesk.  In fact, really need it now :)

December 06, 2012 15:32
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Justin Seymour
Zendesk

Ahoy, TJ! We're working on it! 

December 09, 2012 05:47
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Peter Nelson

Any update on the MailChimp app for the new interface?

January 13, 2013 11:57
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Justin Seymour
Zendesk

Still working on it, Peter! 

January 14, 2013 07:13
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Eric Shen
Zendesk

Hi all,

Thanks for your patience with this.  The new MailChimp app is now available in the Zendesk application directory in the product.  You can find it by navigating to "Manage"->"Browse"->"MailChimp".  All you need is your MailChimp API key once you install the application.  We've updated this article to only be for the Classic Zendesk; the setup instructions are located in the application directory.  

January 14, 2013 16:03
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Maryann

Has there been any update as to how MailChimp pulls "people" out of Zendesk? I only want MC to import members who have a specific tag. In earlier posts I see this isn't possible - has anything changed with the new App?

January 29, 2013 15:18
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Eric Shen
Zendesk

Hi Maryann,

There has not been any movement yet on how MailChimp extracts people from Zendesk into a list in MailChimp.  It is something we will want to investigate and going forward we may have some enhancements that will better help facilitate this, but there's no progress at this point and time.

January 29, 2013 15:30