You can now use FactBranch to automatically look up data in an SQL database and save that data into Zendesk ticket fields.
FactBranch is an app in the Zendesk Marketplace and it's been around for years now. Most people use it to display customer data in the ticket sidebar when an agent opens the ticket. So far the data was just displayed and couldn't be pushed into Zendesk fields. That changed this week!
FactBranch can now pull customer data from your database and save it into ticket fields - including your custom fields! This will happen automatically whenever a new ticket is created.
Here is a quick guide for how to connect FactBranch to your Zendesk account and activate "Push to Zendesk".
1) Getting started
First you need a FactBranch account. If you haven’t signed up yet, you should create an account now. Every account comes with a 14-day free trial and you don't need a credit card to sign up.
Be sure to write a SELECT statement that looks up a single record and returns all the fields you'd like to push back into Zendesk fields. You'll assign the fields in the next step. You can ignore the Output Designer for now. Just click "Finish" to move on.
2) Activating "Push to Zendesk"
Now that you've successfully created an SQL query, return to the Integrations page in FactBranch and in the "Push results into ticket fields" box at the top click on "Connect to Zendesk".
Enter the Zendesk subdomain, user-token and API-key. Here is a guide how to generate an API-key in Zendesk.
Once you've connected FactBranch to Zendesk, head back to your Integrations page, which should now look like this:
Click "Push to Zendesk" inside the box of the integration you've just created. You'll be forwarded to this screen, where you can select which fields from your query should be pushed into which ticket field.
Click "Save" and you'll see a list of fields you've just assigned. It will look like this:
Now there's only one step left: Click "Activate push" and from now on new tickets will be automatically looked up with the query you've written and the fields you've assigned will be saved back into the ticket.
This is especially great if you want to create reports in Zendesk Explore that are based on values of these fields.
Questions or Feedback?
If you have questions about the app or are stuck at any point, please email firstname.lastname@example.org and we’ll help you within a few business hours.
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