Gainsight PX displays user activity and account details directly within Zendesk tickets, allowing support agents to see product usage history, feature interactions, and user attributes relevant to each support request. This integration helps agents quickly understand what actions led to an issue and access key user information to resolve problems more efficiently.
Vendor Description
Gainsight PX
- Analyzes user behavior in your product so you can determine onboarding success, feature adoption and usability issues
- Develops personalized, in-product messaging that guides users through your product experience and increases feature adoption
- Builds real-time segments based on product adoption, demographics and company data
Gainsight PX in Zendesk
By installing the Gainsight PX extension in Zendesk, you allow your Support team members to quickly see relevant data regarding the current request.
User Activity
By showing the activity of the user within the application relative to when the help request was filed, the support agent can have a detailed view of what actions were taken by the user leading up to the issue. Actions that are displayed include: page views, form submits, custom events, and features.
User Details
The attributes of the user for the current request will automatically be displayed. Contact information, number of visits, signup date and other key information that can help solve issues more quickly.
Data Handling & Privacy
Gainsight PX for Zendesk accesses user and account data from your Gainsight PX instance via a REST API key that you provide. The app retrieves user activity and attribute data solely to display it within your Zendesk Support interface. No data is stored, shared with third parties, or used outside of this display purpose.
For full details on how Gainsight handles your data, please review our Privacy Policy.
Installation
Prerequisites
- Ensure you have access to a Gainsight PX account.
- Identify your PX data center (US1, US2, or EU) from your application URL.
- Confirm you have permission to create API keys in Gainsight PX.
Follow these steps to install and configure the Gainsight PX app in Zendesk:
- Create a REST API key in Gainsight PX: Log in to your Gainsight PX application. Create a new API key to allow the Zendesk app to access your PX data. Save this key, as you will need it during setup. The key is never displayed again. We recommend granting only User and Account read access, as this is the only data required by the Zendesk Marketplace app.
- Install the Gainsight PX app in Zendesk: Install the app from the Zendesk Marketplace.
- Configure the app: In the configuration screen:
- Enter a Title for the app
- Enter the API key created in Step 1 in the API Key field
- Enter your PX data center (US, EU, or US2) in the Region field. You can find your data center in your application URL. For example, in https://app-us2.aptrinsic.com, the data center is US2.
For more details on setup and advanced configuration, see Gainsight PX Zendesk Integration.
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