Pendo integrates visitor-level product analytics and session data directly into Zendesk support tickets, enabling agents to see exactly what features and pages a customer was using before filing a ticket. Support teams gain access to contextual information including NPS scores, usage frequency, and product comprehension levels, allowing them to resolve issues faster with better understanding of the customer's situation. This integration reduces ticket resolution time by providing agents the contextual data needed to diagnose problems more effectively.
Vendor Description
Empower your Support teams with key customer information and contextual product usage data right where they live inside Zendesk. By using the Pendo app, your support agents will be able to close tickets faster by having access to key product and user information right where they live.
Know exactly what a user was doing right before a ticket was filed.
Get product usage information including features, pages and more that was being used right before the user filed the support ticket. By having detailed session usage information the support agent has greater context leading to happier, faster support ticket resolution.
Key customer information at a visitor and account level.
Have better context of a user's profile such as NPS score, usage frequency, depth of understanding of the product and more right alongside the support ticket.
Installation
Pendo Zendesk Installation instructions
1. Create integration key in Pendo
Visit pendo at https://app.pendo.io/admin/integrationkeys to create an Integration within Pendo that you will use to allow all your Zendesk users to get data from Pendo
Save this key and use it to fill in the form when installing Pendo.
2. Determine how you will identify your users
Currently, Pendo requires your users to be identified by their emails addresses as this is the only identifiable values we can get from Zendesk.
By default, if you have used email addresses as the ID for your users for Pendo then we will automatically find your users. If you didn't use the email address as the ID but did pass it over as metadata to Pendo then you can specify that when you install by clicking the "Enable searching metadata for use email" checkbox and filling in the "Email Field Name" with the <metadata group>/<metadata field> value.
For example, you might use "agent/email" or "salesforce/email". You can see the existing options here: https://app.pendo.io/admin/settings (then click the Data Mappings tab).
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