What is purpose FullContact's Zendesk integration?
In the customer support industry, one of the big trends is is personalizing communication with customers. Support teams are also measured by their customer satisfaction and efficiency. A large part of customer satisfaction is understanding the customer both in terms of their relationship with the product (billing plan, usage, etc.) and who they are as a person (demographics, affinities, etc.). The FullContact Zendesk integration helps provide insights that facilitate the relationship being built between a company and its customers.
Zendesk integration setup guide:
- If you haven't already, sign up for an API account here (you'll need an API key to get started).
- You can install the app for your entire Support team here or here; the team will share one FullContact API key.
3. You will see install instructions next to your configuration page. You must enter your API key to turn on the app.
How am I billed for this Zendesk integration?
We’re using our current API plans as the underlying billing process. A Zendesk admin will sign up for a FullContact API key (which starts on a Free plan), and can decide whether to upgrade to another API plan in the future.
How many API calls are being made every time Zendesk loads a contact profile?
Two calls are being made - one to Person API and one to Company API. Both calls are made when the ticket is initially loaded. You will essentially get to see insights next to 100 tickets per month (assuming one reply per ticket) on our Free plan.
Keep in mind that if you reload the ticket page (or come back to it to reply to a customer), that will count as two additional calls to the API.
Can you install the FullContact app for a subset of your Zendesk team?
No. The app will be installed for everyone within the organization in Zendesk.
Where do corrections for bad data go?
When you correct the data you see, it gets sent to our corrections service.
What Zendesk apps does FullContact support?
The FullContact app currently only works in the Support Desk tool. We do not yet support their Live Chat tool.
What pieces of data do you show on the Zendesk app?
Person profile: name, photo, job title / organization, location, gender, age, social links, and interests. Company profile: name, photo, description, founded year, employees, contact info.
Who can install the FullContact app - anyone on my team or just admins?
Only admins of Zendesk can install and manage apps for the team.
If a Support desk user opens up the same ticket multiple times, does that count as two separate API calls?
We will query the Person and Company API each time the ticket is opened. So, if you open the same ticket five times, that would count for five Person API queries and five Company API queries (if we produced a match).
How can a Zendesk admin estimate which FullContact API plan to sign up for?
We suggest looking at the number Support tickets per month or the number of replies per month for your team.