Zendesk integrations - features & systems at a glance
Leafworks connects Zendesk with almost all backend systems – whether modern cloud solutions or classic on-premise infrastructures. The result: a centralised support workflow that is efficient, transparent and flexible.
Zendesk integrations: More efficient customer service through networking
The key to sustainable customer loyalty
Seamless integrations allow companies to noticeably improve their support: Information from CRM, ERP or shop systems is available directly in the ticket, eliminating manual work steps. This saves time, reduces errors and increases customer and employee satisfaction.
Four areas in which Zendesk integrations are particularly convincing
Seasonal fluctuations in customer service pose particular challenges for companies. Whether peak season, order peaks or increased returns – integrations and intelligent processes help to manage these waves without compromising on customer satisfaction.
With sophisticated Zendesk integrations, information flows to where it is needed – whether order status from the shop, customer data from the CRM or invoice information from the ERP.
Smart Routing
Incoming requests are routed to the optimal location rather than classic routeing to their default location.
Enrichment & Action
Intelligently use data from any third-party systems that are available in the backend to create smart actions.
Business Process
Something happens, such as a request comes in or its desired to set a process to automatic.
Reduce Manual Work
Work towards better outcomes by minimizing the boredom of menial tasks & manual activities.
How many types of Zendesk integrations are there?
A better question would be: Is there anything that doesn’t integrate with Zendesk?
One reason why we at Leafworks are so passionate about automation and integrations is that we have almost unlimited flexibility: we create the ideal environment for companies to optimise customer service.
Typical types of integration
Zendesk CRM integration
Customer history can be viewed throughout the company (e.g. Microsoft Dynamics, Salesforce).
Zendesk API integration
Automated forwarding or classification of tickets - also AI-supported (e.g. NLP).
Add-ons & marketplace integrations
Extensions for special requirements.
Results-based Zendesk integration
Integration of reporting and BI data for performance analysis
Which systems can be integrated?
Almost all company systems can be connected to Zendesk – whether SaaS or on-premise. Typical applications:
CRM systems
Customer data is available directly in the ticket. Examples:
- Salesforce
- Microsoft Dynamics 365 (CRM)
- HubSpot
- Pipedrive
- Zoho CRM
ERP systems
Invoice, order and delivery data are visible in Support. Examples
- SAP
- Oracle NetSuite
- Microsoft Dynamics 365 (BC/FO)
- Sage
- Infor
eCommerce / shop systems
Order status, returns or customer profiles directly in the ticket. Examples:
- Shopify
- WooCommerce
- Magento 2 (Adobe Commerce)
- Shopware
- BigCommerce
Telephone systems & communication
Calls, chats and internal communication centralised. Examples:
- Amazon Connect
- Aircall
- RingCentral
- Microsoft Teams
- Slack
- Zoom Phone + Meetings
- Google Meet
BI and reporting systems
Dashboards & KPIs directly in the support context. Examples:
- Power BI
- Tableau
- Looker
- Google Data Studio / Looker Studio
- Qlik
- Domo
Product & project management
Link tickets with development backlogs; synchronise status & comments.
- Jira
- Azure DevOps
- Trello
- Monday.com
- Asana
- Notion
Legacy & internal systems
Customised databases or special software - also connected without API via middleware.
- Own databases (SQL/NoSQL)
- In-house developments & internal tools
Marketing automation tools such as HubSpot Marketing Hub, Marketo or Salesforce Marketing Cloud can also be integrated.
👉 You can find further examples and details on the connection here: Zendesk integrations – overview
Omnichannel integrations
A key advantage of Zendesk is the seamless integration of all relevant communication channels.
- Traditional channels: Email, telephony (Zendesk Talk/CTI), SMS
- Web & self-service: Help centre, contact forms, web widget, mobile SDK
- Live chat & messaging: Zendesk Chat (synchronous), Zendesk Messaging (asynchronous, with bot support)
- Social networks (public): Facebook posts/comments, X (Twitter)
- Private messaging: WhatsApp, Facebook Messenger, Instagram Direct
- Extended channels via third-party providers: Telegram, Viber, Discord, KakaoTalk
Customised solutions & middleware
Not every system has a standard API. For such cases, we develop customised connections and use middleware solutions to reliably exchange data between Zendesk and third-party systems. Examples
- Custom apps (e.g. with Knots)
- Interfaces to internal tools
- Workflows for data validation and enrichment
Some of our customers
We serve a variety of customers (300+) in the customer service environment.
Our customers include startups with 3 agents to large organizations operating in 30 countries with 999+ employees.
“With the help of Leafworks, we managed to complete a mammoth project without a negative impact on users and customers. On the contrary – we were able to standardize customer satisfaction across the entire Staffbase group at a high level and can now offer efficient multi-product support.”
“The cooperation with Leafworks was very pleasant and professional. The transition to a new support system was a big step for us. Leafworks understood our needs very well, communicated opportunities and obstacles clearly, and provided us with excellent advice during the transformation process.”
“The collaboration with Zendesk and Leafworks was characterized by utmost professionalism and reliability from start to finish! […] We were able to start 2 months after the go-live decision and had hardly any teething problems, which is amazing for such a big project.”
Other Customers
We are here to help!
We connect your core systems – CRM, ERP, shop, telephony, BI or internal applications – with customised Zendesk integrations. Relevant data ends up directly in the ticket. This reduces media disruptions, saves time and increases service quality.
What you get from us
- Clean, maintainable interfaces for cloud and on-premise
- AddOns API/middleware and custom apps for systems without a suitable standard API
- Bidirectional synchronisation and clearly defined data models
- Fast implementation with QuickStart, including tests, documentation and enablement
We have implemented numerous Zendesk projects in various industries. Let’s talk about your system landscape – we’ll check integration paths and outline a lean roadmap.
Robert Cwicinski
CRM Expert
- CRM
- Automation
- Integrations
- Business Intelligence / BI
- Zendesk
- Digital Transformation
- Custom MVPs
Zendesk Premier Partner Leafworks is a leading Zendesk integration company that specializes in improving business ROI by creating custom integrations for Zendesk.
We use Zendesk to realize customer service projects. We undertake the customizing, automations, triggers, custom-app development and the integrations into backend systems.
Our consulting services include QuickStart initial setups, Zendesk integration & automation and Zendesk apps & themes. Contact us today to book your discovery call.