How to integrate Zendesk with SendGrid to add to the SendGrid contact list when a ticket is created in Zendesk

Zendesk and SendGrid are convenient support tools.
However, when managing user information with both tools, challenges may arise.
Manual registration in SendGrid, delays in updates, and human errors can make efficient operations difficult.
By integrating the tools, you can automatically register user information in SendGrid's contact list when a ticket is created in Zendesk.
This can solve the challenges of managing user information across two tools.
This article introduces a no-code method to integrate Zendesk and SendGrid.
Even without specialized knowledge, you can implement it, making it a useful reference when aiming to improve operational efficiency.

Recommended for

Those using Zendesk and SendGrid
Those using Zendesk and SendGrid but find manual information integration cumbersome
Those looking to integrate Zendesk and SendGrid to enhance centralized customer data management and information sharing between teams
Those who want to reduce errors when registering from Zendesk to SendGrid

Benefits and Examples of Integrating Zendesk and SendGrid

Benefit 1: Reduce User Information Registration Tasks

When managing customer information with multiple tools, manual registration becomes a challenge.
Especially with a large number of customers, manual handling takes a lot of time, but automation can reduce the workload.
For example, by utilizing the integration of Zendesk and SendGrid introduced here, customer support members can reduce the task of manually transferring information to SendGrid's contact list.
This integration allows staff to shorten the time spent on input tasks, enabling them to focus more on customer support.

Benefit 2: Strengthen Team Collaboration

When dividing customer information management tools by department, information reflection becomes a challenge.
If there is a time lag in information reflection between tools, related departments may find efficient operations difficult.
By integrating the tools, customer information is automatically reflected, enabling smooth information sharing.
For example, if the customer support team handles customer interactions in Zendesk and registers user information in SendGrid, the marketing team, which bases its operations on SendGrid's information, may find quick customer approaches difficult if there is a time lag.
However, if user information is automatically reflected through integration, the marketing team can proceed smoothly with their operations.

Benefit 3: Prevent Human Errors for Accurate Customer Data Registration

Manual input is prone to errors.
Even simple copy & paste tasks can lead to forgetting to copy or copying extra characters.
By integrating Zendesk and SendGrid, where user information is automatically reflected, human errors can be prevented, allowing for accurate data management.
For example, if the marketing team creates newsletters based on SendGrid's user information, a mistake in transferring information from Zendesk, such as a name error, can affect the trust relationship with customers.
To prevent such situations, the integration of Zendesk and SendGrid is effective.

Now, let's introduce how to use the no-code tool Yoom to "add to SendGrid's contact list when a ticket is created in Zendesk."

[What is Yoom]

How to Add to SendGrid's Contact List When a Ticket is Created in Zendesk

This method can be achieved by receiving the creation of a ticket in Zendesk using Zendesk's API and adding it to SendGrid's contact list using SendGrid's API.
Generally, programming knowledge is required to achieve this, but with the no-code tool Yoom, it can be easily achieved without programming knowledge.

We will create it in the following major processes.

Register Zendesk and SendGrid as My Apps
Copy the template
Set the trigger in Zendesk as the starting point of the flow, followed by the SendGrid settings
Turn on the trigger button and verify the integration operation between Zendesk and SendGrid

For those not using Yoom, please register for free from here.
If you are already using Yoom, please log in.

Step 1: Integrate Zendesk and SendGrid with My App

First, register Zendesk and SendGrid with My App to integrate them with Yoom.

1. In the Yoom management screen, select "My Apps" on the left side and click "+ New Connection".

2. On the following screen, search for Zendesk and SendGrid and proceed to the next screen.

For Zendesk

・Enter the account name, email address, and API token, then click "Add" to complete the registration in My App.
※ Detailed instructions on obtaining the API token are explained on this help page.
※ Zendesk is an app available only on the Team Plan and Success Plan. For the Free Plan and Mini Plan, the operation and data connection of the flow bot you set will result in an error, so please be careful. Paid plans such as the Team Plan and Success Plan offer a 2-week free trial. During the free trial, you can use apps that are subject to restrictions.

For SendGrid

・Enter the account name and access token, then click "Add" to complete the registration in My App.

3. Copy the template for integrating Zendesk and SendGrid.

・Open the link below.

・Clicking "Try this template" will complete the copy.

※This template is intended for new lead registration. If a second or subsequent inquiry occurs in Zendesk, contact registration may be duplicated.

Step 2: Setting up the trigger in Zendesk

Set up the trigger action that will be the starting point of the flow.
This flow triggers when a ticket is created in Zendesk.

1. Select "My Projects" in the Yoom admin panel and click "【Copy】Add to SendGrid contact list when a ticket is created in Zendesk".
※The template title can be changed freely on the next screen.

2. Click "App Trigger When a new ticket is created".

3. Confirm the account to be linked with Zendesk and click "Next".
※Other items are set by default.

4. Set the trigger activation interval and subdomain, then click "Test".
※Trigger activation intervals of 5 minutes, 10 minutes, 15 minutes, 30 minutes, and 60 minutes are available, and the selectable time varies depending on the plan.
※For each selected interval, check the trigger action in the app once, and when the action is executed, the flow bot will start. If you want to reflect information in SendGrid immediately, it is recommended to set a short interval.

5. If the test is successful, the ticket information obtained will be displayed in the output.
If there are no issues, save it.

Step 3: Setting to obtain user information from Zendesk

1. Click "Integrate with App Obtain User Information".

2. Confirm the account to be linked with Zendesk and click "Next".
※Other items are set by default.

3. Set the subdomain and user ID, then click "Test".
※The user ID is selected from "When a new ticket is created" in the output displayed by clicking the frame. (Values are displayed in double brackets)

4. If the test is successful, the user information will be displayed in the output.
If there are no issues, save it.

Step 4: Setting to register with SendGrid

Finally, set to add the user information obtained from Zendesk to the SendGrid contact list.

1. Click "Integrate with App Add new contact to contact list".

2. Confirm the account to be linked with SendGrid and click "Next".
※Other items are set by default.

3. Set the items to be added to the contact list and click "Test".
※Items related to the user can be set from "Obtain User Information" in the output displayed by clicking the frame. (Values are displayed in double brackets)
※The list ID can be selected from "Candidates" displayed by clicking the frame.
※Since the user's name obtained from Zendesk is not divided into "Last Name" and "First Name", the full name is set in the "Last Name" field here.

4. If the test is successful, a new contact will be created in the SendGrid contact list.
If there are no issues, save it.

5. When the trigger is turned ON, a contact will be automatically added to SendGrid each time a ticket is created in Zendesk.

If you have any questions about the flow introduced, please check the help page here.

Other Automation Examples Using Zendesk

There are many other examples of automation using Zendesk in Yoom, so here are a few to introduce.

1. Notify Slack When a Ticket is Created in Zendesk

You can automatically notify Slack when a ticket is created in Zendesk.
This integration will enable support staff to respond to customers promptly.
It can also be used when you want to notify relevant departments about ticket creation.

2. When a ticket is created in Zendesk, generate a response in Dify and notify Chatwork

You can automate the process of generating response content in Dify when a ticket is created in Zendesk and notifying the support staff in Chatwork.
This integration is expected to reduce the burden on support staff in creating responses and improve the efficiency of customer support.

3. Create a folder in Microsoft SharePoint when a ticket is created in Zendesk

When a ticket is created in Zendesk, a folder can be automatically created in Microsoft SharePoint.
This integration ensures that a dedicated folder for each customer is created, preventing issues and enabling smooth business operations.

Summary

When managing user information with two tools, manual input, data reflection delays, and input errors become issues. By integrating Zendesk and SendGrid, you can automatically register user information in the contact list every time a ticket is created, which can solve these issues. This can reduce the burden on staff, strengthen collaboration between teams, and improve overall operational efficiency. The integration of Zendesk and SendGrid can be achieved without code by using Yoom. You can implement it simply by following the steps explained in this article, so take this opportunity to incorporate automation.