Alcmeon's Zendesk connector synchronizes social conversations between Alcmeon and Zendesk, giving your teams a unified view of customer interactions within your ticketing environment. The synchronization is unidirectional: conversations are pushed from Alcmeon to Zendesk.

What is the Zendesk connector used for?

Your social media accounts are connected to Alcmeon, and messages received on these accounts are automatically routed to your Alcmeon inbox based on your sorting rules, scenarios, or manual actions. When a Zendesk organization (instance) is connected, certain conversations can then be synchronized to Zendesk as tickets, according to predefined parameters.

What Alcmeon provides

Data synchronized in Zendesk

When a conversation is synchronized, Alcmeon creates a Zendesk ticket containing the complete message history. An internal comment is added with contextual information such as:

• the Alcmeon URL to the last message,
• the origin of the message (type of social network and account).

The ticket is then automatically updated with incoming social media messages or modified tags, without any further action required. When the conversation is closed on Alcmeon's end, the Zendesk ticket status changes to Closed.
 

Customer management

During synchronization, Alcmeon can search for existing Zendesk customers, display customer information, or create new customers in your Zendesk environment. All customer properties—including custom fields (prefixed with `user_fields.`)—are available for configuration.

Operating modes

The connector supports 2 main synchronization modes , depending on where your advisors process the messages:

• From the Alcmeon interface — advisors handle conversations in Alcmeon, and tickets are created in Zendesk for tracking and CRM purposes.
• From the Zendesk interface — conversations are pushed to Zendesk as soon as a message is routed to a specific Alcmeon team, allowing advisors to work primarily from Zendesk.

When is a conversation synchronized?

Mode 1 — Response from advisor + associated Zendesk client

In this mode, synchronization to Zendesk is triggered when two conditions are met:

1. The user is associated : the user linked to the conversation must be linked to a Zendesk customer in Alcmeon (association with an existing customer or creation of a new customer).
2. A human replied : the conversation must have received a response from an advisor in Alcmeon.
   This mode is suitable when teams process messages in Alcmeon while also wanting to enrich the customer view in Zendesk. It ensures that only qualified conversations, linked to an identified customer, are pushed to Zendesk.

Note: It is not possible to create tickets in Zendesk for conversations handled exclusively by a bot with this synchronization mode.

Note: If the user profile is not yet linked to a Zendesk customer, the conversation will not be synchronized until this linking has been completed.

Mode 2 — Routing to an Alcmeon team

In this mode, synchronization is triggered as soon as a message is routed to a specific Alcmeon team configured for Zendesk synchronization. It is not necessary to associate a Zendesk client beforehand.

This mode is particularly suitable when Zendesk is the primary processing tool. It allows conversations to be pushed into Zendesk as soon as they reach the correct processing workflow, even before an agent sends a response.

With this mode, you can configure:

• A custom email field : Alcmeon will use this field to search for or create a Zendesk customer based on the email collected during the conversation (via a bot scenario, for example).
• Continue synchronization after ticket creation : a switch (enabled by default) that controls whether the ticket continues to be updated after its initial creation. When disabled, each new message creates a new ticket, and replies in Alcmeon have no impact on existing tickets in Zendesk.

Note: This mode requires that the Alcmeon team and the custom email field be configured beforehand. See Installing the Zendesk connector for configuration instructions.

Key points

Retroactivity : associating a customer triggers the creation (or update) of their previous conversations that received a human response in Zendesk, as long as these tickets are not already closed.

Disassociation : If a customer is subsequently disassociated, the Zendesk ticket continues to be updated with new messages.

Suspended clients : If a client is suspended in Zendesk, this will prevent the synchronization of associated conversations.

Twitter Regulations (X) : If your brand does not have a direct contract with Twitter to access their APIs, Twitter prohibits Alcmeon from transferring customer names, message content, and attachments to any third party. In this case, no Twitter content will be synchronized via the Zendesk connector.

Zendesk Notifications : Alcmeon does not manage Zendesk-side notifications when a ticket is updated. However, you can configure notifications directly in Zendesk via Triggers.