Zendesk API 101: increasing the capability of your Zendesk

Zendesk API 101: increasing the capability of your Zendesk

April 12, 2013
Zendesk API 101: increasing the capability of your Zendesk

Have you ever wondered how you can get your customer data to sync up with ticket information? Do you want to build a custom help form for your website that automatically creates Zendesk tickets? Maybe you love Zendesk, but want to further customize the look and feel to match your brand. You’re not alone. In fact, many of our customers reach this point and turn for to the Zendesk API to get it done.

APIs, or application programming interface, provide a way for you to talk programmatically to an application. For example, if you want to find all of your users that have a particular tag so that you could email them a special offer. Using an API, you can pull the user information and send out the emails in a matter of minutes.

Zendesk provides an extensive API that covers all of the operations you can do via the agent interface. In fact, the new Zendesk is built on top of our API. People use our API in a variety of ways. For example:

  • Customer service dashboards that utilize our incremental tickets endpoint, which gives you an update on your tickets since your last check-in
  • Zendesk Apps that pull in customer records from CRM systems that sit alongside their tickets. This gives customer service reps better insight into the customer and helps them solve the problem more efficiently
  • A visual representation of satisfaction ratings represented by these adorable pandas
  • Using an SMS service such as Twilio to alert your customer service team every time there’s a bad satisfaction rating, giving the option of responding quickly

I hope I’ve piqued your interest to inspire you to try and see how you can use the API to optimize your Zendesk usage. If you’d like to learn how other companies like Engine Yard, PagerDuty, and New Relic are using the API in their everyday business processes, check out our upcoming Zendevian Community Soiree April 25th. Otherwise, should you have any questions, contact our API team at api@zendesk.com.

Visit the Zendesk Developers Community to learn more