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Zendesk Profile Enhancer

RetentionX
  • Updated

Great customer support depends on context. With RetentionX, you can sync customer insights and segment information directly into Zendesk, giving your support team instant visibility into who a customer is, how valuable they are, and where they are in their lifecycle.

Instead of handling tickets in isolation, your agents can see RetentionX insights directly on the Zendesk user profile. This enables more personalized, informed, and efficient support—without switching tools or relying on manual lookups.

By combining RetentionX's customer intelligence with Zendesk's support workflows, you empower your team to deliver better service experiences while prioritizing the customers who matter most.

 

How to Sync Customer Insights to Zendesk

  1. To get started, open in RetentionX.

  2. Select Zendesk and click Set Up.
    Zendesk_Data Enhancer.png

  3. Select Authorize Zendesk.

  4. Enter your Zendesk subdomain (not the full URL) and confirm the authorization.
    Authorize Zendesk.png

  5. Back in RetentionX, select all customer fields you would like to push to Zendesk.
    Zendesk_Settings.png

  6. Decide whether RetentionX should create new Zendesk profiles for customers who do not yet exist in Zendesk.

    If you enable automatic profile creation, make sure that no automated welcome email is triggered for these newly added contacts. Learn more about this option and its implications here.

  7. Confirm your selection by clicking Create.

By default, RetentionX transfers customer data overnight, so the updated fields are available the next morning. Customer profiles are matched using the customer’s email address as the unique identifier. All synced insights appear directly on the Zendesk user profile as custom fields labeled with [RX] Field Name, making RetentionX insights easy for agents to recognize at a glance.

Zendesk_Profile.png
Once RetentionX insights are available in Zendesk, your support team can use them to deliver a more tailored and effective service experience. Common use cases include prioritizing tickets from high-value or at-risk customers, adjusting tone and escalation paths based on customer lifetime value, and identifying loyal customers who may deserve special handling. Support leaders can also use RetentionX data to monitor service quality across different customer segments and identify patterns that impact retention. To learn how other brands use RetentionX together with Zendesk, check out our best practices!

 

Monitoring the Zendesk Data Enhancer

After setup, you can monitor the status of the Zendesk Profile Enhancer directly in RetentionX. The Zendesk card shows when the last sync was executed and how many profiles were updated. This gives you clear visibility into whether the automation is active and the scale of updates.
Zendesk Enhancer.png

 

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