SmartZENDESK onboarding checklist - Intelligent solutions for Blackbaud products

SmartZENDESK – up and running checklist

SmartZENDESK Checklist

Pass Zendesk tickets to Raiser's Edge NXT for storage on existing or newly created constituent records as actions.

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Raiser's Edge configuration requirements and advice

SmartZENDESK NXT passes Zendesk tickets to Raiser's Edge NXT for storage on existing or newly created constituent records as actions. Please complete the items below before we activate your integration.

Important: the three Zendesk webhooks must be created after the application is created, because that step generates the webhook URLs you'll need.

Your details

Your name(Required)

First Last

Your email(Required)

Your organisation(Required)

Telephone

Pre-install checklist — Required

Please confirm each of the following is in place(Required)

Zendesk: 'RE Constituent ID' text field added

Zendesk: 'RE Action ID' number field added

Zendesk: Three webhooks created — Ticket > Ticket created, Ticket > Comment created, Ticket > Status changed (created AFTER the application, using the generated webhook URLs)

RE NXT: Action notepad types added — 'Email In', 'Email out', 'Internal comment'

SmartSYNC: Mapping sheet 'Zendesk status to RE action status' created in SmartSYNC > Data, with Solved and Closed mapped to 'Completed' (plus any other status mappings you need)

All five items are required before the integration can go live.

Pre-install checklist — Advised

Recommended (helps with reporting and tidy data)

RE NXT: Constituent code 'Zendesk' / ZENDSK added

RE NXT: Action table entry 'Zendesk' added

Optional but advised.

Application settings

Action type(Required)

The action type. Must match an Action table entry in RE NXT (see advised setup above). Defaults to 'Zendesk'.

Email type(Required)

RE email type to use when importing email addresses.

Constituent Code(Required)

The constituent code to use for newly created constituents.

Anything else we should know?

SmartZENDESK Checklist

Raiser's Edge configuration requirements and advice

Your details

Pre-install checklist — Required

Pre-install checklist — Advised

Application settings

Company information

Policies & Terms

Website terms

Certificates

Service terms

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