In this article I will explain how you can integrate Formstack Forms with Zendesk Support to create tickets in Zendesk via Formstack forms and seamlessly update Zendesk ticket fields with data captured in Formstack forms.
First I'll provide a quick overview of the two platforms and then I'll show you how to use the built-in API integration configuration in Formstack to integrate forms with Zendesk.
Formstack Overview
Formstack has a range of products including
Forms: Custom online forms (Links: Learn More | Free Trial)
Documents: Document generation
Sign: Document workflow and digital signing
These products can also be combined if you sign up for Formstack Suite.
In this example we will focus on Formstack Forms that combines powerful features with an easy-to-use form creator empowering you to build custom online forms and begin collecting data in minutes.
You can learn more about Formstack Forms here or register for a free trial here if you want to test the functionality.
Zendesk Overview
Zendesk Support is a comprehensive system for tracking, prioritizing, and solving customer support tickets. Zendesk includes a range of products and channels you can use to optimize your customer support. Some of the channels include:
Email support
Support request form in your Zendesk Support portal
Support request form on your own website
Phone support
Text and chat support
Social media support
How to integrate Formstack Forms with Zendesk Support
Zendesk does allow users to submit requests using forms in the Zendesk Help Center but there are some limitations.
You might be limited to only one form if you have a lower subscription.
Form customizations, logic and field types are limited.
Formstack forms provide more customization, logic and field types like attachment fields etc.
You have more options to embed Formstack form on webpages (embed the actual code in an iframe for example).
Next I'll show you how to use the built-in API integration configuration in Formstack to integrate forms with Zendesk. Formstack can submit form submissions to Zendesk via email to create tickets however, the API integration will provide the ability to map form fields with Zendesk form fields, customize ticket description, and add tags to tickets.
Zendesk Configuration
Open your Zendesk Support application and navigate to the Admin Center which can be accessed via the product menu icon in the top-left of the page.
In the Admin Center use the sidebar menu and navigate to Apps and integrations > APIs > Zendesk API
Make sure the "Token Access" option is turned on.
Add a new token using the "Add API token" button.
Copy the generated token and paste it into a temporary notepad or text editor. The token will only be displayed once. It is also important to note that this token must not be shared or included in any email, documentation, or other communication methods as it provides access to your Zendesk instance.
Formstack Configuration
Open your Formstack Forms portal and log in with an administrator account.
Create a new form or navigate to the form that you want to integrate with Zendesk
Navigate to the form settings and select the "Integrations" menu item in the sidebar.
The list of available integrations will be displayed. Use the search box to search for Zendesk or scroll to the Zendesk option and click Add.
The integration settings page will be displayed and you will be prompted to enter your Zendesk login credentials.
Enter your Zendesk subdomain.
Enter the Zendesk administrator account email in the Zendesk Email field and add "/token" after the email address. Example "adminemail@yourdomain.com/token".
Paste the token you generated in Zendesk in the Password field.
You could use normal password authentication as well in which case you would not add the "/token" to the email and you would enter your administrator password. For this to work, you also need to make sure you have Password Access turned on in the Zendesk API settings. The token access however is advised as the password could change.
The Ticket Information block will be displayed after you are successfully authenticated.
You will now be able to map your Zendesk fields on the left with fields in your Formstack form on the right.
Always make sure you have a Name and Email field that can be used to link the ticket to a requester in Zendesk.
The comment field in Zendesk is required and you can either link it to an existing field in your Formstack form (select "Field >>"), or select the "Value>>" option to build a custom comment using text and placeholders.
You have the ability to set tags that will be added to the ticket. Separate the tags with a space and ensure they are lowercase.
It is advisable to add an Email On Failure email address so someone can receive notifications if the integration fails.
Your integration should now be completed. A Zendesk ticket should be created when you submit the Formstack form.
Conclusion
Please reach out to us if you have any questions or comments. You can also browse our other topics and product info on our web site to access other valuable information and tips.
Below are links to provide more information about Formstack and Zendesk: