Setting up a CFM Zendesk Connector
Updated
Setting up the CFM Zendesk Connector allows you to securely connect your Zendesk account with Sprinklr from the Marketplace. This connection establishes the foundation required to enable data exchange and unlock Zendesk‑powered workflows within Sprinklr CFM.
Refer to this article for more details related to use cases and key features.
Prerequisites
You would need View Automation, Edit Automation and Delete Automation permissions at the Survey Level inorder to set up Zendesk Event Based Workflow.
You would also need to integrate application permissions to create and manage Zendesk Connector in Sprinklr Marketplace.
Setting Up Zendesk Connectors
Follow the steps below to create the workflow:
Navigate to Customer Feedback Management Persona App and then go to Marketplace.
Select Zendesk App from the “Available Apps” in Sprinklr Marketplace and click Install.
Install Zendesk Connector
Search for the CFM Zendesk Connector in the Sprinklr Marketplace and click Install.
In the Install Zendesk section, fill in the details:
App Name: Provide a Connector Name.
Description: Add the purpose or context for the Zendesk connection.
OAuth Details: Add the OAuth details to securely connect to Zendesk through OAuth and click Next.
Go to Add Zendesk User section and click + Add User and authenticate using your Zendesk Admin credentials to complete the connection.
Authenticate your Zendesk account to Sprinklr by entering your Zendesk ID and password. After successful authentication:
Your installed app will now appear under Installed Apps
You can edit the app to update the name, description, Zendesk user and manage visibility
If the integration is no longer required, you can also uninstall the app from this section.
Note: Accounts integrated via the Marketplace within the CFM App will also be visible in the global Sprinklr Marketplace, and this synchronization operates in both directions. However, the Salesforce App, when added through CFM, is designated solely for CFM-specific applications and is not meant for deployment in other modules.
How to use it?
Once you’ve added a Zendesk account through the connector, it becomes available for use while creating and configuring a Zendesk Event Workflow.
This allows you to receive ticket event data from Zendesk via webhook and use it within Sprinklr workflows, for example, to trigger CFM survey distributions, create or update profiles, transactions.
Key points to note
Ticket Field Refresh Limitation: Ticket fields added or modified in Zendesk after the Zendesk connector is installed are not automatically reflected in Sprinklr. To fetch newly added ticket fields, the user must uninstall and reinstall the Zendesk connector from the Sprinklr Marketplace.
Unidirectional Data Flow: The Zendesk integration is currently one‑way, with data flowing only from Zendesk to Sprinklr. Updates or actions performed in Sprinklr are not synced back to Zendesk.