Zendesk task and new email process

Question

Has anyone incorporated the new email survey workflow with Zendesk and saving it as a transaction? I know the task within the “template” is being depreciated, but whenever I try to add a contact/transaction to the XM Directory from a Zendesk event, I get blocked with the message that a data task hasn’t been set up yet.We had been saving ticket fields through Embedded data but I think we need to move to Transactions since embedded data is being over-written with multiple tickets. It is becoming more common where a user can have multiple tickets can be resolved same day and we need to pivot to Transaction to avoid data confusion.  If I set up the “Send an email task” from the Zendesk trigger, I think I will be forced into using Embedded data and continue to have the same issue as above.

vgayraud · Answer

Hi,TheAdd Contacts and Transactions to XMD task is a data loader task, it cannot be used with a Zendesk event trigger. Use theUpdate XM Directory Contacts task instead. It will allow you to create transactional data for an individual and to use the new email task afterwards, using the send single transaction from group option.

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