Zendesk

Zendesk is a customer support platform that lets businesses connect with their customers on various channels - from phone, email, social media, to knowledge base support.

No matter where customers want to connect, Zendesk brings all your customer interactions to one easy to use platform for tracking support requests, training agents, etc.

Jump to:

• Email Relay
• Outbound Emails
• Inbound Emails
• Ticket Threading
• Triggering Compliance Rules

Email Relay (Google Workspace)

In order to use your existing email tenant (Google Workspace) to deliver email from Zendesk, Email relay will need to be configured. There are 2 key components within Zendesk that need to be configured:

Support Addresses

• Admin 
• Email
• Support Addresses
  

Send Via Gmail

• Admin 
• Email
• Send Via Email (enable)

Outbound Emails

For outbound emails that need to be routed to the Virtru Data Protection Gateway for encryption. We recommend the following configuration:

 Zendesk & Gmail Configuration

1. Email Relay is configured in Zendesk and email is flowing to your Gmail Environment
2. Triggering Compliance Rule(s) is Configured 

Outbound Encrypt Hosted Gateway Configuration

1. Customer Gateway Gmail Outbound

*Please note that all email addresses that are sending email from Zendesk through the Gateway need to be licensed Virtru users

Inbound Emails

For inbound emails that need to be routed to the Virtru Data Protection Gateway for decryption. We recommend the following configuration:

Zendesk & Google Workspace Configuration

1. Zendesk Routing Address is configured
1. This is configured in the Email setup page in Zendesk, which is referenced above
2. Gmail email address fwd. rule is configured. 
1. Example scenario: Patient sends email to  support@customer.com a fwd rule is configured in your Gmail inbox which will fwd emails coming to support@customer.com to your Zendesk Email Service Address. This address is typically support@34987434378jhkdfhfieyfi8kjdshd.zendesk.com 

Inbound Decrypt Hosted Gateway Configuration

1. Customer Hosted Gateway Gmail Inbound

*Please note that all email addresses that are sending email from Zendesk through the Gateway need to be licensed Virtru users

Ticket Threading 

 Virtru supports Zendesk case threading via MessageID, In Reply To & References.

Additional Information regarding Zendesk Ticket threading can be found via the following link:

Zendesk Ticket Threading

Triggering Compliance Rule

In order for the Gmail compliance rule to trigger based on the key words we’ve configured, we need to ensure that the email from Zendesk contains the keyword(s).

The following methods have been tested:

• A user manually adds the keyword to the subject line
• An administrator can create a macro in the email page which will add the keyword to the subject line
  • Create Custom Macros in Zendesk
• Additional Zendesk references can be found via the following link
• An administrator/user can create a custom email template with the keyword added to the subject line
  • Create Email Templates in Zendesk
• Additional Zendesk references can be found via the following link