Zendesk Integration

Attach customer photos directly to support tickets.

Overview

Connect Visiono to Zendesk to automatically attach photo submissions to customer support tickets. When customers submit photos, they can be linked to existing tickets or trigger new ones.

Prerequisites

• Visiono account with API access
• Zendesk account (any plan)
• API Key from Visiono
• Zendesk API token

Integration Methods

Method	Best For
Zapier	Quick setup, no coding
Make	Complex workflows
Direct API	Custom integration

Zapier Setup

1. Create Zap

1. Log in to Zapier
2. Create new Zap
3. Trigger: Webhooks by Zapier → Catch Hook
4. Copy webhook URL

2. Configure Visiono

1. Add webhook URL in Visiono settings
2. Select events: submission.created
3. Save configuration

3. Add Zendesk Action

Choose from actions:

Action	Use Case
Create Ticket	New ticket with photos
Update Ticket	Add photos to existing
Add Comment	Attach as ticket comment

4. Map Fields

Create Ticket:

Subject: Photos from {{submitter_name}}
Description: {{photos_count}} photos submitted
Tags: visiono, photos
Requester Email: {{submitter_email}}

Update Ticket:

Ticket ID: {{unique_field}}
Comment: New photos submitted: {{photo_urls}}
Public: false

Workflow Examples

New Ticket with Photos

When photos arrive, create support ticket:

1. Webhook receives submission
2. Zendesk creates ticket
3. Loop through photos
4. Zendesk adds each photo as attachment

Update Existing Ticket

Link photos to ticket using identifier:

1. Customer includes ticket ID in unique field
2. Webhook receives submission
3. Zendesk searches for ticket
4. Zendesk adds internal note with photos

Photo-Triggered Escalation

Escalate based on photo content:

1. Webhook receives submission
2. Filter checks for "damage" tag
3. Zendesk updates ticket priority
4. Zendesk assigns to specialist team

Data Mapping

Visiono → Zendesk

Visiono Field	Zendesk Field
submitter_name	Requester name
submitter_email	Requester email
unique_field	Ticket ID or external ID
photos[].url	Attachment URLs
smart_link.name	Ticket subject
submitted_at	Comment timestamp

Ticket Fields

Map custom ticket fields:

custom_field_12345: {{smart_link_slug}}
custom_field_67890: {{photos_count}}

Photo Attachments

As Ticket Attachments

Add photos directly to tickets:

1. Download photo from Visiono URL
2. Upload to Zendesk attachment API
3. Reference in ticket/comment

As Comment Links

Include photo URLs in comments:

Customer submitted {{photos_count}} photos:

{{#each photos}}
- {{slot_name}}: {{url}}
{{/each}}

View all: {{dashboard_url}}

As External Links

Link to Visiono dashboard:

Photos have been submitted.
View in Visiono: {{submission_url}}

Advanced Workflows

Multi-Ticket Updates

Update multiple tickets from one submission:

1. Parse ticket IDs from unique field
2. Loop through each ID
3. Update each ticket with photos

Automatic Ticket Creation

Create tickets for specific Permanent Links:

1. Configure webhook for specific Permanent Link
2. Map submission data to ticket fields
3. Set default assignee and priority

Photo Quality Routing

Route based on photo count:

IF photos_count < 3:
  → Request more photos
ELSE IF photos_count >= 3:
  → Process normally

Troubleshooting

Photos Not Attaching

1. Check Zendesk API permissions
2. Verify file URLs are accessible
3. Confirm attachment size limits

Ticket Not Found

1. Verify ticket ID format
2. Check ticket status (not closed)
3. Ensure API has ticket access

Duplicate Tickets

1. Add deduplication filter
2. Search before creating
3. Use unique identifiers

Best Practices

Ticket Organization

• Use consistent tags: visiono, photo-submission
• Set appropriate priorities
• Assign to correct group

Photo Management

• Link to Visiono dashboard
• Don't duplicate large files
• Include photo metadata

Customer Experience

• Send confirmation after submission
• Update ticket status automatically
• Notify when photos are reviewed

Security Considerations

• Use internal notes for sensitive photos
• Restrict photo access to agents
• Audit photo attachments

Related Resources

• Webhooks - Event setup
• Zapier Integration - Automation platform
• Make Integration - Visual workflows
• API Reference - Direct API