> ## Documentation Index
> Fetch the complete documentation index at: https://docs.omneo.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk for CS Teams

> How the Omneo Zendesk integration works and what it gives your customer service team.

The Omneo Zendesk integration brings customer profile data into your Zendesk workspace. When a customer opens a ticket, your CS agent can see their purchase history, reward balance, tier status, and active benefits, without leaving Zendesk.

## What the integration does

**Profile sync to Zendesk**
When a profile is created or updated in Omneo, configured profile attributes are synced to Zendesk as an End User. This means your Zendesk contact base reflects your known customer database.

**Profile deletion (right to be forgotten)**
When a profile is deleted in Omneo, the linked Zendesk End User is also deleted. This supports GDPR/Privacy Act right-to-erasure requirements.

**Interactions from Zendesk events**
When a ticket event occurs (e.g., a ticket is opened by a known customer), the plugin can create a corresponding Interaction on the Omneo profile. This gives you visibility of CS contacts in the customer's timeline.

**Omneo data in the Zendesk sidebar**
The Zendesk app (installed in your Zendesk workspace) displays Omneo data in the ticket sidebar when a known customer is the requester:

* Profile summary (name, email, tier, join date)
* Reward balance
* Active benefits
* Recent transactions

## What your CS team can do

With the integration active, your CS agents can:

| Task                                         | How                                  |
| -------------------------------------------- | ------------------------------------ |
| See a customer's purchase history            | Omneo sidebar in Zendesk ticket view |
| See reward balance and incentive status      | Omneo sidebar in Zendesk ticket view |
| Open the full profile in CX Manager          | Click-through from sidebar           |
| Log a CS contact as an Omneo interaction     | Automatically via ticket events      |
| Respond to returns with store credit context | See existing credits before issuing  |

## Identity linking

The integration uses the `zendesk` identity handle to link Omneo profiles to Zendesk users. When a profile is synced to Zendesk, the Zendesk user ID is stored as an identity on the Omneo profile. This link is used for real-time lookups when a ticket comes in.

If a customer contacts support from an email address not in Omneo, the CS agent can manually merge the Zendesk contact with the Omneo profile in CX Manager.

## What your team needs to get started

Your implementation partner handles the technical setup. To prepare:

1. Confirm which Omneo profile attributes should sync to Zendesk (name, email, mobile, tier are standard)
2. Provide Omneo API credentials to your implementation partner
3. Provide Zendesk API credentials to your implementation partner
4. Install the Omneo app from the Zendesk Marketplace (or via your implementation partner)
5. Train CS team on reading the Omneo sidebar data

## CS team access to CX Manager

For more complex tasks (manual incentive issuance, profile merges, transaction claims), CS agents should also have direct access to CX Manager with a **Manager** role. The Zendesk sidebar handles day-to-day lookups; CX Manager handles exceptions.

See [Customer Service Team](/business-guides/managing-your-instance/customer-service-team) for a full breakdown of CS workflows and recommended access levels.