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The Omneo Zendesk extension is a Zendesk Marketplace app that embeds an Omneo profile viewer in the Zendesk Agent Workspace sidebar and keeps profiles, ratings, and tickets in sync between Omneo and Zendesk. Once installed, Omneo profiles are linked to Zendesk users through the zendesk identity handle (configurable).

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What the extension does

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In this section

Installation

Install the extension from the Zendesk Marketplace and what gets created on first install.

Profile sync

How profiles are matched, mapped, tagged, and kept in sync between Omneo and Zendesk.

Agent Workspace sidebar

What agents see in the ticket sidebar and what they can do from it.

Tickets

How ratings and Reactions create and update Zendesk tickets.

Ticket events to interactions

Recording Zendesk ticket activity as Omneo interactions.

Authentication

API token and OAuth authentication modes.