Zendesk Connections

Add the Accoil widget to Zendesk Support tickets and Zendesk Sell leads so agents see engagement, activation, and adoption while they work.

Overview

With the Accoil integration for Zendesk, your Support and Sales teams get instant access to real-time product engagement data—right where conversations happen. No switching tabs, no digging for data.

By adding Accoil to Zendesk, you can:

See user and account activity at a glance while handling tickets or leads
Quickly assess engagement health, activation, and adoption
Tailor responses and outreach based on real usage, not just guesswork

What you can do in Zendesk

Once installed, the Accoil widget appears automatically in both Zendesk Support and Zendesk Sell:

Zendesk Support

Ticket Sidebar – See product engagement while resolving a support ticket
Person Details Page – View user and account health in one place

Zendesk Sell

Lead Details Page – See if a lead is active, activated, or needs nudging
Person Details Page – Get key behavioral signals to guide your next step

The Accoil widget includes four tabs to give you a full view of the user and their associated account:

Tab	Description
Summary	A high-level overview of account health, based on your configured summary workspace in Accoil
Account	Account-level metrics like engagement score, activation rate, and adoption trends
User	Individual user insights: last active, engagement score, segment membership, etc.
Info	Helpful definitions for interpreting what each metric means

Data is live from Accoil and reflects the most up-to-date user and account activity.

Switching Workspaces

Engagement data in the widget is tied to your Accoil workspaces—like “Trial Users,” “Customers,” or “Power Users.”

If the widget looks empty or isn’t showing what you expect:

Use the Workspaces dropdown at the bottom of the widget
Select a different workspace that you have access to in Accoil
Workspaces are shared across products, and switching views will refresh the data shown

Admin Setup & Configuration

How to Install

To install:

In Accoil, go to Settings > Connections
Find the Zendesk connection
Click Install via Zendesk Marketplace
Approve the app when redirected to Zendesk
The Accoil app will now appear automatically in Zendesk

No additional configuration is required to enable the integration.

User Authentication

Each Zendesk user will need to log in to their Accoil account directly from the widget the first time they use it.

Once logged in, the widget will display engagement data for matched users and accounts.

No individual app setup or installation is needed—just log in once via the widget.

How Matching Works

Accoil matches Zendesk users to your Accoil workspace using the email address.

If the email on a Zendesk ticket, lead, or person matches a user in Accoil, the widget will automatically display data for that record.

Make sure the user’s email in Zendesk exactly matches the email in Accoil.

Use Cases by Team

Team	How Accoil in Zendesk Helps
Support	Quickly assess user health and recent activity before responding
Sales	Tailor messaging to match product usage and identify qualified leads
Account Management	Spot upsell opportunities or early signs of risk from within Zendesk

Troubleshooting

If the widget isn’t working as expected:

Widget not visible? Make sure your Zendesk user has permission to view apps.
No data showing? Check that the Zendesk contact email matches a user in Accoil in the workspace you are viewing
Blank widget? Try switching to a different workspace using the dropdown.

Still stuck? Reach out to the Accoil team via chat or email—we’re here to help.

The Zendesk integration helps your team act with full context. Whether you’re solving support tickets or working a lead, you’ll have the product engagement insights you need—right there in your workflow.

If there’s something you’d like to do that isn’t supported yet, let us know! We’re always improving Accoil based on real-world feedback.