Zendesk

Display RevenueCat customer subscription data directly in your Zendesk Support ticket sidebar

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The RevenueCat Zendesk integration brings your subscription data directly into your Zendesk Support workflow. This app displays comprehensive customer subscription information in the ticket sidebar, enabling your support team to provide more informed and efficient customer service without switching between platforms.

Key Features

• Real-time Customer Data: View customer subscription status, purchase history, and account details instantly
• Automatic Customer Matching: Automatically links Zendesk ticket requesters to RevenueCat customers
• Comprehensive Subscription Details: See active subscriptions, revenue data, and product information
• Manual Search Capability: Search for customers by email or customer ID when automatic matching isn't possible
• Profile Linking: Maintain persistent associations between Zendesk users and RevenueCat customers
• Revenue Analytics: View total customer lifetime value and detailed purchase breakdowns
• Multi-Platform Support: Works with App Store, Play Store, Stripe, and other supported stores

Integration at a Glance

Type	Data Flow	Real-time Updates	Search Capability	Profile Linking	Supported Plans
Zendesk App	RevenueCat → Zendesk	✅	✅	✅	Essential+

Prerequisites

RevenueCat Requirements

• Active RevenueCat account with subscription data
• Admin access to your RevenueCat project
• RevenueCat Project ID (found in your project settings)
• RevenueCat API v2 secret key (create one in your API Keys settings)
• Customer data with email addresses that match your Zendesk ticket requesters, or the ability to include customer IDs in ticket descriptions (see Automatic Customer ID Extraction)

Zendesk Requirements

• Zendesk Support instance (Essential plan or higher)
• Admin permissions to install and configure apps
• For advanced features like profile linking: Zendesk Suite plan recommended

Installation & Configuration

1. RevenueCat Setup

Obtain Project ID:

1. Navigate to your RevenueCat dashboard
2. Go to Project Settings → General
3. Copy your Project ID (format: proj_xxxxxxxxxxxxxxxx)

Generate API Key:

1. In RevenueCat dashboard, go to Project Settings → API Keys
2. Create a new secret API key (v2), or use an existing v2 key
3. Set key permissions to be Customer information -> Read only at a minimum
4. Copy the key (starts with sk_)

2. Zendesk App Installation

1. Visit the RevenueCat Customer Profiles app in the Zendesk Marketplace
2. Click Install and log into your Zendesk Admin Center if prompted
3. Follow the installation prompts to add the app to your Zendesk instance

3. App Configuration

Configure the Integration:

1. In Zendesk Admin Center, go to Apps and integrations → Apps → Manage
2. Find "RevenueCat Customer Profiles" in your installed apps
3. Click the gear icon and select Change settings
4. Enter your configuration:
   • RevenueCat Project ID: Paste your project ID from step 1
   • RevenueCat API v2 Secret Key: Paste your API key from step 1
5. Click Update to save your settings

Verify Installation:

1. Open any Zendesk Support ticket
2. Look for the RevenueCat app in the right sidebar
3. The app should display "Loading..." initially, then show customer data or search options

How the Integration Works

Customer Matching

The integration automatically attempts to match Zendesk ticket requesters to RevenueCat customers using several methods:

1. Profile-Based Matching: If a requester has been previously linked to a RevenueCat customer, the app will automatically display their information
2. Ticket Description Parsing: The app automatically extracts customer IDs from ticket descriptions (see details below)
3. Email Matching: The app searches your RevenueCat project for customers with the same email address as the ticket requester
4. Manual Search: When automatic matching doesn't find a customer, support agents can manually search by email or customer ID

Automatic Customer ID Extraction

The integration can automatically extract RevenueCat customer IDs from ticket descriptions when they follow specific formats. This is particularly useful for automated emails sent from your app.

How It Works:

The integration looks for lines in ticket descriptions that:

• Start at the beginning of a line
• Optionally begin with "RC" followed by a space
• Contain one of these keywords: "customer", "user", or "install"
• Optionally have "id" after the keyword (with optional spaces, underscores, or dashes)
• Are followed by a colon ":" with optional spaces around it
• Have a customer ID value (1-100 characters, no line breaks or slashes)
• End at the end of the line

The matching is case-insensitive, so "Customer ID", "customer id", and "CUSTOMER ID" all work.

Implementation Examples:

When sending support emails from your app, include the customer ID in one of these formats. You can put this at the bottom of the email with some other debug information you might already be sending:

// Example 1: Basic format
Customer ID: 12345abc-def6-7890-ghij-klmnopqrstuv

// Example 2: With RC prefix
RC Customer ID: 12345abc-def6-7890-ghij-klmnopqrstuv

// Example 3: Alternative formats
User ID: 12345abc-def6-7890-ghij-klmnopqrstuv
Install ID: 12345abc-def6-7890-ghij-klmnopqrstuv

What You'll See

When the integration successfully finds a customer, you'll see:

Customer Overview:

• Customer ID and project information
• Total lifetime value across all purchases
• Country, app version, and platform details
• Last activity and account creation dates

Subscription Details:

• Active and past subscriptions
• Product names and subscription status
• Revenue data and renewal dates
• Store information (App Store, Play Store, etc.)

Purchase History:

• One-time purchases and consumables
• Purchase dates and quantities
• Revenue breakdown by transaction

Custom Attributes:

• Any custom attributes you've set in RevenueCat
• Expandable view for easy access

Using the Integration Effectively

Quick Actions

View in RevenueCat Dashboard:

• Click the View in RevenueCat button to open the customer's full profile in a new tab
• Perfect for detailed analysis or making subscription changes

Copy Customer Information:

• Click the copy icon next to customer IDs and other data
• Easily share information with team members or other tools

Link Customers to Profiles:

• Use the Match customer with Zendesk profile button to create persistent associations
• Future tickets from the same requester will automatically show customer data

Manual Search Tips

When automatic matching doesn't work:

1. Search by Email: Use the exact email address from the customer's account
2. Search by Customer ID: Use the RevenueCat customer ID if you have it
3. Multiple Results: If multiple customers share an email, you'll see a list to choose from
4. No Results: The integration will clearly indicate when no customer is found

Profile Linking (Advanced)

For Zendesk Suite customers, profile linking provides:

• Persistent Associations: Once linked, future tickets automatically show customer data
• Team Efficiency: All agents see the same customer information
• Reduced Lookups: Eliminates repeated manual searches for the same customers

Data Privacy & Security

Your Customer Data

• All customer data is retrieved in real-time from RevenueCat
• No customer information is stored by the Zendesk integration
• Data transmission uses industry-standard TLS encryption

Access Control

• API keys are securely stored in Zendesk's encrypted parameter system
• Only authorized Zendesk admins can configure the integration
• Access is limited to your specific RevenueCat project data

Compliance

• Integration maintains RevenueCat's SOC2 and ISO 27001 compliance standards
• Fully GDPR compliant through RevenueCat's data processing agreements
• Customer data handling follows all applicable privacy regulations

Troubleshooting

Common Issues

App Not Loading:

• Review your configuration in Zendesk Admin Center → Apps → RevenueCat Customer Profiles → Settings
• Ensure all required fields are filled and saved

Customer Data Not Found:

• Verify customer data exists in your RevenueCat project dashboard
• Check that your API key is active and has the necessary permissions
• Confirm your project ID matches what's configured in Zendesk

Email Matching Issues:

• Ensure the customer's email in RevenueCat matches the Zendesk ticket requester email exactly
• Check for typos or different email domains

Getting Help

If you continue experiencing issues:

• Reach out to RevenueCat support
• Include your Zendesk subdomain and RevenueCat project ID for faster assistance
• Provide specific error messages or screenshots when possible

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📘Next Steps

Once your Zendesk integration is set up, your support team will have instant access to customer subscription data. Consider training your team on the features available and establishing workflows for handling subscription-related support requests.