Streamlining Customer Support: Linking Zendesk and Thinkific


Are you looking for ways to streamline your online course business? Or are you searching for ways to improve your customer support workflow? Look no further than Zapier, a powerful automation tool that can connect your favorite apps and automate repetitive tasks.

Two popular apps that Zapier can connect to are Thinkific and Zendesk. Thinkific is an online course platform that allows you to create, sell, and deliver online courses. Zendesk is a customer support platform that enables businesses to provide personalized customer support.

By linking Zendesk and Thinkific through Zapier, you can automate tasks such as creating new support tickets for students who need assistance with your courses or automatically enrolling students in your courses when they make a purchase or sign up for a trial.

This article will guide you through connecting Zendesk and Thinkific using Zapier. Whether you’re a course creator or a customer support agent, this article will show you how Zapier can help you save time and effort while providing top-notch support to your students. So let’s get started!


Setting Up the Zap

Now that you understand the benefits of linking Zendesk and Thinkific through Zapier let’s dive into the steps required to set up Zap.

Step 1: Signing Up for Zapier and Creating a New Zap

The first step is to sign up for Zapier if you haven’t already. Once you’ve signed up, click on “Make a Zap” to create a new Zap.

Step 2: Selecting Zendesk and Thinkific as the Trigger and Action Apps

In the Zap editor, you must choose Zendesk as the trigger app and Thinkific as the action app. This means that when a specific event happens in Zendesk (such as creating a new support ticket), Zapier will automatically perform an action in Thinkific (such as enrolling a student in a course).

Step 3: Setting Up the Trigger and Action Fields

Next, you’ll need to set up the trigger and action fields. For example, suppose you want to create a new course enrollment for a student when a new support ticket is created in Zendesk. In that case, you’ll need to map the Zendesk fields (the subject, description, and requester) to the corresponding Thinkific fields (the course name, student email, and enrollment date).

Step 4: Testing the Connection Between Zendesk and Thinkific

Before activating your Zap, you must test the connection between Zendesk and Thinkific. This ensures that the data is flowing correctly between the two apps. Zapier provides a testing feature that lets you see the data sent from Zendesk to Thinkific, so you can verify that everything is set up correctly.

Once you’ve completed these steps, you can activate your Zap and start automating your workflow. The Zap will run automatically in the background, so you can focus on providing top-notch support to your students without worrying about manually enrolling them in courses or tracking their support requests.


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Customizing the Zap

With the basic connection between Zendesk and Thinkific, you can customize your Zap to fit your specific needs. Here are a few ways to make your Zap even more powerful:

Adding Filters to the Zap

Sometimes you might not want to trigger the action in Thinkific for every new support ticket in Zendesk. 

For example, you can only enroll students in a specific course if their support ticket contains a certain keyword or is assigned to a particular agent. In this case, you can add filters to your Zap to specify the conditions under which the platform should act. 

Doing this saves time and ensures your students receive the most relevant information.

Using Formatter to Modify Data Before Sending It to Thinkific

Zapier’s Formatter feature allows you to modify data before it’s sent from Zendesk to Thinkific. 

You should format the date or time stamp specifically or capitalize certain words in the support ticket description. Formatter gives you the flexibility to customize the data so that it fits your requirements.

Using Multi-Step Zaps to Add Additional Actions

If you want to take more than one action in Thinkific based on a single trigger event in Zendesk, you can use Zapier’s Multi-Step Zaps feature. For example, you might want to enroll a student in a course and then send them a welcome email or add them to a specific group in Thinkific. 

Multi-step Zaps let you chain multiple actions to further streamline your workflow.

Customizing your Zap can make it even more powerful and tailored to your specific needs. Whether you want to add filters, modify data, or chain together multiple actions, Zapier allows you to create a Zap that works for you.


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Tips for Using Zapier with Zendesk and Thinkific

As you begin to use Zapier to connect Zendesk and Thinkific, here are a few best practices to keep in mind:

Examples of Automated Workflows

You can automate many workflows with Zapier between Zendesk and Thinkific. Some examples include:

  • Enrolling students in courses based on their support ticket requests
  • Adding students to specific groups in Thinkific based on their Zendesk tags
  • Sending customized welcome emails to students who have completed certain courses in Thinkific
  • Adding support tickets to a Google Sheet for tracking and analysis

You can make the most of Zapier’s powerful integration capabilities by identifying the workflows you want to automate.

Tips for Troubleshooting and Optimizing Zaps

Sometimes your Zaps may not work as expected or might need some fine-tuning. Here are a few tips to help you troubleshoot and optimize your Zaps:

  • Check the trigger and action fields to ensure that the data is being sent correctly
  • Use Zapier’s built-in testing feature to verify that the Zap is working as expected
  • If a Zap is not working, check the error logs for clues as to what might be causing the problem
  • Experiment with different Zap settings to optimize your workflows and find the most efficient way to automate your tasks

How to Stay Organized with Multiple Zaps

As you create more Zaps between Zendesk and Thinkific, it’s important to stay organized so that you can keep track of your workflows. Here are a few tips to help you stay on top of your Zaps:

  • Use descriptive names for your Zaps so that you can easily identify them
  • Group similar Zaps together using Zapier’s folders feature
  • Keep track of the Zaps you’ve created in a spreadsheet or project management tool
  • Regularly review your Zaps to ensure that they are still meeting your needs and update them as necessary

By following these best practices, you can maximize Zapier’s powerful integration capabilities and streamline your customer support workflows between Zendesk and Thinkific.


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You can streamline your customer support workflows by linking Zendesk and Thinkific through Zapier and save time on manual tasks. With Zapier’s powerful integration capabilities, you can automate many workflows, such as enrolling students in courses based on support ticket requests and sending customized welcome emails to students who have completed certain courses.

This article covers the steps to set up and customize a Zap between Zendesk and Thinkific and the best practices for using Zapier with these two apps. Following these best practices, you can troubleshoot and optimize your Zaps and stay organized with multiple Zaps.

If you’re looking for additional resources on using Zapier with Zendesk and Thinkific, check out the Zapier help center or browse Zapier’s library of pre-built integrations. By leveraging the power of Zapier, you can streamline your customer support workflows and provide a better experience for your students.

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