Google Sheets in Zendesk

This guide walks you through displaying customer data from a Google Sheets spreadsheet in Zendesk with the FactBranch app.

This article describes the old way of doing things in FactBranch

You are probably looking for the docs of FactBranch's new data pipeline tool - especially the article on how to get data from a Google Sheets spreadsheet.



FactBranch allows you to easily connect an online spreadsheet. FactBranch extracts the column names, searches for the customer by email address, domain or organiziation ID and displays the results inside Zendesk next to the ticket.

Column labels

Open the spreadsheet from your Google Docs account and make sure every column you want to display has a title.

If you want to look up your customers by email, name that column Email. If you want to look them up by phone number (when you get calls via Zendesk Talk), call the column user_phone.

If you want to display a column as a link, add [link] to that column’s name. Your spreadsheet should look something like in the screenshot below. First row is for data labels. The rest is for the data itself.

Sharing the spreadsheet

Hit the blue SHARE button.

In the box that pops up click on Advanced.

Then on Change... to change the sharing settings.

Now select On - Anyone with the link. This allows the app to access the spreadsheet.

Click Save in this window and Done in the next ones.

You should now be back to your spreadsheet. Copy the link to the spreadsheet from the browser’s address field. It should start with followed by a lot of random characters.

Connect FactBranch to the spreadsheet

Now create a FactBranch account if you haven’t signed up already. Don’t worry, you can try everything out for 2 weeks for free. No strings attached.

🇪🇺 If you have to be GDPR compliant, you can later also accept the data processing agreement and add your GDPR contacts.

Go to Integrations and select Google Sheet as your data source.

Paste the link to your spreadsheet that you’ve copied previously:

Click Next, then select how many agents use Zendesk, click Finish setup.

The only thing left to do is installing the app in Zendesk.

Multiple rows as results

If your spreadsheet contains multiple rows per customer and you want to display all of them, please simply send a short email to and we'll change your account to multi-row results.


If you have questions or need specific features around your connection, please drop us a line at and we'll get back to you within a few business hours.