Zendesk Support
Last updated
Last updated
You can follow the following steps to build a connection with your Zendesk Support. If you need any helps to set up your integration, please contact us.
1. Go to the Resources page and click the Add Resource button.
2. In the "Select a data source" step, select Zendesk Support under Apps.
3. In the "Configure the data source" step, enter the following information:
Start Date: Retrieve data from a specific date and time. The date should be defined in UTC date and time, such as 2017-01-25T00:00:00Z.
Email: the email address that is registered for your Zendesk account.
API Token: The value of the API token generated. See here to get an API token.
Subdomain: The subdomain for your Zendesk Support. Your subdomain can be identified from the account's URL: https://yoursubdomain.zendesk.com, and you just need to put yoursubdomain in this field (Here you don't need to add "https://" and ".zendesk.com").
4. In the "Select the tables", choose tables that you want to connect. See here for more details on each table.
5. Click Finish Setup. You will see a icon next to your Zendesk Support resource. It may take a few minutes to several hours depending on the data size and the number of your tables. Once your APP's data is ready, you will receive a notification email.
Zendesk Support and Zendesk Talk can share the same API token. If you have already generated an API token for Zendesk Talk, then you can use the same one to connect to Zendesk Support.
To connect to your Zendesk account on Acho, you have to enable API token access and generate a token in Zendesk. You must be an administrator and API token access must be enabled. Here are the instructions to do so.
1. Click the Admin icon () in the sidebar, then select Channels > API. Or, you can go here directly: https://YourSUBDOMAIN.zendesk.com/agent/admin/api/settings (Remember to change "YourSUBDOMAIN" in the link to your subdomain name)
2. Enable API token access.
3. Click Add API token and find your API tokens as shown below.
4. Click Save.
Acho supports creating schedulers to retrieve the latest data from your Zendesk Support account at a certain time interval. To see more details, you can visit here.
For every third-party App integration, there are many tables that can be imported. Outside of the reference tables, here are some of the most used tables for your analytics.
Tickets are the means through which your end-users (customers) communicate with agents in Zendesk Support. Tickets can originate from a number of channels, including email, Help Center, chat, phone call, Twitter, Facebook, or the API.
When support requests arrive in Zendesk Support, they can be assigned to a Group. Groups serve as the core element of the ticket workflow; support agents are organized into Groups and tickets can be assigned to a Group only, or to an assigned agent within a Group. A ticket can never be assigned to an agent without also being assigned to a Group.
Zendesk Support has three types of users: end users (your customers), agents, and administrators.
End users: End users request support through tickets. End users have access to Help Center where they can view knowledge base articles and community content, access their ticket history, and submit new tickets.
Agents: Agents work in Zendesk Support to solve tickets. Agents can be divided into multiple groups and can also belong to multiple groups. Agents don't have access to administrative configuration in Zendesk Support such as business rules or automations, but can configure their own macros and views.
Administrators: Administrators have all the abilities of agents, plus administrative abilities. Accounts on the Enterprise plan and above can configure custom roles to give agents varying degrees of administrative access.
Just as agents can be segmented into groups in Zendesk Support, your customers (end-users) can be segmented into organizations. You can manually assign customers to an organization or automatically assign them to an organization by their email address domain. Organizations can be used in business rules to route tickets to groups of agents or to send email notifications.
Audits are all updates to a ticket. When a ticket is updated in Zendesk Support, an audit is stored. Each audit represents a single update to the ticket.
Ticket comments represent the conversation between requesters, collaborators, and agents. Comments can be public or private.
Ticket fields are used for creating ticket forms where end users provide the subject and description of their question or support issue. There are two types of ticket fields. System ticket fields are the standard, default fields that agents see in a ticket. Custom ticket fields can be created in addition to system ticket fields to gather additional information from the person who is requesting support.
Ticket forms allow an admin to define a subset of ticket fields for display to both agents and end users. Currently, ticket forms are only available on Zendesk Enterprise accounts or Zendesk accounts with the Productivity Pack add-on.
Returns a specific metric, or the metrics of a specific ticket.
A membership links an agent to a group. Groups can have many agents, as agents can be in many groups.
A macro consists of one or more actions that modify the values of a ticket's fields. Macros are applied to tickets manually by agents. For example, you can create macros for support requests that agents can answer with a single, standard response.
If you have enabled satisfaction ratings for your account, this end point allows you to quickly retrieve all ratings.
You must enable the tagging of users and organizations in Zendesk Support for the API calls to work. In Support, click the Admin icon in the sidebar, select Settings > Customers, and enable the option.
A Service Level Agreement (SLA) is a documented agreement between a support provider and their customers that specifies performance measures for support. There can be multiple SLA policies per Zendesk Support account.