Artigo versão em Português
1-If you are not registered yet, sign up on the platform by clicking here.
2-Inside the platform, click on the menu Sources -> Integrations:
And find Zendesk:
3-Fill the required fields
The required fields are: Name; E-mail; Subdomain; API Token.
Keep in mind that the E-mail needs to be a valid account with admin permissions in Zendesk.
Remember that your Zendesk subdomain can be found in your account URL.
For example, in https://{MY_SUBDOMAIN}.zendesk.com/ - MY_SUBDOMAIN is the value of your subdomain.
⚠️ IMPORTANT: Remember to remove ".zendesk.com" from your subdomain when creating the integration.
4-Choose the Start Date
This is the date from which you'd like to import data for Zendesk Support API, in the format YYYY-MM-DDT00:00:00Z.
All data generated after this date will be replicated.
5-Check the progress of the integration
If everything works out well, you should be able to see a screen like this:
To check the progress of the data sync, just click on view details
"Running" means that the data is entering on Birdie;
"Finished" means that 100% for this batch.
Done! Now you can see and categorize all of your Zendesk feedback on Birdie.
6-Zendesk Integration - Fields Mapping
Our integration by default brings this collection of fields:
- Set of ticket_field defines the context of the conversation (subject, priority, status, tags, customer ID, etc.)
- Set of ticket_comment_field brings the fields for the collection of comments (email, chat, call, etc) within the ticket (date, user ID, user type, user name, comment)
Source | Zendesk Field | Birdie Fields | Content |
ticket_field | ticket_id | Thread Id | Ticket ID |
ticket_field | channel | Source Channel | Customer support channel (email, chat, call, etc) |
ticket_field | subject | Subject | Subject of the ticket |
ticket_field | tags | Tags | List of tags associated to the tickets |
ticket_field | priority | Priority | Ticket priority |
ticket_field | description | Description | Ticket description. Typically it is the content of the first comment that initiated the service |
ticket_field | status | Status | Ticket status |
ticket_field | url | URL | Ticket URL in Zendesk |
ticket_field | external_id | Account Id | Reference ID for consolidation with other bases, e.g. customer ID in CRM |
ticket_comment_field | ticketComment_id | Feedback Id | Comment ID |
ticket_comment_field | created_at | Posted At | Comment registration date |
ticket_comment_field | author_id | Author Id | Zendesk user ID |
ticket_comment_field | role | Author Type | User type definition. Classifies comments between agent or user to understand the context |
ticket_comment_field | name | Author | User name, author of the comment (the name of the agent or customer may appear here in a message exchange) |
ticket_comment_field | plain_body | Text | Content of the conversation between agent and customer whenever public=true. This for all possible channels (email, chat, etc.) |