Overview
The Enterpret integration for Zendesk Support allows our customers to view customer support tickets directly inside Enterpret. This allows our customers to save time in going through tickets on a manual basis and make better and faster product decisions.
We require an OAuth in order to ingest the data, and ingest new data every 4 hours. The data is ingested via an API Integration.
Our Zendesk integration has support for Mutable Records.
Configure
Click on "Sign in with Google" and log in with your work email
Once you have logged in successfully, navigate to the Integrations page:
Click the logo icon or your account name on the left sidebar to open the integrations menu
Select Integrations from the menu
Click on the "+ New Integration" button
Choose "Zendesk Support" from the presented options, by clicking the "Continue" button in front of it. Then continue to select "Feedback integration"
In the presented form, provide your Zendesk Subdomain. You can find this in your Zendesk Support URL
In the above URL, "d3v-enterpret" is the Zendesk Subdomain
Once you have filled the Zendesk Subdomain, click on the "Connect" button, which will redirect you to your Zendesk account. Log in to your Zendesk Account, and click on the "Allow" button, to authorize Enterpret to read Zendesk Support data.
Once the above step succeeds, you would see Zendesk Support as a "Active" integration in your account.
Metadata fields imported
Each ticket can include the following fixed metadata:
Ticket ID
Requester ID
Zendesk ticket URL
Channel
Tags
Satisfaction rating
Requester email, when available
Custom fields
Zendesk ticket custom fields are imported dynamically under `ZendeskSupport.CustomFields`. The field names and values depend on the custom fields configured in your Zendesk account. Values are represented as strings in Enterpret, including empty or numeric values when returned by Zendesk.
The requester’s email is also included as the `email` custom field when Enterpret can retrieve the requester. The requester’s other profile fields and organization fields are not imported as part of the ticket metadata.
Optional ticket metrics
If Ticket Metrics is enabled for the integration, Enterpret can also import the following Zendesk Ticket Metrics values:
Reply time, in calendar and business minutes
First resolution time, in calendar and business minutes
Full resolution time, in calendar and business minutes
Requester wait time, in calendar and business minutes
Agent wait time, in calendar and business minutes
On-hold time, in calendar and business minutes
Number of reopens
Number of replies
Assignee stations
Group stations
Solved-at timestamp
First-reply-created timestamp
Ticket metrics may be unavailable for tickets where Zendesk has not yet calculated them.
Zendesk Talk recordings
When Zendesk Talk recording ingestion is enabled, voice recordings are imported as separate audio records linked to the ticket. These records can include the audio recording, ticket and comment IDs, call ID, brand ID and name, ticket form ID, status, call duration, start time, recording type, line type, location, channel, tags, satisfaction rating, custom fields, requester ID, and requester email when available.
Conversation content
The ticket conversation is built from Zendesk comments. Each message preserves its text and author classification. Depending on the Zendesk fetch mode, Enterpret may also use Zendesk audit history to reconstruct conversation and chat messages.
The integration does not import every property returned by the Zendesk API. In particular, ticket submitter, assignee, group, recipient, organization profile fields, requester profile fields other than email, and other raw API properties are not exposed as fixed ticket metadata unless they are included in Zendesk custom fields.