How do I integrate with Zendesk?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Integrations |
| Enables the Integrations menu and the Zendesk integration tile |
Required Permissions:
Manage Integrations (
admin.integration.settings) — to authenticate, configure, and manage the Zendesk integration
Setup
Go to Conversations > Integrations > Platforms tab > select the Zendesk tile.
Step 1: Authentication
Following the navigation will take you to a screen where you'll be prompted to enter your Zendesk account name.
Tip: If the address of your Zendesk account is https://abc-energy.zendesk.com, enter abc-energy into the prompt-box.
Click Authenticate and you'll be directed automatically into Zendesk to authorise the integration with evaluagent. Click Allow to grant Zendesk permission to integrate with evaluagent.
_Please note: you'll need the relevant administrator permissions on your Zendesk user profile to be able to authorise an integration. Zendesk supports either OAuth 2.0 or API token authentication — see the Zendesk Integration Guide for details._
Step 2: Configure
Once you've completed authentication, you'll be directed to the configuration screen.
Part 1: Choose how much ticket information will be fetched into evaluagent. You have 2 options:
Only fetch the ticket reference and any associated metadata (e.g. tags); or
In addition to this core data, fetch the full conversation thread.
By choosing the second option, you'll be able to access a copy of the full text of all interactions between customer and agent(s) as an integral part of the evaluation process.
Part 2: When evaluating tickets that contain multiple responses, you have 3 options:
Split multi-response tickets so that each response can be evaluated separately.
Split multi-response tickets so that all responses from the same agent on the ticket are grouped together so that each agent's group of responses can be evaluated separately.
Don't split multi-response tickets and assign the _full_ ticket for evaluation to any one of the agents that have responded on the ticket. By default, evaluagent assigns the ticket and any resulting evaluation to the last responding agent but you may change this to any other agent who has responded on the ticket at the point of evaluation.
Part 3: Decide how long evaluated and non-evaluated tickets remain available in evaluagent. Any contacts older than your selection will be purged and permanently deleted from evaluagent in line with our secure data storage and deletion policies.
On clicking Save, evaluagent will start fetching tickets on a regular (typically hourly) cycle.
Integrations Connected after 2 August 2022
For any integrations with Zendesk that are set up after 2 August 2022, we will only fetch tickets that have a status of _closed_ or _solved_.