Zendesk Support is a contact platform that is mainly used for email, chat and phone. While it’s primary communication channel is e-mail, it can also pull in data from different channels. More information about Zendesk Support can be found here.
Connecting Zendesk Support to Assembled
If you run into any issues during this step, please reach out to our Support Team
- OAuth 2.0
- A Zendesk admin is required to be able to enable this as we use their permissions to connect to the endpoints
- IMPORTANT: any changes to the Zendesk admin's account that affect the permissions- such as the account being deleted- will break the integration in Assembled.
- If the admin who enabled the integration is leaving, a new Zendesk admin will need to disable and then re-enable the integration to use their permissions and prevent a loss of data.
- NOTE: This allows Assembled to make API requests on behalf of your account. As a result, this will cause an overall increase in your API usage
- Successfully connecting Zendesk Support will have a “Synced”, “Sync in progress” or “Connected” field on the specific card in the Settings > Integrations page.
Sync jobs on Assembled
For Zendesk Support, these are the sync jobs created:
| Sync job | Definition | Frequency |
|---|---|---|
| backfill | Syncs data in the past, for a total of 5 years from the time the sync job was created. | As fast as possible |
| default (or default_v2) | Syncs new and updated data | Every 5 minutes |
| agent_states | Syncs agent states | Every 30 seconds |
| calculated_metrics | Calculates metrics for display on the real-time dashboard | Every 5 minutes |
| ticket_events | Syncs ticket events from each ticket | Every 5 minutes |
Verify the Zendesk Support connection
There are two places on Assembled for you to verify if the integration has been correctly added. If either of these display zero or abnormal numbers, please reach out to our Support Team.
| Assembled | Type of data |
|---|---|
| Realtime dashboard | Agent states + contact data |
| Staffing Timeline → Contacts | Contact data |
Zendesk Support endpoints/services that we integrate with
incremental/ticket_events
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | Yes, but we can turn that off via a feature flag |
| What data does this endpoint provide? | Ticket event data |
| What is the rate limit for this endpoint? | 10 requests / second |
| How often does Assembled hit this endpoint? | Every 5 minutes |
incremental/tickets
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | Yes, but we can turn that off via a feature flag |
| What data does this endpoint provide? | Ticket data |
| What is the rate limit for this endpoint? | 10 requests / second |
| How often does Assembled hit this endpoint? | Every 5 minutes |
tickets/:id/comments
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | Yes, but we can turn that off via a feature flag |
| What data does this endpoint provide? | Ticket comment data |
| What is the rate limit for this endpoint? | 200 requests / minute |
| How often does Assembled hit this endpoint? | On demand |
tickets/:id/audits
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | Yes, but we can turn that off via a feature flag |
| What data does this endpoint provide? | Ticket history data |
| What is the rate limit for this endpoint? | 200 requests / minute |
| How often does Assembled hit this endpoint? | On demand |
tickets/:id
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | Yes, but we can turn that off via a feature flag |
| What data does this endpoint provide? | Ticket data |
| What is the rate limit for this endpoint? | 200 requests / minute |
| How often does Assembled hit this endpoint? | On demand |
v2/groups
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | Yes, but we can turn that off via a feature flag |
| What data does this endpoint provide? | User data |
| What is the rate limit for this endpoint? | 200 requests / minute |
| How often does Assembled hit this endpoint? | On demand |
v2/users
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | Yes, but we can turn that off via a feature flag |
| What data does this endpoint provide? | User data |
| What is the rate limit for this endpoint? | 200 requests / minute |
| How often does Assembled hit this endpoint? | On demand |
v2/tags
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | Yes, but we can turn that off via a feature flag |
| What data does this endpoint provide? | Queue data |
| What is the rate limit for this endpoint? | 200 requests / minute |
| How often does Assembled hit this endpoint? | On demand |
v2/deleted_tickets
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | Yes, but we can turn that off via a feature flag |
| What data does this endpoint provide? | Deleted ticket data |
| What is the rate limit for this endpoint? | 200 requests / minute |
| How often does Assembled hit this endpoint? | Every 5 minutes |
v2/sessions
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | Yes, but we can turn that off via a feature flag |
| What data does this endpoint provide? | Agent states |
| What is the rate limit for this endpoint? | 200 requests / minute |
| How often does Assembled hit this endpoint? | Every 30 seconds |
account/settings
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | Account permissions (to check if the Zendesk account has access to real-time metrics) |
| What is the rate limit for this endpoint? | 200 requests / minute |
| How often does Assembled hit this endpoint? | On demand |
users/me
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | Account permissions (to check if the Zendesk account has access to real-time metrics) |
| What is the rate limit for this endpoint? | 200 requests / minute |
| How often does Assembled hit this endpoint? |
On demand |
Zendesk Support integration mappings
User roles
| Zendesk Support | Assembled |
|---|---|
| admin | Admin |
| agent | Standard |
Ticket data (Email)
| Zendesk Support | Assembled |
|---|---|
| external_timestamp - external_created_at (SLA) | first_response_duration |
Ticket data (Chat, SMS)
| Zendesk Support | Assembled |
|---|---|
| external_timestamp - chat_started_at (SLA) | first_response_duration |
Ticket data (Phone)
| Zendesk Support | Assembled |
|---|---|
| external_timestamp - call_started_at (SLA) | first_response_duration |
Ticket status
| Zendesk Support | Assembled |
|---|---|
| pending | pending |
| hold | hold |
| open | open |
| closed | closed |
| solved | solved |
| new | new |
Channels
| Zendesk Support | Assembled |
|---|---|
| email, api, facebook, web, mobile_sdk | |
| chat | chat |
| voice | phone |
| sms | sms |
| get_satisfaction, get_sat, closed_ticket, ticket_sharing, dropbox, twitter_dm, "twitter dm", "twitter direct" , twitter_fav, twitter_favorite, "twitter favorite", twitter_like, "twitter like", twitter, voicemail, sms, text, "text message", logmein, logmein_rescue, "logmein rescue", any_channel, native_messaging, sunshine_conversations |
FAQ
- We call all the incremental export endpoints with a rate limit of 5 requests / minute.
- It is important to note that views in Zendesk differ from how we think of queues in Assembled (which is the main cause of data issues).
- .Views in Zendesk can be broken down to the status of the type
- This means that you can have 5 views on Zendesk for each ticket status.
- Queues in Assembled cannot break down tickets to each status
- This means that the 5 views that you have on Zendesk cannot be reproduced by our queue mapping logic since we don’t split tickets up by status.
- .Views in Zendesk can be broken down to the status of the type
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