Zendesk Chat is a contact platform that is mainly used for chats. It used to be called Zopim, and was acquired by Zendesk. As such, Zendesk Chat works slightly differently from Zendesk Talk and Zendesk Support. More information about Zendesk Chat can be found here.
Connecting Zendesk Chat to Assembled
If you run into any issues during this step, please reach out to our Support team
- OAuth 2.0
- A Zendesk and Zendesk chat admin is required to be able to enable this. Also, Zendesk Chat needs to be enabled for API access
- 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 Chat 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 Chat, 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 15 seconds |
| agent_states | Syncs agent states | Every 15 seconds |
| calculated_metrics | Calculates metrics for display on the real-time dashboard | Every 15 seconds |
Verify the Zendesk Chat 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 Chat endpoints/services that we integrate with
incremental/chats
| 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? | Every 15 seconds |
incremental/agent_timeline
| 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 15 seconds |
incremental/agent_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? | Agent states |
| What is the rate limit for this endpoint? | 200 requests / minute |
| How often does Assembled hit this endpoint? | Every 15 seconds |
v2/agents
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| 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 |
stream/agents(Only if your account has the Real-Time Chat API enabled)
| Question | Answer |
|---|---|
| Do we parse PII data from this endpoint? | No |
| What data does this endpoint provide? | Real-time data |
| What is the rate limit for this endpoint? | 200 requests / minute |
| How often does Assembled hit this endpoint? | On demand |
Zendesk Chat integration mappings
Ticket data (Chat)
| Zendesk Chat | Assembled |
|---|---|
| response_time.first (SLA) | firstResponseDurationSeconds |
| zendesk_ticket_id | importedId |
| id | zendeskChatId |
| tags | tags |
| timestamp + response_time.first | firstRespondedAt |
| timestamp | chatStartedAt |
| timestamp + duration | chatEndedAt |
| Zendesk Chat (if chat was updated) | Assembled (if chat was updated) |
| updateTimestamp | externalUpdatedAt |
Ticket status
| Zendesk Chat | Assembled |
|---|---|
| status | solved |
Channels
| Zendesk Chat | Assembled |
|---|---|
| chat | chat |
FAQ
- We pull data from Zendesk Chat at a rate of 200 requests / minute
- There is a 5-minute delay from their API to update agent states. i.e. We’re only able to retrieve Zendesk Chat states older than 5 minutes. So at 6 pm, for example, we can only know what happened as of 5:55 pm. To mitigate this, we can turn on a feature flag to make this faster, but it’ll result in the loss of occupancy metrics & the
On Chatstate. If you like to turn this on for your account, please reach out to our Support team
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