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Zendesk Talk

Bryan Cresswell
  • Updated

Zendesk Talk is a telephony platform that is mainly used for phone calls. More information about Zendesk Talk can be found here.

Connecting Zendesk Talk 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. Also, Zendesk Talk needs to be enabled for API access.
    • IMPORTANT: any changes to the Zendesk admin's account that affects 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 Talk 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 Talk, 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 Talk 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 Talk endpoints/services that we integrate with

stats/agents_activity

Question Answer
Do we parse PII data from this endpoint? No
What data does this endpoint provide? Agent states
What is the rate limit for this endpoint? 15,000 requests / 5 minutes
How often does Assembled hit this endpoint? Every 15 seconds

stats/current_queue_activity

Question Answer
Do we parse PII data from this endpoint? No
What data does this endpoint provide? Real-time call data
What is the rate limit for this endpoint? 2,500 requests / 5 minutes
How often does Assembled hit this endpoint? Every 15 seconds

stats/account_overview

Question Answer
Do we parse PII data from this endpoint? No
What data does this endpoint provide? Real-time call data
What is the rate limit for this endpoint? 15,000 requests / 5 minutes
How often does Assembled hit this endpoint? Every 15 seconds

stats/incremental/calls

Question Answer
Do we parse PII data from this endpoint? Yes, but we can turn that off via a feature flag (integrations.zendesk.no_pii)
What data does this endpoint provide? Ticket data
What is the rate limit for this endpoint? 10 requests / minute
How often does Assembled hit this endpoint? Every 15 seconds

channels/voice/ivr

Question Answer
Do we parse PII data from this endpoint? No
What data does this endpoint provide? Queue data
What is the rate limit for this endpoint? 15,000 requests / 5 minutes
How often does Assembled hit this endpoint? On demand

 

Zendesk Talk integration mappings

Ticket data (Phone)

Zendesk Talk Assembled
created_at + time_to_answer first_responded_at
wait_time (SLA) first_response_duration

 

FAQ

  • We have set the rate limit for all Zendesk Talk incremental exports to be at 5 requests / minute.
  • If you find that your phone numbers don't match up, we have a feature flag that can disconnect Zendesk Talk calls from Zendesk Support, which will also pull in abandoned calls. If you like us to turn on this feature, please reach out to our Support Team.

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