Solver’s Zendesk connector enables Solver users to easily connect Solver to their organization’s Zendesk implementation, importing help desk data into Solver. Additionally, leverage Solver’s reporting capabilities to create operation reports off your help desk data and combine it with financial data for revenue and cost style reporting. Easily build data integrations to populate your data warehouse to complement and present Zendesk data to make informed business decisions based on ticket data, knowledge-based article usage, success stats, and more.
This article will detail the required setup and steps to use this connector. These steps include:
- An active Zendesk subscription.
- All Zendesk tiers are supported.
- A Solver subscription does not include a Zendesk subscription.
- An active Zendesk account with an associated API token.
- A Solver subscription does not include a Zendesk user account.
- Supported Zendesk data
Authentication
Solver’s Zendesk connector needs the following information in order to establish a connection between Solver and your Zendesk implementation
- Email: a valid, active Zendesk email. This is strongly recommended to be an admin user in your Zendesk system who can see all tickets, users, kb articles and companies.
- Token: To use Solver’s Zendesk connector, users must first create an API token from within their Zendesk implementation for authentication purposes in Solver.
Zendesk’s API provides data based off the API token’s permissions which are inherited based off the account the token is assigned to. For this reason, to ensure that you are able to extract all data from Zendesk, it is recommended to generate an API token from an account that has full permissions to all relevant data you would like to bring into Solver.
For a guide on how to log in using this method, see the Zendesk support article on generating an API token.
Solver’s Zendesk connector only support API token authentication at this time. - Base URL: this is your Zendesk URL provided by Zendesk and not your customer facing URL (cName).
Supported Objects
Solver’s Zendesk connector makes the following data sets available to users.
- Tickets
- KB Articles
- Users (including Agents)
- Organizations
If you would like to have additional data made available, please submit a request to our feedback site (login required).
Creating an Integration
The above mentioned endpoints should present data in a friendly manner to easily create an integrations. Some tips
- Agents, your staff, should be one dimension, is an integration to the Users endpoint with a filter for Role “does not equal” end-user
- Users, you customers submitting tickets, should be another dimension integrated to Users with a filter for Role equals end-user
General steps on how to create an integration can be found here.