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Welcome to Datagrid
Welcome to Datagrid
Zendesk - Support

Zendesk - Support

The Zendesk Support connector allows you to seamlessly pull data from your Zendesk Support account into Datagrid. This integration enables you to leverage Datagrid's powerful data analysis and visualization tools with your Zendesk Support data, providing enhanced insights and reporting capabilities for your customer support operations.

1. How-to

1. Prerequisites

To configure the Zendesk Support connector, follow these steps:

  • An active Zendesk Support account with the necessary permissions to access the data you want to import into Datagrid.
  • A Zendesk Support API token. You can generate this from your Zendesk Support account settings under "API."
  • Select the data you want to import into Datagrid

2. Connect

Creating a dataset from the Zendesk Support connector involves selecting the specific data you want to import via Zendesk Support:

  1. Connect Zendesk Support App: a. Click on the "+ Create” Button on the top left of the screen. b. Select the "Connect Apps" item. c. Search for the Zendesk Support connector from the list. d. Log in with your Zendesk Support account. Zendesk Support may prompt you to authorize Datagrid's access to your Zendesk Support data. Grant the necessary permissions to proceed. e. Click on the “Next” button.
  2. Pick your Data: a. Pick the Zendesk Support data you want to include in your dataset (e.g., Tickets, Users, Organizations). b. Click the “Start First Import” Button to start syncing your Zendesk Support dataset.

3. Set Up a Schedule

Scheduling regular data pulls ensures your Datagrid datasets remain up-to-date with the latest information from Zendesk Support:

  1. Navigate to Zendesk Support Dataset: a. Go to the left side panel and locate and click on the Zendesk Support dataset you created.
  2. Schedule Settings: a. Click on the “...” on the top right of the dataset. b. Click on “Edit Pipeline” to edit your connector's name. c. Click the “Schedule” button on the right, beside the “Import Configuration” button.
  3. Configure Schedule: a. Set the desired frequency for data pulls (e.g., daily, weekly, monthly). b. Specify the time of day for the data pull to occur. c. Specify downtime if needed – when the sync should not happen. d. Click the “Update” button to update the new configuration.

2. Data Access

  • Tickets
  • Users
  • Organizations
  • Groups
  • Satisfaction Ratings
  • Ticket Audits
  • Comments
  • Attachments
  • Tags
  • Custom Fields

3. Use Cases

  • Customer Support Performance Analysis: Use Datagrid to analyze Zendesk Support's ticket data to track key metrics such as ticket resolution time, customer satisfaction scores, and ticket volume.
  • Agent Performance Management: Integrate Zendesk Support's user data with ticket data in Datagrid to track individual and team performance, identify top performers, and optimize agent effectiveness.
  • Customer Segmentation: Combine Zendesk Support's user and organization data with customer support data in Datagrid to segment customers based on behavior, demographics, and other factors, and personalize support efforts.
  • Ticket Trend Analysis: Use Datagrid to analyze Zendesk Support's ticket data to identify trends, track common issues, and improve support processes.
  • Knowledge Base Optimization: Integrate Zendesk Support's knowledge base data with ticket data in Datagrid to identify gaps in the knowledge base, improve content quality, and reduce ticket volume.

4. FAQ

Q: What types of data can I import from Zendesk Support into Datagrid?

  • A: You can import a wide range of data, including tickets, users, organizations, groups, satisfaction ratings, ticket audits, comments, attachments, tags, and custom fields.

Q: How often can I schedule data pulls from Zendesk Support?

  • A: You can schedule data pulls daily, weekly, or monthly, depending on your needs.

Q: What permissions are required to connect Zendesk Support to Datagrid?

  • A: You need an active Zendesk Support account with the necessary permissions to access the data you want to import into Datagrid. Ensure you have the correct API token.

5. Support & Additional Resources