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Zendesk

We support two forms of feedback from Zendesk: A) Tickets and B) Support Chats. For both, you'll be asked to authenticate to your company's Zendesk instance, which will allow to start pulling tickets or chats.

Tickets

Step 1: Input required metadata​

To integrate Zendesk Tickets, go to our Integrations page and find the "Zendesk" integration and click Connect. Before authenticating, input the following information:

  1. Integration Name (required): You can enter whatever you'd like your integration to be named. This will not affect the data we import.

  2. Zendesk subdomain (required): You're looking for the part of the Zendesk account URL like "companyname.zendesk.com". For example, if your URL is "unwrap-support.zendesk.com", submit that.

  3. Tag, "Via", Brand, Excluded Tag, and Group ID filters (Optional): If you only want to analyze a portion of your feedback, or exclude a portion of your feedback, you can use these fields to filter what you send. Enter a comma-separated list of tags/"via" values/brands/tags you want excluded/group ids and we'll only pull in tickets matching one or more of those filters. If you don't enter anything in these boxes, we will pull in all feedback.

Documentation for each:

Zendesk Tags: (tags documentation)

"Via": (via object reference documentation), (via types reference documentation)

Brand: (brand documentation hub)

Group ID: (groups documentation

  1. Obfuscate Ticket Submitter Identifier (Optional): If you check the box below this title, the name and/or email of the submitter of the Zendesk ticket will not be ingested.

  2. Ticket States (Optional): Comma-separated list of ticket states you want to filter. We will pull all tickets if nothing is provided here.

  3. Ticket form ids to include (Optional): List of ticket form ids to include. If left empty, all tickets are included.

  4. Start Date/End Date (Optional): Timestamp of start/end date YYYY-MM-DD. If provided, we will only pull tickets on or after this date.

Step 2: Authenticate​

Please make sure you have Admin privileges to your Zendesk account before authenticating, since this will use your account credentials. You'll be redirected to a Zendesk log in page, asked to log in, and then redirected back to Unwrap. Once you're back in Unwrap, hit Submit and you're done. It will take 2-3 hours for your data to integrate and be analyzed.