Skip to main content

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. By default, we pull in the last 6K tickets.

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. 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.

  2. Tag filters (Optional): If you only want to analyze a portion of your feedback, you can use Zendesk tags (documentation) to filter what you send. Enter a comma-separated list of tags and we'll only pull in tickets matching one or more of those tags.

  3. Via and Brand Filters: You can also use Zendesk's "Via" or "Brand" fields to filter what you send to us (e.g., you only want to analyze feedback collected for your latest two brands released).

Step 2: Authenticate​

Please make sure you have Admin privileges to your Zendesk account before authenticating. 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.

Support Chats

For Chats, you just need to enter subdomain URL (see Step 1 above for example) and Authenticate. We don't currently support filtering Chats.

Security

Unwrap integrates natively with Zendesk, so data is only passed between Zendesk and Unwrap through Zendesk's secure API, direct to Unwrap's secure private cloud in AWS. Unwrap users Zendesk's oAuth authentication so that we only store an API key, no actual log in credentials.