Zendesk Inbound Connector

About the Zendesk Inbound Connector

You can use the Zendesk inbound connector to load chat data from Zendesk into XM Discover.

Setting up a Zendesk Inbound Job

1. On the Jobs page, click New Job.
   
2. Select Zendesk.
   
3. Give your job a name so you can identify it.
   
4. Choose the project to load data into.
5. Give your job a description so you know its purpose.
6. Click Next.
7. Choose the Zendesk account to use, or select Add New to add a new one.
   
8. If adding a new account, enter the following information about your Zendesk account:
   • Connection Name: Give the connection a name so you can identify it.
   • Zendesk Email: The email address for your Zendesk account.
   • Zendesk API token: Your Zendesk account API token.
   • Zendesk Host: Your Zendesk subdomain.
9. If you want your credentials to expire, then configure the following options:
   • Send Expiration Notifications: Select this option to allow your credentials to expire.
   • Days prior expiration: If enabling expiration notifications, enter how many days you’d like to be notified before the expiration. You may enter a value between 1 to 100 days.
   • Expiration Date: Set the date when the credentials will expire. Click on the box to open a calendar to pick the date.
10. Click Next.
11. Choose the data type you want to import into XM Discover:
    
    • Process Chat Tickets as conversations: Zendesk chat tickets are imported as conversations.
    • Process All Tickets as documents: All Zendesk tickets are imported as documents.
12. You can choose whether you want to include unfinished tickets in the upload. Select the Process only closed tickets option to upload only closed tickets. Deselect this option to upload both closed and open tickets.
13. Click Next.
14. If needed, adjust your data mappings. See the Data Mapping support page for detailed information on mapping fields in XM Discover. The Default Data Mapping section has information on the fields specific to this connector and the Mapping Conversational Fields section covers how to map data for conversational data.
15. Click Next.
16. If desired, you can add data substitution and redaction rules to hide sensitive data or automatically replace certain words and phrases in customer feedback and interactions. See the Data Substitution and Redaction support page.
    
    Qtip: Click Download Sample Data to download an Excel file with sample data to your computer.
17. Click Next.
18. If desired, you can add a connector filter to filter the incoming data to limit what data is imported.
    
19. You can also limit the number of records imported in a single job by entering a number in the Specify Record Limit box. Enter “All” if you would like to import all records.
    Qtip: For conversational data, the limit is applied based on conversations rather than rows.
20. Click Next.
21. Choose when you’d like to be notified. See Job Notifications for more information.
    
22. Click Next.
23. Choose how duplicate documents are handled. See Duplicate Handling for more information.
    
24. Choose Schedule Incremental Runs if you’d like your job to run periodically on a schedule, or Set Up One-Time Pull if you’d like the job to run just once. See Job Scheduling for more information.
25. Click Next.
26. Review your setup. If you need to change a specific setting, click the Edit button to be brought to that step in the connector setup.
27. Click Finish to save the job.

Default Data Mapping

This section contains information on the default fields for Zendesk inbound jobs.

• natural_id: A unique identifier of a document. It is highly recommended to have a unique ID for each document to process duplicates correctly. For Natural ID, you can select any text or numeric field from your data. Alternatively, you can automatically generate IDs by adding a custom field. By default, XM Discover uses source IDs prefixed by the connector’s name via a custom transformation:Natural ID = Connector-name;Source-ID.
• document_date: The primary date field associated with a document. This date is used in XM Discover reports, trends, alerts, and so on. By default, this is mapped to the date field selected after specifying the SOQL query. You can choose one of the following options:
  • updated_at (default): Date and time when the chat activity was most recently updated.
  • created_at: Date and time when the chat activity was created.
  • You can also set a specific document date.
• feedback_provider: Identifies data obtained from a specific provider. For Zendesk uploads, this attribute’s value is set to “Zendesk” and cannot be changed.
• source_value: Identifies data obtained from a specific source. This can be anything that describes the origin of data, such as the name of a survey or a mobile marketing campaign. By default, this attribute’s value is set to “Zendesk.” Use custom transformations to set a custom value, define an expression, or map it to another field.
• feedback_type: Identifies data based on its type. This is useful for reporting when your project contains different types of data (for example, surveys and social media feedback). By default, this attribute’s value is set to “Messaging Platform”. Use custom transformations to set a custom value, define an expression, or map it to another field.
• job_name: Identifies data based on the name of the job used to upload it. You can modify this attribute’s value during the setup via the Job Name field that is displayed at the top of each page during the setup.
• loadDate: Indicates when a document was uploaded into XM Discover. This field is set automatically and cannot be changed.