Zendesk Integration

This guide provides a comprehensive overview of the Zendesk integration, from setup to daily use. It is intended for product managers, designers, researchers, and support agents who want to leverage customer feedback from Zendesk to drive product decisions.

Introduction

The Zendesk integration allows you to connect your Zendesk account to this platform, enabling a seamless flow of customer feedback. By integrating with Zendesk, you can:

  • Sync customer support tickets: Automatically pull in tickets from your Zendesk account.
  • Analyze customer feedback: Use AI-powered tools to analyze ticket content and identify emerging trends, feature requests, and pain points.
  • Gain actionable insights: Translate customer feedback into actionable insights that can inform your product roadmap and strategy.
  • Correlate feedback with market trends: Understand how customer needs align with competitor moves and market shifts.

Setup Process

Connecting your Zendesk account is a straightforward process that uses OAuth2 for secure authentication. Here's how to do it:

  1. Navigate to the Integrations Page: From the main dashboard, go to Settings > Integrations.
  2. Select Zendesk: Find the Zendesk integration and click Connect.
  3. Enter Your Zendesk Subdomain: You will be prompted to enter your Zendesk subdomain. This is the part of your Zendesk URL that comes before .zendesk.com. For example, if your Zendesk URL is mycompany.zendesk.com, your subdomain is mycompany.
  4. Authorize Access: You will be redirected to Zendesk and asked to authorize the integration. Click Allow to grant access.
  5. Confirmation: After authorizing, you will be redirected back to the platform. The Zendesk integration will now show as Connected.

Data Synchronization

Once connected, the platform will automatically sync data from your Zendesk account. Here's a breakdown of how it works:

  • Initial Sync: The first time you connect, the platform will perform an initial sync of your Zendesk tickets. By default, it will fetch tickets created in the last 30 days.
  • Ongoing Sync: After the initial sync, the platform will periodically sync new and updated tickets. The sync frequency can be configured on the integration's settings page.
  • Data Collected: For each ticket, the platform collects the following information:
    • Ticket ID
    • Subject and description
    • Status and priority
    • Tags
    • Requester's email and name
    • Organization name
    • Creation and update timestamps
    • Public comments
  • Data Processing: The collected data is then processed by our AI models to:
    • Categorize feedback into types like "feature request," "complaint," or "bug report."
    • Identify keywords and themes.
    • Analyze sentiment.
    • Extract product areas and feature gaps.

User Interface

The Zendesk integration page provides a comprehensive overview of your synced data and allows you to manage the integration's settings. Here's a walkthrough of the key components:

  • Sync Status: This section shows the status of the latest sync, including the last sync time and the number of tickets processed. You can also trigger a manual sync by clicking the Sync Now button.
  • Configuration: In this section, you can configure the integration's settings:
    • Sync Frequency: Choose how often you want to sync data from Zendesk (e.g., hourly, daily, weekly).
    • Ticket Filters: Apply filters to sync only specific tickets. You can filter by status, priority, and tags.
    • AI Analysis: Enable or disable AI-powered analysis of your tickets.
  • User Demand Insights: This section displays the insights extracted from your Zendesk tickets. You can see a list of feature requests, complaints, and other signals, along with their urgency and business impact.
  • Market Correlations: This section shows how the user demand signals from Zendesk correlate with competitive moves and market trends.
  • Disconnect: If you need to disconnect your Zendesk account, you can do so by clicking the Disconnect button. This will stop all data synchronization and remove your Zendesk credentials from our system.

Troubleshooting

If you encounter any issues with the Zendesk integration, here are some common problems and their solutions:

  • Integration is not connecting:
    • Invalid Subdomain: Double-check that you have entered the correct Zendesk subdomain.
    • Permissions: Ensure that the user who authorized the integration has the necessary permissions in Zendesk to access tickets and other data.
  • Tickets are not syncing:
    • Sync is in Progress: Check the sync status to see if a sync is already in progress.
    • Filters: Make sure your ticket filters are not too restrictive. Try clearing the filters to see if tickets start syncing.
    • API Limits: If you have a large number of tickets, you may be hitting Zendesk's API rate limits. Try syncing again later.
  • Data is not up to date:
    • Sync Frequency: Check your sync frequency settings. If you need more up-to-date data, consider increasing the frequency.
    • Manual Sync: You can always trigger a manual sync to get the latest data.

If you continue to experience issues, please contact us for assistance.