Zendesk

Baseado na documentação da API do zendesk

O Zendesk é uma das maiores e mais famosas ferramentas de Customer Service do mundo. O seu objetivo é transformar a comunicação das empresas com os seus clientes, através de suas features de gestão de tickets dos mais diversos canais como telefone, chat, e-mail e mídias sociais.

Além de possuir integração com diversas outras ferramentas, uma das grandes vantagens para os usuários do Zendesk é a vasta possibilidade de extração de métricas e KPIs que sua integração provém, criando inúmeras possibilidades de análises de tickets, satisfação de clientes, e até produtividade dos agentes.

Adicionando o conector

Requisitos

Siga os passos com um acesso de Owner/Administrador
Caso a sua conta do Zendesk tenha habilitado o bloqueio de IPs para acesso, libere também os IPs da Kondado

Instruções

Para criar a sua integração com os dados do Zendesk na plataforma da Kondado, siga os passos abaixo

1) Entre na sua conta do zendesk com um acesso de Owner/Administrator

2) Uma vez na sua conta, selecione na barra lateral esquerda o ícone da engrenagem (configurações), depois vá em Canais e depois API

3) Em APIs, habilite o acesso por token e, depois, clique em adicionar novo

4) Na página de edição do novo token, dê um nome para ele (por exemplo, integração Kondado), copie o valor gerado e clique em Salvar

5) Na plataforma da Kondado, acesse a página de adição de novos conectores e selecione o conector do Zendesk

6) Preencha as informações da imagem abaixo da seguinte forma:

Nome: o nome da sua integração, por exemplo, “Zendesk”
E-mail (Owner) o e-mail do Owner da conta do Zendesk
Token: O token gerado no passo (4)
Sub-domínio: o seu subdomínio do zendesk. Por exemplo, se o seu endereço no zendesk é empresa.zendesk.com, o seu subdomínio é empresa

Clique em Salvar e o seu conector estará configurado

Caso a sua conta do Zendesk tenha habilitado o bloqueio de IPs para acesso, libere também os IPs da Kondado

Integrações

Índice

Closed and Deleted Tickets
Eventos das métricas dos tickets
Grupos
Histórico dos tickets
Links Jira
Métricas dos tickets
Organizações
Pesquisas de satisfação (notas)
Tickets
Usuários

Gráfico de relacionamento

Clique para ampliar

Usuários

Campo	Tipo
id	text	[en] Automatically assigned when the user is created
tags	text	[en] The user's tags. Only present if your account has user tagging enabled
locale	text	[en] The locale for this user
shared_agent	boolean	[en] If the user is a shared agent from a different Zendesk Support instance. Ticket sharing accounts only
updated_at	timestamp	[en] The time the user was last updated
restricted_agent	boolean	[en] If the agent has any restrictions; false for admins and unrestricted agents, true for other agents
organization_id	text	[en] The id of the user's organization. If the user has more than one organization memberships
phone	text	[en] The primary phone number of this user
custom_role_id	text	[en] A custom role if the user is an agent on the Enterprise plan or above
last_login_at	timestamp	[en] Last time the user signed in to Zendesk Support or made an API request using an API token or basic authentication
role_type	text	[en] The user's role id. 0 for a custom agent, 1 for a light agent, 2 for a chat agent, 3 for a chat agent added to the Support account as a contributor ( Chat Phase 4 ), 4 for an admin, and 5 for a billing admin
default_group_id	text	[en] The id of the user's default group
suspended	boolean	[en] If the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal
report_csv	boolean	[en] Whether or not the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface. See Analyzing Help Center search results in Help Center. Only available on the Support Professional or Suite Growth plan or above
active	boolean	[en] false if the user has been deleted
two_factor_auth_enabled	boolean	[en] If two factor authentication is enabled
notes	text	[en] Any notes you want to store about the user
iana_time_zone	text	[en] The time zone for the user
moderator	boolean	[en] Designates whether the user has forum moderation capabilities
verified	boolean	[en] Any of the user's identities is verified
name	text	[en] The user's name
only_private_comments	boolean	[en] true if the user can only create private comments
url	text	[en] The user's API url
created_at	timestamp	[en] The time the user was created
time_zone	text	[en] The user's time zone
shared_phone_number	text	[en] Whether the phone number is shared or not
alias	text	[en] An alias displayed to end users
role	text	[en] The user's role. Possible values are 'end-user', 'agent', or 'admin'
details	text	[en] Any details you want to store about the user, such as an address
signature	text	[en] The user's signature. Only agents and admins can have signatures
shared	boolean	[en] If the user is shared from a different Zendesk Support instance. Ticket sharing accounts only
external_id	text	[en] A unique identifier from another system, case sensitive. Example: 'ian1' and 'Ian1' are different users
email	text	[en] The user's primary email address
chat_only	boolean	[en] Whether or not the user is a chat-only agent
ticket_restriction	text	[en] Specifies which tickets the user has access to. Possible values are: "organization", "groups", "assigned", "requested", null

Tickets

Objeto principal

Campo	Tipo
id	text	[en] Automatically assigned when the ticket is created
status	text	[en] The state of the ticket. Allowed values are "new", "open", "pending", "hold", "solved", or "closed"
follower_ids	text	[en] The ids of agents currently following the ticket. See CCs and followers resources
via__source__to__name	text	[en] The ids of agents currently following the ticket. See CCs and followers resources
via__source__to__address	text
via__source__from__name	text
via__source__from__address	text
via__source__rel	text
via__channel	text
description	text	[en] Read-only first comment on the ticket
tags	text	[en] The array of tags applied to this ticket
problem_id	text	[en] For tickets of type "incident", the ID of the problem the incident is linked to
allow_channelback	boolean	[en] Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket
updated_at	timestamp	[en] When this record last got updated
submitter_id	text	[en] The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket Usuários > > id
assignee_id	text	[en] The agent currently assigned to the ticket Usuários > > id
brand_id	text	[en] Enterprise only. The id of the brand this ticket is associated with
due_at	timestamp	[en] If this is a ticket of type "task" it has a due date
satisfaction_rating	text	[en] The satisfaction rating of the ticket, if it exists, or the state of satisfaction, "offered" or "unoffered". The value is null for plan types that don't support CSAT
is_public	boolean	[en] Is true if any comments are public, false otherwise
requester_id	text	[en] The user who requested this ticket Usuários > > id
forum_topic_id	text	[en] The topic in the Zendesk Web portal this ticket originated from, if any. The Web portal is deprecated
recipient	text	[en] The original recipient e-mail address of the ticket. Notification emails for the ticket are sent from this address
subject	text	[en] The value of the subject field for this ticket
organization_id	text	[en] The organization of the requester. You can only specify the ID of an organization associated with the requester Organizações > > id
url	text	[en] The API url of this ticket
type	text	[en] The type of this ticket. Allowed values are "problem", "incident", "question", or "task"
created_at	timestamp	[en] When this record was created
sharing_agreement_ids	text	[en] The ids of the sharing agreements used for this ticket
allow_attachments	boolean	[en] Permission for agents to add add attachments to a comment
followup_ids	text	[en] The ids of the followups created from this ticket. Ids are only visible once the ticket is closed
collaborator_ids	text	[en] The ids of users currently CC'ed on the ticket
priority	text	[en] The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low"
raw_subject	text	[en] The dynamic content placeholder, if present, or the "subject" value, if not
email_cc_ids	text	[en] The ids of agents or end users currently CC'ed on the ticket
has_incidents	boolean	[en] Is true if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.
group_id	text	[en] The group this ticket is assigned to Grupos > > id
external_id	text	[en] An id you can use to link Zendesk Support tickets to local records

zendesk_tickets__fields

Campo	Tipo
ticket_id	text	[en] ID of the ticket
fields__id	text	[en] ID of the field
fields_title	text	[en] Title of the field
fields__value	text	[en] Value of the field

Histórico dos tickets

Objeto principal

Campo	Tipo
via__source__to__name	text
via__source__to__address	text
via__source__from__original_recipients	text
via__source__from__name	text
via__source__from__address	text
via__source__rel	text
via__channel	text
created_at	timestamp	[en] The time the audit was created
ticket_id	text	[en] The ID of the associated ticket Tickets > > id
author_id	text	[en] The user who created the audit
id	text	[en] Automatically assigned when creating audits
metadata__system__latitude	float
metadata__system__client	text
metadata__system__ip_address	text
metadata__system__location	text
metadata__system__longitude	float

zendesk_ticket_audits__events

Campo	Tipo
audit_id	text	[en] ID of the parent audit
events__data	text
events__type	text
events__id	text

Organizações

Campo	Tipo
id	text	[en] Automatically assigned when the organization is created
shared_comments	boolean	[en] End users in this organization are able to see each other's comments on tickets
updated_at	timestamp	[en] The time of the last update of the organization
domain_names	text	[en] The time of the last update of the organization
shared_tickets	boolean	[en] End users in this organization are able to see each other's tickets
name	text	[en] A unique name for the organization
url	text	[en] The API url of this organization
organization_fields	text	[en] Custom fields for this organization
created_at	timestamp	[en] The time the organization was created
tags	text	[en] The tags of the organization
details	text	[en] Any details obout the organization, such as the address
group_id	text	[en] New tickets from users in this organization are automatically put in this group
external_id	text	[en] A unique external id to associate organizations to an external record. The id is case-insensitive. For example, "company1" and "Company1" are considered the same
notes	text	[en] Any notes you have about the organization

Métricas dos tickets

Campo	Tipo
ticket_id	text	[en] Id of the associated ticket Tickets > > id
id	text	[en] ID of the ticket metric
updated_at	timestamp	[en] When the record was last updated
solved_at	timestamp	[en] When the ticket was solved
replies	int	[en] The number of public replies added to a ticket by an agent
full_resolution_time_in_minutes__calendar	float	[en] Number of minutes to the full resolution during calendar hours
full_resolution_time_in_minutes__business	float	[en] Number of minutes to the full resolution during business hours
on_hold_time_in_minutes__calendar	float	[en] Number of minutes on hold during calendar hours
on_hold_time_in_minutes__business	float	[en] Number of minutes on hold during business hours
status_updated_at	timestamp	[en] When the status of the ticket was last updated
assignee_stations	float	[en] Number of assignees the ticket had
requester_updated_at	timestamp	[en] When the requester last updated the ticket
initially_assigned_at	timestamp	[en] When the ticket was initially assigned
group_stations	float	[en] Number of groups the ticket passed through
first_resolution_time_in_minutes__calendar	float	[en] Number of minutes to the first resolution time during calendar hours
first_resolution_time_in_minutes__business	float	[en] Number of minutes to the first resolution time during business hours
assigned_at	timestamp	[en] When the ticket was assigned
latest_comment_added_at	timestamp	[en] When the latest comment was added
reply_time_in_minutes__calendar	float	[en] Number of minutes to the first reply during calendar hours
reply_time_in_minutes__business	float	[en] Number of minutes to the first reply during business hours
url	text	[en] The API url of the ticket metric
created_at	timestamp	[en] When the record was created
assignee_updated_at	timestamp	[en] When the assignee last updated the ticket
reopens	float	[en] Total number of times the ticket was reopened
requester_wait_time_in_minutes__calendar	float	[en] Number of minutes the requester spent waiting during calendar hours
requester_wait_time_in_minutes__business	float	[en] Number of minutes the requester spent waiting during business hours
agent_wait_time_in_minutes__calendar	float	[en] Number of minutes the agent spent waiting during calendar hours
agent_wait_time_in_minutes__business	float	[en] Number of minutes the agent spent waiting during business hours

Links Jira

Campo	Tipo
id	text	[en] Automatically assigned when the link is created
ticket_id	text	[en] The id of the Zendesk ticket Tickets > > id
issue_id	text	[en] The id of the Jira issue
issue_key	text	[en] The key for the Jira issue
url	text	[en] An url to get the link details
created_at	timestamp	[en] The time at which the link was created
updated_at	timestamp	[en] The time at which the link was last updated

Pesquisas de satisfação (notas)

Campo	Tipo
id	text	[en] Automatically assigned upon creation
comment	text	[en] The comment received with this rating, if available
assignee_id	text	[en] The id of agent assigned to at the time of rating
score	text	[en] The rating "offered", "unoffered", "good" or "bad"
ticket_id	text	[en] The id of ticket being rated Tickets > > id
requester_id	text	[en] The id of ticket requester submitting the rating
url	text	[en] The API url of this rating
created_at	timestamp	[en] The time the satisfaction rating got created
group_id	text	[en] The id of group assigned to at the time of rating
updated_at	timestamp	[en] The time the satisfaction rating got updated

Grupos

Campo	Tipo
id	float	[en] Automatically assigned when creating groups
updated_at	timestamp	[en] The time of the last update of the group
default	boolean	[en] If the group is the default one for the account
name	text	[en] The name of the group
url	text	[en] The API url of the group
created_at	timestamp	[en] The time the group was created
deleted	boolean	[en] Deleted groups get marked as such
description	text	[en] The description of the group

Closed and Deleted Tickets

Objeto principal

Campo	Tipo
id	text	[en] Automatically assigned when the ticket is created
status	text	[en] The state of the ticket. Allowed values are "new", "open", "pending", "hold", "solved", or "closed"
follower_ids	text	[en] The ids of agents currently following the ticket. See CCs and followers resources
via__source__to__name	text	[en] The ids of agents currently following the ticket. See CCs and followers resources
via__source__to__address	text
via__source__from__name	text
via__source__from__address	text
via__source__rel	text
via__channel	text
description	text	[en] Read-only first comment on the ticket
tags	text	[en] The array of tags applied to this ticket
problem_id	text	[en] For tickets of type "incident", the ID of the problem the incident is linked to
allow_channelback	boolean	[en] Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket
updated_at	timestamp	[en] When this record last got updated
submitter_id	text	[en] The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket Usuários > > id
assignee_id	text	[en] The agent currently assigned to the ticket Usuários > > id
brand_id	text	[en] Enterprise only. The id of the brand this ticket is associated with
due_at	timestamp	[en] If this is a ticket of type "task" it has a due date
satisfaction_rating	text	[en] The satisfaction rating of the ticket, if it exists, or the state of satisfaction, "offered" or "unoffered". The value is null for plan types that don't support CSAT
is_public	boolean	[en] Is true if any comments are public, false otherwise
requester_id	text	[en] The user who requested this ticket Usuários > > id
forum_topic_id	text	[en] The topic in the Zendesk Web portal this ticket originated from, if any. The Web portal is deprecated
recipient	text	[en] The original recipient e-mail address of the ticket. Notification emails for the ticket are sent from this address
subject	text	[en] The value of the subject field for this ticket
organization_id	text	[en] The organization of the requester. You can only specify the ID of an organization associated with the requester Organizações > > id
url	text	[en] The API url of this ticket
type	text	[en] The type of this ticket. Allowed values are "problem", "incident", "question", or "task"
created_at	timestamp	[en] When this record was created
sharing_agreement_ids	text	[en] The ids of the sharing agreements used for this ticket
allow_attachments	boolean	[en] Permission for agents to add add attachments to a comment
followup_ids	text	[en] The ids of the followups created from this ticket. Ids are only visible once the ticket is closed
collaborator_ids	text	[en] The ids of users currently CC'ed on the ticket
priority	text	[en] The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low"
raw_subject	text	[en] The dynamic content placeholder, if present, or the "subject" value, if not
email_cc_ids	text	[en] The ids of agents or end users currently CC'ed on the ticket
has_incidents	boolean	[en] Is true if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.
group_id	text	[en] The group this ticket is assigned to Grupos > > id
external_id	text	[en] An id you can use to link Zendesk Support tickets to local records

zendesk_tickets__fields

Campo	Tipo
ticket_id	text	[en] ID of the ticket
fields__id	text	[en] ID of the field
fields_title	text	[en] Title of the field
fields__value	text	[en] Value of the field

Eventos das métricas dos tickets

Campo	Tipo
id	text	[en] Automatically assigned when the record is created
deleted	boolean	[en] Available if type is breach. In general, you can ignore any breach event when deleted is true
group_sla_business_hours	boolean
group_sla_policy_description	text
group_sla_policy_title	text
group_sla_policy_id	text	[en] Available if type is apply_group_sla. The id of the Group SLA policy being enforced on the ticket and metric in question, if any
group_sla_target	float	[en] Available if type is apply_group_sla. The Group SLA target being enforced on the ticket and metric in question, if any
instance_id	text	[en] The instance of the metric associated with the event. Each instance of a metric event that can occur more than once per ticket, such as the reply_time event. The value increments over the lifetime of the ticket
metric	text	[en] The metric being tracked: agent_work_time,pausable_update_time,periodic_update_time,reply_time,requester_wait_time, or resolution_time
sla_business_hours	boolean
sla_policy_description	text
sla_policy_title	text
sla_policy_id	text	[en] Available if type is apply_sla. The id of the SLA policy being enforced on the ticket and metric in question, if any
sla_target	float	[en] Available if type is apply_sla. The SLA target being enforced on the ticket and metric in question, if any
status_business	float	[en] Available if type is update_status. Number of minutes in business hours since the metric has been open
status_calendar	float	[en] Available if type is update_status. Number of minutes in calendar hours since the metric has been open
ticket_id	text	[en] Id of the associated ticket Tickets > > id
time	timestamp	[en] The time the event occurred
type	text	[en] The type of the metric event: activate, pause, fulfill, apply_sla, breach, update_status, or measure.