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Overview

Zendesk empowers businesses to build better customer relationships through its service platform. By connecting Reforge Insights with Zendesk, you can go deeper, getting the insights your teams need to provide better service, support, and product.

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Get Started

You can find the Zendesk integration on your integration settings page.

A user with access to both Reforge Insights as well as Zendesk will need to authorize the connection.

1

Go to "Settings"

2

Click "Integrations" in the navigation menu

3

Click "Zendesk"

4

Click "Connect"

5

If necessary, log in to Zendesk using the appropriate account

6

Review and approve the permissions requested

7

Once confirmed, you will be returned to Reforge Insights, where you can toggle on ticket ingestion

8

[Optional] You can also enable each comment on the zendesk tickets to be ingested

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Data Collected

Once Reforge Insights and Zendesk are connected successfully, data will be pulled from periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan’s feedback volume limit.

Each ticket that is accessible will be ingested, such that the ticket and, if enabled, associated comments are analyzed and visible in Reforge Insights.

The following data attributes are loaded from Zendesk and utilized in Reforge Insights for analysis:

  • Tickets
    • Metadata (ID, created time, updated time, type, channel, other association IDs)
    • Subject (text)
    • Description (text)
    • Tags
  • Organizations (related to ingested tickets)
    • Metadata (ID, created time, updated time)
    • Domain
    • Name
    • Details (text)
  • Users (related to ingested tickets)
    • Metadata (ID, created time, updated time)
    • Name
    • Email

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Pricing Volume Impact

Entity TypeVolume Impact
Ticket1x

View the pricing page for more information on how we calculate volume usage.