Ingest Zendesk Tickets
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.
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.
Go to "Settings"
Click "Integrations" in the navigation menu
Click "Zendesk"
Click "Connect"
If necessary, log in to Zendesk using the appropriate account
Review and approve the permissions requested
Once confirmed, you will be returned to Reforge Insights, where you can toggle on ticket ingestion
[Optional] You can also enable each comment on the zendesk tickets to be ingested
After connecting your Zendesk account, you can customize exactly what data gets imported and how it’s filtered. The Zendesk integration allows you to import tickets, comments, users, and organizations from your Zendesk instance with precise control over field selection and filtering criteria.
Enable this option to import comments associated with tickets in addition to the ticket content itself.
Including ticket comments will increase the amount of data imported and may affect ingestion performance for large Zendesk instances.
Use filters to focus on specific types of tickets you want to analyze. This helps you import only the data that’s relevant to your use case.
All filtering is based on ticket data. While you can filter using related user, organization, or comment fields, the filtering always applies to which tickets get imported.
Different field types support different filtering operators:
String Fields
Available Operators:
contains
- Field contains the specified textdoes not contain
- Field does not contain the specified textExamples:
Number Fields
Available Operators:
is
- Field equals the specified numberis not
- Field does not equal the specified numberis greater than
- Field is greater than the specified numberis less than
- Field is less than the specified numberis less than or equal to
- Field is less than or equal to the specified numberis greater than or equal to
- Field is greater than or equal to the specified numberis empty
- Field is emptyis not empty
- Field is not emptybetween
- Field falls within the specified rangeExamples:
Date Fields
Available Operators:
between
- Field falls within the specified date rangeis empty
- Field is emptyis not empty
- Field is not emptyExamples:
List Fields
Available Operators:
is
- Field is any of the specified valuesis not
- Field is not any of the specified valuesis empty
- Field is emptyis not empty
- Field is not emptyExamples:
Boolean Fields
Available Operators:
is
- Field matches the specified boolean value (true/false)is not
- Field does not match the specified boolean valueis empty
- Field is emptyis not empty
- Field is not emptyExamples:
When you add multiple filters, they are combined using an AND operator. This means tickets must match ALL filter criteria to be imported.
Start with broader filters and gradually add more specific ones to fine-tune your data selection.
Select which conversation, contact, and company fields to import. The data is organized into tabs representing different data types that can be ingested.
Core ticket information including subject, description, status, priority, and custom ticket fields.
Information about ticket requesters, assignees, and other users including contact details and custom user fields.
Company information associated with users and tickets, including custom organization fields.
Ticket comments and their associated metadata (only visible when “Include Ticket Comments” is enabled).
Fields marked as Required are essential for the integration to function properly and cannot be deselected. These fields include:
id
, created_at
, updated_at
, organization_id
, requester_id
, submitter_id
, subject
, description
id
, created_at
, updated_at
, name
, email
id
, domain_names
, name
, details
, created_at
, updated_at
id
, author_id
, body
, created_at
, type
Required fields are automatically included in the ingestion process regardless of selection status.
Preselected Fields: Beyond the required fields, we automatically preselect additional commonly used fields to help you get started quickly with meaningful data. These preselected fields include useful metadata like ticket types, assignee information, status details, and satisfaction ratings that are frequently needed for analysis. You can deselect any of these preselected fields if they’re not relevant to your specific use case.
After configuring your Zendesk integration:
Changes to field selection and filters will apply to future data ingestion. Existing imported data will not be retroactively updated.
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.
Entity Type | Volume Impact |
---|---|
Ticket | 1x |
View the pricing page for more information on how we calculate volume usage.