Zendesk
Ingest Zendesk Tickets
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.
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.
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
Advanced Configuration
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.
Configuration Sections
1. Choose What to Include
Include Ticket Comments
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.
2. Narrow Down Your Tickets
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.
Filter Types and Operators
Different field types support different filtering operators:
String Fields
String Fields
Available Operators:
contains- Field contains the specified textdoes not contain- Field does not contain the specified text
Examples:
- Subject contains “billing”
- Description does not contain “resolved”
Number Fields
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 range
Examples:
- Priority equals 3
- Satisfaction score is greater than 4
Date Fields
Date Fields
Available Operators:
between- Field falls within the specified date rangeis empty- Field is emptyis not empty- Field is not empty
Examples:
- Updated date range between 2024-01-01 and 2024-02-01
- Created date is empty
List Fields
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 empty
Examples:
- Tags is “urgent” or “billing”
- Status is not “closed” or “solved”
Boolean Fields
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 empty
Examples:
- Is public is true
- Has incidents is false
Multiple Filters
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.
3. Choose the Data to Include
Select which conversation, contact, and company fields to import. The data is organized into tabs representing different data types that can be ingested.
Data Type Tabs
Tickets
Core ticket information including subject, description, status, priority, and custom ticket fields.
Users
Information about ticket requesters, assignees, and other users including contact details and custom user fields.
Organizations
Company information associated with users and tickets, including custom organization fields.
Comments
Ticket comments and their associated metadata (only visible when “Include Ticket Comments” is enabled).
Field Selection
Fields marked as Required are essential for the integration to function properly and cannot be deselected. These fields include:
- Tickets:
id,created_at,updated_at,organization_id,requester_id,submitter_id,subject,description - Users:
id,created_at,updated_at,name,email - Organizations:
id,domain_names,name,details,created_at,updated_at - Comments:
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.
Fields marked as Required are essential for the integration to function properly and cannot be deselected. These fields include:
- Tickets:
id,created_at,updated_at,organization_id,requester_id,submitter_id,subject,description - Users:
id,created_at,updated_at,name,email - Organizations:
id,domain_names,name,details,created_at,updated_at - Comments:
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.
Standard Zendesk fields that are available across all instances. These include common fields like:
- Priority levels
- Status values
- Assignee information
- Satisfaction ratings
- Tags
Select the fields that are relevant to your analysis and reporting needs.
Custom fields created in your Zendesk instance are automatically detected and available for selection. These fields:
- Are fetched directly from your Zendesk configuration
- Include the custom field name and description
- Support all standard filtering and selection options
- Are stored with their original field names in the metadata
Custom fields are dynamically loaded from your Zendesk instance, so any changes to custom fields in Zendesk will be reflected in the integration.
Best Practices
Field Selection Strategy
- Start with required fields and commonly used standard fields - Add custom fields that are consistently populated and relevant to your analysis - Consider the impact on data volume when selecting many fields - Review and update field selections as your Zendesk usage evolves
Filtering Strategy
- Use filters to focus on active or recent tickets - Filter by status to exclude closed tickets if analyzing ongoing issues - Use organization or user filters to focus on specific customer segments - Combine multiple filters to create precise data subsets
Performance Considerations
- More fields and fewer filters = larger data volume - Including comments significantly increases data volume - Consider the frequency of your data sync when selecting options - Monitor ingestion performance and adjust as needed
Next Steps
After configuring your Zendesk integration:
- Test the configuration by triggering a manual sync
- Monitor the ingestion to ensure data is being imported correctly
- Review the imported data in your analytics dashboard
- Adjust filters and fields based on your initial results
- Set up automated workflows using the imported Zendesk data
Changes to field selection and filters will apply to future data ingestion. Existing imported data will not be retroactively updated.
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.
Pricing Volume Impact
| Entity Type | Volume Impact |
|---|---|
| Ticket | 1x |
View the pricing page for more information on how we calculate volume usage.