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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.

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Go to "Settings"

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Click "Integrations" in the navigation menu

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Click "Zendesk"

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Click "Connect"

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If necessary, log in to Zendesk using the appropriate account

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Review and approve the permissions requested

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

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

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Advanced Configuration

Zendesk integration configuration interface showing the three main sections: Choose what to include, Narrow down your tickets, and Choose the data to include

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.

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Configuration Sections

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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.

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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:

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.

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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.

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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

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Next Steps

After configuring your Zendesk integration:

  1. Test the configuration by triggering a manual sync
  2. Monitor the ingestion to ensure data is being imported correctly
  3. Review the imported data in your analytics dashboard
  4. Adjust filters and fields based on your initial results
  5. 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.

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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.

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Pricing Volume Impact

Entity TypeVolume Impact
Ticket1x

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