How to connect your Zendesk account
To connect your Zendesk account to NomNom follow these steps:
- First, go to your Zendesk > Account settings > Channel > API section to grab your API details:Please note API Access Only Zendesk Admins or Agents can access the API. It's not available to Light Agents.
Once in, grab or create the following details:
Account Subdomain: The subdomain of your Zendesk account. If your Zendesk URL is http://apples-and-oranges.zendesk.com you need to input only apples-and-oranges here.
Full URL will not work!.
Your Zendesk E-Mail: The email address of the Zendesk agent which has access to the Zendesk API
API token: API Tokens can be found in the Account Admin > Channels > API section.
If you already have an API token you can use that one or you can create a new one for NomNom.
When done - keep those details handy, you'll need them in a second.
Now go to NomNom > Account area > Integrations and click on Zendesk.
Fill in the name, subdomain, email, and API token and click 'Connect'. You're all set!NomNom will need a few minutes to start fetching all your data.
What data do we sync
Once you connect your zendesk account we will import all tickets which have at least one comment present from a customer. This can be customer reply on the ticket, a comment left as part of the rating.
For all the tickets with customer feedback, we import
- ticket conversation
- ticket metadata such as status, tags
- ticket custom fields
- satisfaction rating including the rating reason and comment
For each zendesk end-user whose feedback (ticket) was imported to NomNom, we also import the details about the user and its organization. Those data are then available via document user properties.
New tickets will be always synchronized.
Our integration can recognize Chat messages and format them as regular ticket conversations. Unfortunately due to how Zendesk provides Chat information the associated user information is not available at all time.