The Zendesk integration imports your support tickets into Four/Four. Tickets with a status of Solved or Closed become conversations of type "Support case", where they are analysed alongside calls, meetings and emails. The integration is read-only: Four/Four never changes anything in Zendesk.
What is imported
Item | Behaviour |
Tickets | Imported with all of their comments, plus each ticket's brand and tags. Only Solved and Closed tickets become conversations. Open, pending and on-hold tickets are synced but are not analysed until they are solved or closed. |
Users | Imported as Zendesk users. |
Frequency | New and updated tickets are checked every 5 minutes. |
First sync | Goes back 90 days. Older tickets are not imported. Processing of Zendesk conversations waits until the first sync is complete. |
Connect Zendesk
You need a Zendesk account that can see all the tickets you want imported (usually an administrator). You also need your Zendesk subdomain: for https://super.zendesk.com, the subdomain is super.
Go to Settings > Connections and find Zendesk under Service management.
Click Connect.
In the Connecting Zendesk window, enter your subdomain in the Subdomain field. You can enter the name alone or paste your full Zendesk address. The subdomain may contain only letters, numbers and dashes.
Click Connect. You are taken to Zendesk.
Sign in if asked and approve the read-only access request.
Filtering by tag and brand
Once tickets are imported, the Case group in the conversation filters includes a Tags filter. If your tickets belong to more than one Zendesk brand, a Brand filter appears there as well. All brands on the Zendesk account are imported; use the filter to narrow an analysis to one brand.
Troubleshooting
Authentication failed: Four/Four can no longer use its Zendesk access, for example because the approval was revoked or the Zendesk user was removed. Click Disconnect, then Connect and repeat the steps.
Setup error: setup did not complete. Click Connect to run it again and check the subdomain.
Authentication error banner at the top of Connections: Zendesk returned an error while you were approving access, and the banner shows its message. Try again, and contact support if it persists.
A ticket is missing: check its status in Zendesk. Only Solved or Closed tickets become conversations, and the first sync covers only the last 90 days.
Permissions
Connecting Zendesk requires the Manage connections permission, which is normally held by admins.