Zendesk plugin

The Zendesk Support plugin allows you to easily visualize data from Zendesk to see how agents and support teams are performing, find bottlenecks in your process and get a handle on KPIs.

Click the following link for additional content such as blogs, videos, use cases, and more:

Zendesk Integration overview and Zendesk Dashboard Stories for use cases and example Zendesk dashboards

Adding a data source

To add a data source, open the relevant workspace and then click on the + next to Data Sources on the left-hand menu in SquaredUp. Search for the data source and click on it to open the Add data source page.

Configuring the data source

Display name:
Enter a name for your data source. This helps you to identify this data source in the list of your data sources.
Organization name:
Enter the organization name found in your Zendesk URL <organization>.zendesk.com. Don't enter the .zendesk.com part, just the organization name in lower case.
Sign in with Zendesk:
Click to authenticate using OAuth 2.0. You are redirected to the Zendesk sign-in page, where you are required to log in using your Zendesk credentials. You must then click Allow when the Allow SquaredUp to access your Zendesk account? prompt displays.

Once authenticated, you are returned to the SquaredUp data source configuration page.
Import Organizations:
Select to import your Zendesk organizations as objects. Zendesk organizations are typically collections of your end users, but they can also include team members.
Import Organizations with Personal Email Addresses:
Select to import your Zendesk organizations not linked to specific domains as objects. Typically these are organizations based around a single email address and can exist in great numbers.
Import Specific Tags:
By default, SquaredUp only automatically imports tags that have been used in the last 60 days. If you would like to always import particular tags (even if they have not been used recently), then select this checkbox and specify those tags in the dropdown.
Restrict access to this data source:
Optionally, enable this toggle if you only want certain users/groups to have access to the data source, or those with the permission to link it to new workspaces. See data source access control for more information.
Click Test and add to validate the data source configuration. SquaredUp will now attempt to connect to SquaredUp using the provided authentication method.
- Testing passed – a success message will be displayed and then the configuration will be saved.
- Testing passed with warnings – warnings will be listed and potential fixes suggested. You can still use the data source with warnings. Select Save with warnings if you believe that you can still use the data source as required with the warnings listed. Alternatively, address the issues listed and then select Rerun tests to validate the data source configuration again. If the validation now passes, click Save.
- Testing Failed – errors will be listed and potential fixes suggested. You cannot use the data source with errors. You are able to select Save with errors if you believe that a system outside of SquaredUp is causing the error that you need to fix. Alternatively, address the issues listed and then select Rerun tests to validate the data source configuration again. If the validation now passes, click Save.
You can edit data source configurations at any time from Settings > Data Sources.

Testing and troubleshooting

If you encounter an error refer to the guidance or contact our support team in-app or via SquaredUp Support

For errors on dashboard tiles see Troubleshooting tiles.

Error if failed	Troubleshooting
Failed to validate organization. Please check your organization name.	Check the organization name is correct. Enter the organization name found in your Zendesk URL `<organization>.zendesk.com`. Don't enter the `.zendesk.com` part, just the organization name in lower case.
User is not in admin role. You may not be able to use admin restricted data streams (such as CSAT) with your current permissions.	With this user you will not be able to view all data. You can continue with this user, or change to a user with admin rights. The Zendesk user needs the Support role of Agent or higher, depending on the data streams you want to use: Tickets data streams: Support role of Agent or higher. Voice data streams: Voice role of Agent or higher. Customer Satisfaction (CSAT) data stream: Support role of Admin or higher. Omnichannel data streams: Support role of Admin or higher. See Configuring a Zendesk user with the required permissions
An error occurred. Please contact support.	Try the test again, if you still see the issue, take note of the support code and contact our support team in-app or via SquaredUp Support
The authentication method is no longer supported by Zendesk. Please use the 'Sign in with Zendesk' button in the data source settings.	As API key authentication is no longer supported by Zendesk, you must re-authenticate from the data source configuration page using the Sign in with Zendesk button.

Data source states

There are several states that all data sources can be in:

Connected: The last data source index was successful. Indexing happens automatically every 12 hours
Running: Indexing is in progress, if this is the first time the data source has connected to the source platform you should wait for this to complete to ensure all dashboards work without issues
Warning: When something went wrong but that wasn’t terminal for the data source, meaning indexing was successful for some of the objects the data source and some data sources should work. If you hover over Move info you will be shown the reason for the warning
Error: The last graph index failed. If you hover over Move info you will be shown why. Note that each time a data source runs it refreshes the index.

Next Steps

Once you have successfully connected to the Zendesk data source, SquaredUp sets up the data source by installing data streams and pre-built dashboards (if you chose to do so), and indexing objects which are used by data streams for scoping.

You can click Run in background, but you won't be able to see any data on the dashboards until the indexing is complete.

To check whether indexing has completed, click on the data source name and look at the data source status in the top left corner. If it says Connected then indexing has completed.

Dashboards

A number of pre-built dashboards can be installed with this plugin. These dashboards can be copied into your folder structure where you can edit them to suit your needs.

Graph imported objects

This data source imports the following objects.

Object	Description	Data streams	Relationships
Brand	A Zendesk customer facing identify, with its own set of contact points (e.g. Ticket Forms) and styling. Read more.	New Tickets Active Tickets On-Hold Tickets Custom Ticket Search Open Tickets Pending Tickets Solved Tickets Tickets by Created Date Tickets by Updated Date
Group	A collection of users. Read more.	New Tickets Active Tickets On-Hold Tickets Custom Ticket Search Open Tickets Pending Tickets Solved Tickets Tickets by Created Date Tickets by Updated Date
Organizations	Organizations are the other side of the coin to groups. Where groups can be used to manage agents, organizations can be used to manage end users.	New Tickets Active Tickets On-Hold Tickets Custom Ticket Search Open Tickets Pending Tickets Solved Tickets Tickets by Created Date Tickets by Updated Date
Phone Number	Represents a phone number that a customer might be able to call.	Used by: Brand Used by: Group	(all new) Talk Agent Availability (when routing is managed with groups) Talk Statistics Talk Queues
Tag	Tags defined in Zendesk. Read more.	New Tickets Active Tickets On-Hold Tickets Custom Ticket Search Open Tickets Pending Tickets Solved Tickets Tickets by Created Date Tickets by Updated Date
Ticket form	Ticket forms contain a pre-configured set of fields users should fill in to submit a ticket in Zendesk. Read more.	New Tickets Active Tickets On-Hold Tickets Custom Ticket Search Open Tickets Pending Tickets Solved Tickets Tickets by Created Date Tickets by Updated Date	Used by :: Brand
Type	Description	Data streams that can scope to this object	Relationships
User	Represents a Zendesk user account, called a Team Member or Agent in Zendesk itself. Read more.	New Tickets Active Tickets On-Hold Tickets Custom Ticket Search Open Tickets Pending Tickets Solved Tickets Tickets by Created Date Tickets by Updated Date	Member of :: Group
Users	Users and people are essentially equivalent terms; it's the broadest definition for all people who use your Zendesk.	New Tickets Active Tickets On-Hold Tickets Custom Ticket Search Open Tickets Pending Tickets Solved Tickets Tickets by Created Date Tickets by Updated Date
View	Views are a way to organize your tickets by grouping them into lists based on certain criteria. For example, you can create a view for unsolved tickets that are assigned to you, a view for new tickets that need to be triaged, or a view for pending tickets that are awaiting response. Using views can help you determine what tickets need attention from you or your team and plan accordingly.	Tickets by View

Data streams

You can use these data streams to create new tiles to show data, or if there are preconfigured dashboards installed you can copy or edit those.

Data streams standardize data from all the different shapes and formats your tools use and return it in a straightforward table format.

While creating a tile you can tweak data streams by grouping or aggregating specific columns.

Data streams can be either global or scoped:

Global data streams are unscoped and return information of a general nature (e.g. "Get the current number of unused hosts").
A scoped data stream gets information relevant to the specific set objects supplied in the tile scope (e.g. "Get the current session count for these hosts").

See Data Streams for more information.

The following data streams are installed with this plugin.