‎ Configuring Zendesk Connection | Sprinklr Help Center

Configuring Zendesk Connection

Updated

4 months ago

The Zendesk Standard Connector enables the user to import cases from Zendesk into the Sprinklr platform in a channel agnostic manner. Using the Zendesk Standard Connector eliminates the need for the customer to put the files in an SFTP/S3/GCS bucket in the Sprinklr specified format.

Zendesk Standard Connector is a Recurring Connector that can create entities in the platform in a live pipeline like manner without any intervention from the user. These connectors need to be activated so that they can start fetching the cases in a live manner. Note that this is true even for SFTP/S3/GCS connectors.

Note: For information on getting permission, please refer What is a Unified Data Connector.

Configuring a Zendesk Standard Connector

To configure a Zendesk Standard Connector, follow these steps:

From the launchpad, go to Sprinklr Service > Migrate Your Data From/To Sprinklr > Unified Data Connector.
Click Install Connector in the Record Manager.
Select Case from the Entity dropdown, and click Next.

4. In Entity Specific Settings, fill the details specific to the entity selected in the previous screen, click Next.

5. In the Source Selection screen, select Zendesk Standard Connector from the dropdown, and click Next.

6. The next screen that comes up is the Source Specific Settings ecreen. You can set up Zendesk as an entity source to be utilised for ingesting data into your platform under the Source Specific Settings screen.

Source Specific Settings screen is a dynamic screen, the values of which depend on the Entity Source chosen in the previous step.

Here are the various parameters required to configure the Zendesk Connector.

Fields	Description
Base URL	Base URL is the foundational endpoint used to interact with the Zendesk API. It specifies the domain of your Zendesk instance and serves as the entry point for all API requests made by the connector. Example: "https://your-subdomain.zendesk.com The your-subdomain part is specific to your Zendesk instance.
Authentication Details	Authentication Details: You can select one of the following Authentication Type from the dropdown Basic: Basic Auth involves sending your Zendesk email combined with an API token or password, encoded in Base64, in the request header. Bearer: Uses an OAuth 2.0 token (access token) in the request for secure authentication. Password: This refers to the personal credentials of a zendesk account used to establish a secure connection between the application and Zendesk's API. For basic authentication, enter the following: User Name: Enter the User Name Password: Your Password
Ticket Filters	These filters ensure that only relevant tickets are fetched and managed in Sprinklr: Source Types: Each Zendesk ticket has a channel associated to it. Therefore, this filter can be used to import tickets associated with a particular channel type in Zendesk. Status List: Each Zendesk ticket has a status associated to it. Therefore, this filter can be used to import tickets based on their specific status in Zendesk. Start Time: Defines the start time from which the connector will begin fetching cases from Zendesk. End Time: Define the end time till when the connector will fetch cases from Zendesk. Note: This is not the start time or end time of the connector but the timestamp of the tickets present in the connector.
Advanced Settings	Here are the additional settings required to be filled in: Use Export API Toggle: The Export API is specifically designed to retrieve bulk data exports of ticket information in Zendesk. It is commonly used when you need large datasets. It is best for periodic bulk data exports, often for reporting or archiving. High rate limits, but limited real-time capabilities. Should Assign cases to users: If this toggle is on, cases fetched will be assigned (as well as associated) to users if they are present in Sprinklr. Should run Rule: If this toggle is on, any rules configured on cases or messages will run. Should Ignore Tickets Without Requester: Requester ID is the unique identifier (ID) of the person who submitted or requested a ticket. It represents the user who raised the support request or issue. If this toggle is on, tickets will null or blank value of requester wont be migrated.

Configuring Zendesk Connection

Configuring a Zendesk Standard Connector

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