Mapping Configuration Screen for Email
Updated
You can map the source headers to the Sprinklr destination fields using this screen. Determining which fields from the source will be mapped to which fields in Sprinklr is an essential stage because each entity has certain standard fields that aid the Sprinklr system in creating the entities in Sprinklr. This helps to ensure that data is accurately transferred and interpreted within the system.
Note: To understand the basics of the Mapping Configuration, refer Mapping Configuration Screen.
Overview of the Mapping Configuration Screen
Clicking Next in the Source Specific Settings Screen opens up the Mapping Configuration page. This page lets you map the headers that come from the source to the destination fields in Sprinklr.
The Mapping screen in Sprinklr allows you to map custom and standard fields from Zendesk's API to the corresponding fields in Sprinklr. Once you provide authentication details in the Source Specification screen and validate the API, you will receive a response displaying the available headers. These headers are categorized into three groups for mapping:
Group | Description |
Zendesk Ticket Fields Group | This group contains headers from Zendesk’s API which can be mapped to case level custom fields in Sprinklr. Users can map the Zendesk standard and custom fields to Sprinklr case level Custom Fields. |
Zendesk User Fields Group | This group will contain headers from Zendesk’s API which can be mapped to user profile level custom fields in Sprinklr. When migrating a case via Zendesk, user profiles get migrated as well. Using mappings in this group, the user can map profile level Custom Fields coming from Zendesk to the user profile created in Sprinklr. |
Zendesk Message Level Fields Group | Using this group, the user can map different accounts to an incoming message in Sprinklr. Multiple accounts can be mapped by adding a custom header via the “Add Field” option in this group. The groovy written can return the ID of the mapped account which in turn can be mapped to the “Account ID” field available in the destination field option. |
For the mapping of Fields, the details are taken from the API to Zendesk:
Header | Description |
Case Start Time | Always taken from the ‘Created at’ field. All the cases will be created from the value of this field.
Note: Time zone in Zendesk is always in UTC. |
Agent | The data is fetched from the Assignee ID. |
User | There is a need to associate a user with an external ID, such as an "External Agent ID". This mapping is necessary to ensure that messages or cases are correctly linked to the right agent in the system. If the external agent ID is not available, the user's email should be used as an alternative way to identify the agent in the system. The user can be associated with a specific case or evaluation, and this is done by mapping the user's external agent ID (or email, if the ID is unavailable) to the relevant case in the system. If this is done only then the case will be assigned. |
Channel Case Number | Stored in ‘Zendesk Ticket ID field’. |
Customer Profile | The data is fetched from the 'Requester ID'. |
The following are the field categories in the Destination Field of the Mapping Configuration Screen for E-mail Cases.
Case Level Entities
Mandatory Case Field – Conversation ID
Non-Mandatory Case Field - Case Start Time, Conversation Language, Subject
Message Level Entities
Mandatory Message Field – Message Text, Message Conversation ID (Multi-case format)
Non-Mandatory Message Field - Account ID, Author ID, Author Type, Message ID, Message Language, Message Timestamp
For more information on field categories, refer Categorization of Fields in the Mapping Configuration Screen.