CategoriesView All

Feed

Zendesk is a customer service platform. It’s designed for companies that want to create customer relationships that are more meaningful, personal, and productive.

Input Data Details

In order to send Zendesk data to mParticle, you will need to perform the following steps in Zendesk:

  1. Setup an HTTP target
  2. Setup one or more triggers or automations to forward data to mParticle. Zendesk supports a variety of different actions and allows you to build condition statements for sending data to an HTTP Target.

Zendesk Event Mapping

Zendesk events are mapped as follows:

Zendesk Field mParticle Mapping
Event Type Custom Event
Custom Event Type Other
Event Name Specify the name of the event using event.name
Event Attributes Specify event attributes using the syntax event.attribute where attribute can be any event attribute you want to pass using the Zendesk macros.
User Identities Specify the user’s email using the following syntax and Zendesk macro: “event.email”:“{{ticket.requester.email}}”
User Attributes All user attributes can be set using the syntax user.attribute, where attribute can be one of the mParticle reserved user attributes or any other user attribute you want to pass using the Zendesk macros.

When setting up the trigger or automation, the JSON body is set using a template:

// Sample JSON Template - The event.name and user.email fields are required in the JSON.
{
"event.name" : "Event Name",
"user.email":"{{ticket.requester.email}}",
"event.attribute 1": "attribute 1 value",
"event.attribute 2": "attribute 2 value",
"event.attribute n": "attribute n value",
"user.$FirstName" : "first name",
"user.$LastName" : "last name"
}

// Sample JSON using Zendesk macros - The event.name and user.email fields are required in the JSON.
{
"event.name" : "New Ticket",
"user.email":"{{ticket.requester.email}}",
"event.Title":"{{ticket.title}}",
"event.Description":"{{ticket.description}}",
"event.Status":"{{ticket.status}}",
"event.Score":"{{ticket.score}}",
"event.Ticket ID":"{{ticket.id}}",
"user.$FirstName":"{{ticket.requester.first_name}}",
"user.$LastName":"{{ticket.requester.last_name}}",
"user.$Mobile":"{{ticket.requester.phone}}"
}

Configuration

Configure the Zendesk Input:

  1. Select Directory, and click the Zendesk tile
  2. Click Add Zendesk to Setup
  3. Select the Input Feed Integration Type and click Add to Setup
  4. Select the Zendesk input configuration group to specify the configuration parameters

    • Configuration Name
    • Environment
  5. Click Create
  6. Copy the Webhook URL.
  7. Follow these instructions to configure the HTTP target in Zendesk

    • For the Method, select POST
    • For the Content Type, select JSON
    • To test the target, click Test Target and copy the sample JSON above into the JSON body field and click Submit. You should receive a message showing: HTTP/1.1 200 OK
    • After saving the target, setup a trigger or automation to forward data to mParticle