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Overview
Step 1. Create an input
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Step 4. Create a connection
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Step 6. Track events
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Event
Zendesk is a customer service platform. It’s designed for companies that want to create customer relationships that are more meaningful, personal, and productive. The Zendesk event integration supplements customer support by providing them additional context about their users; allowing them to provide a more personalized experience.
The Zendesk integration uses the Sunshine Events API which is currently part of an Early Access Program to track events against a Sunshine profile. You need to ensure your Sunshine plan is properly configured to use the integration by selecting Admin > Settings > Subscription at https://your-zendesk-subdomain.zendesk.com/admin/billing/subscription.
The following items are required:
A Zendesk Sunshine Professional Plan or higher.
Account Verification.
When you create a connection to Zendesk, forwarding for all existing data points will initially be set to off, and send new data points by default will be disabled. You must enable the specific data points that you wish to forward to Zendesk.
mParticle recommends working with your Zendesk account manager before forwarding all events to your Zendesk account in the event Filter. This will ensure that you have a sufficient plan to handle the additional events - check Zendesk rate limits.
mParticle will only forward events to Zendesk if:
After you have finished configuring the integration in mParticle, and began forwarding events to Zendesk, you have to enable which of these user profiles and events that have already been forwarded will be visible in the customer context. To do this please follow the instructions on how to Add Sunshine user profiles and events to customer context in a ticket
This is an example of a JSON payload send to the Zendesk API with Event Source set to mParticle and Profile Type set to customer.
{
"profile": {
"source": "mParticle",
"type": "customer",
"identifiers": [{
"type": "email",
"value": "some@email.com"
}
],
"attributes": {
"some_attribute_1": "some-attribute-value-1",
"some_attribute_2": "some-attribute-value-2"
}
},
"event": {
"type": "some-app-event-name",
"source": "mParticle",
"properties": {
"custom_attributes": {
"some_attribute_name": "some-attribute-value"
}
}
}
}
}The following field mappings apply for all supported events.
| Parameter | Zendesk Field | mParticle Details |
|---|---|---|
| Event Source | profile.source | Taken from Configuration Settings, default is mParticle |
| Profile Type | profile.type | Taken from Configuration Settings, default is customer |
| user_attributes | profile.name | If $FirstName and $LastName attributes are defined, name attribute will be included |
| user_attributes | profile.attributes | Will include all defined attributes except $FirstName and $LastName |
| user_identities | profile.identifiers | Must include an email identity type |
| Parameter | Zendesk Field | mParticle Details |
|---|---|---|
| Event Source | event.source | Specified in Connection Settings |
| - | event.type | Check specific type of event for respective mapping of this field |
| custom_attributes | event.properties.custom_attributes | All attribute items will be added to custom_attributes property |
| - | event.description | Only set on commerce events that have been split into a set of events, it will contain a text describing the part of the set it belongs to; e.g., 1 of N. |
The event.type is set based on the type of event:
| mParticle Event Type | event.type |
|---|---|
| screen_view | Screen View |
| custom_event | The event_name specified in the custom event |
| commerce_event (Product Action) | eCommerce - product_action |
| commerce_event (Promotion Action) | eCommerce - Promotion promotion_action |
| commerce_event (Impression) | eCommerce - Impression |
The following field mappings apply for Screen View events.
| Parameter | Zendesk Field | mParticle Details |
|---|---|---|
| - | event.type | Screen View string will be sent as value for this field |
| screen_name | event.properties.screen_name | The value sent in screen_name property in the event |
Screen View (event) JSON Sample
{
"type": "Screen View",
"source": "mParticle",
"properties": {
"screen_name": "About",
"custom_attributes": {
"some_attribute_name": "some-attribute-value"
}
}
}The following field mappings apply for Custom Events.
| Parameter | Zendesk Field | mParticle Details |
|---|---|---|
| event_name | event.type | The event_name specified in the custom event |
| custom_event_type | event.properties.custom_event_type | The value sent in custom_event_type property in the event. e.g.: UserPreference, Navigation, ProductCheckout |
Custom Event (event) JSON Sample
{
"type": "custom event name",
"source": "mParticle",
"properties": {
"custom_event_type": "Other",
"custom_attributes": {
"some_attribute_name": "some-attribute-value"
}
}
}The following field mappings apply for Product Commerce Events.
| Parameter | Zendesk Field | mParticle Details |
|---|---|---|
| event_name | event.type | The value sent in event_name property in the event |
| action | event.properties.action | The value sent in action property of the product_action property in the event, e.g.: AddToCart, Checkout, RemoveFromWishlist |
| transaction_id | event.properties.transaction_id | The value sent in transaction_id property of the product_action property in the event |
| currency_code | event.properties.currency_code | The value sent in currency_code property in the event |
| total_amount | event.properties.total_amount | The value sent in total_amount property of the product_action property in the event |
| tax_amount | event.properties.tax_amount | The value sent in tax_amount property of the product_action property in the event |
| shipping_amount | event.properties.shipping_amount | The value sent in shipping_amount property of the product_action property in the event |
| coupon_code | event.properties.coupon_code | The value sent in coupon_code property of the product_action property in the event |
| timestamp_unixtime_ms | event.properties.timestamp_unixtime_ms | The value sent in timestamp_unixtime_ms property in the event |
| products | event.properties.products | The array of products sent in products property of the product_action property in the event |
Product-Based JSON Sample
{
"type": "eCommerce - AddToCart",
"source": "mParticle",
"properties": {
"action": "AddToCart",
"transaction_id": "some-transaction-id",
"currency_code": "USD",
"total_amount": "1.99",
"tax_amount": "0.50",
"shipping_amount": "1.00",
"coupon_code": "some-coupon-code",
"timestamp_unixtime_ms": "1605805232479",
"products": [{
"id": "some-product-id",
"name": "some-product-name",
"brand": "some-product-brand",
"category": "some-product-category",
"position": "1",
"price": "1.99",
"quantity": "1",
"coupon_code": "some-product-coupon-code",
"total_product_amount": "1.99",
"product_attributes": {
"some_product_attribute_name": "some-product-attribute-value"
}
}
],
"custom_attributes": {
"some_attribute_name": "some-attribute-value"
}
}
}The following field mappings apply for Promotion Commerce Events.
| Parameter | Zendesk Field | mParticle Details |
|---|---|---|
| event_name | event.type | The value sent in event_name property in the event |
| action | event.properties.action | The value sent in action property of the promotion_action property in the event, e.g.: PromotionView, PromotionClick |
| timestamp_unixtime_ms | event.properties.timestamp_unixtime_ms | The value sent in timestamp_unixtime_ms property in the event |
| promotions | event.properties.promotions | The array of promotions sent in promotions property of the promotion_action property in the event |
Promotion-Based JSON Sample
{
"type": "eCommerce - PromotionView",
"source": "mParticle",
"properties": {
"action": "PromotionView",
"promotions": [{
"id": "some-promotion-id",
"name": "some-promotion-name",
"creative": "some-creative-name",
"position": "some-position-value"
}
],
"custom_attributes": {
"some_attribute_name": "some-attribute-value"
}
}
}The following field mappings apply for Impression Commerce Events.
| Parameter | Zendesk Field | mParticle Details |
|---|---|---|
| event_name | event.type | The value sent in event_name property in the event |
| product_impressions | event.properties.product_impressions | The array of product impressions sent in product_impressions property in the event |
Impression-Based JSON Sample
{
"type": "eCommerce - Impression",
"source": "mParticle",
"properties": {
"product_impressions": [{
"product_impression_list": "some-product-impresion-list-name",
"products": [{
"id": "some-product-id",
"name": "some-product-name",
"brand": "some-product-brand",
"category": "some-product-category",
"position": "1",
"price": "1.99",
"quantity": "1",
"coupon_code": "some-product-coupon-code",
"total_product_amount": "1.99",
"product_attributes": {
"some_product_attribute_name": "some-product-attribute-value"
}
}
]
}
],
"custom_attributes": {
"some_attribute_name": "some-attribute-value"
}
}
}| Setting Name | Data Type | Default Value | Description |
|---|---|---|---|
| Authentication Email Address | string |
Email address for API authentication | |
| API Token | string |
API tokens are auto-generated passwords in the Support admin interface on Zendesk platform | |
| Subdomain | string |
The subdomain can be identified from the Zendesk account’s URL. For example: if your URL is https://your-zendesk-subdomain.zendesk.com, then the subdomain value is your-zendesk-subdomain |
| Setting Name | Data Type | Default Value | Platform | Description |
|---|---|---|---|---|
| Event Source | string |
mParticle | All | Application which sent the event |
| Profile Type | string |
customer | All | Is a user-defined name that lets you create different kinds of profiles for a given source. Example: “customer” for the customer profiles |