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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.

Prerequisites

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:

  1. A Zendesk Account.
  2. A Zendesk Sunshine Professional Plan or higher.

    • Zendesk Sunshine Professional is the minimum required, but we recommend Enterprise or higher to avoid hitting Sunshine API limits.
    • For more information check Plan Availability.
  3. Account Verification.

  4. A Zendesk Sunshine API token.

Data Processing Notes

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:

  1. An email address has been provided as identity in the event
  2. The payload is less than ~2 Kilobytes - Event maximum payload
  3. If a commerce payload is greater than ~2 Kilobytes, it will be split into separate requests for each product. The description property will contain information on the set it belongs to; e.g., 1 of N. Please see specific commerce event types to learn more.

Enabling User Profiles And Events In Zendesk

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

Forwarded JSON Payload Example

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"
            }
        }
    }
  }
}

Event Data Mapping

The following field mappings apply for all supported events.

Profile mappings

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

Event mappings

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

Screen View Events

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"
        }
    }
}

Custom Events

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": "app event name",
    "source": "mParticle",
    "properties": {
        "custom_event_type": "Other",
        "custom_attributes": {
            "some_attribute_name": "some-attribute-value"
        }
    }
}

Commerce Events

The following field mappings apply for Product Commerce Events.

Product-based

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"
        }
    }
}

Promotion-based

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"
        }
    }
}

Impression-based

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"
        }
    }
}

Configuration Settings

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

Connection Settings

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

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