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.

Configuration

To configure this integration, make changes in both mParticle and Zendesk: Step 1. In mParticle, configure the Zendesk feed:

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

Zendesk supports a variety of different actions and allows you to build condition statements for sending data to a webhook.

Step 2. To forward data to mParticle, configure the webhook in Zendesk:

1. Enter the Webhook URL you saved from the mParticle configuration
2. For the Method, select POST
3. For the Content Type, select JSON
4. To test the target, click Test Target and copy the sample event JSON above into the JSON body field and click Submit. You should receive a message showing: 200 OK - { “success”: true }
5. After saving the target, setup a trigger or automation to forward data to mParticle

Zendesk Event Mapping

Zendesk events are mapped as follows:

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}}"
}