Integrations
Zendesk is a customer service platform. It’s designed for companies that want to create customer relationships that are more meaningful, personal, and productive.
To configure this integration, make changes in both mParticle and Zendesk: Step 1. In mParticle, configure the Zendesk feed:
Select the Zendesk input configuration group to specify the configuration parameters
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:
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}}"
}
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