The Zendesk integration with Rekener will pull in data from your Zendesk Support portal, and attach that data to your accounts in the Rekener Platform.
Standard metrics that will show up in the Rekener Platform when you connect Zendesk are:
|Tickets Created (Zendesk)|
|Tickets Solved (Zendesk)|
|Unsolved Tickets - High (Zendesk)|
|Unsolved Tickets - Low (Zendesk)|
|Unsolved Tickets - Normal (Zendesk)|
|Unsolved Tickets - Urgent (Zendesk)|
|Unsolved Tickets (Zendesk)|
You can also create custom metrics that track information that is specific to your business, like specific types of tickets, or other categories of information.
To connect Zendesk to the Rekener Platform, you will need Admin privileges on your Rekener Platform user (user privileges can be set on the Settings --> Users page). You will also need to have a valid login to your Zendesk Support instance.
To connect Zendesk, navigate to the Settings --> Integrations page, and click "Connect Zendesk".
Clicking "Connect Zendesk" will prompt you to type in your Zendesk subdomain. Your Zendesk subdomain can be found by going to your Zendesk account, navigating to the Admin page, and clicking "Account". The subdomain will be listed toward the bottom of the Account page, in the section called "Subdomain". The subdomain is just the first word, which appears before ".zendesk.com". In the example below, the subdomain is "rekener".
Once you have located your Zendesk subdomain, just type it into the text box, and hit Connect Zendesk.
Clicking Connect Zendesk here will open a Zendesk sign-in page. You just need to sign into your Zendesk account, and the connection will be established.
Once you've signed into Zendesk, the integration is complete. Your Zendesk data will download into Rekener during the next data sync. To check when that will be, you can look at the "Next run date and time" field on the Integrations page in the Rekener Platform. You can also initiate a data sync at any time, by clicking the "Sync data to Rekener" button on the Integrations page. This will also initiate the download of your Zendesk data.
After the initial data sync, your new and updated Zendesk data will sync to Rekener on a daily basis, at the time indicated on the Integrations screen in the "Next run date and time" field. You can also manually initiate a data sync at any time, by clicking the "Sync data to Rekener" button on the Integrations page.