Zendesk
This guide covers how to connect Zendesk to Mainbranch, enabling search across support tickets and customer interactions.
Overview
Section titled “Overview”The Zendesk connector provides access to:
- Support tickets and their content
- Ticket comments and conversations
- Customer information associated with tickets
- Ticket metadata (status, priority, tags)
Prerequisites
Section titled “Prerequisites”Before connecting Zendesk:
- Admin access to Mainbranch
- Zendesk admin access
- API access enabled in Zendesk
Connecting Zendesk
Section titled “Connecting Zendesk”-
Navigate to Apps
Go to Workspace settings > Setup > Apps.
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Select Zendesk
Find the Zendesk connector.
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Enter Credentials
Provide your Zendesk:
- Subdomain (your Zendesk URL)
- Admin email
- API token
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Authorize
Complete the connection.
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Start Sync
Begin synchronization.
What Gets Indexed
Section titled “What Gets Indexed”Tickets
Section titled “Tickets”- Ticket subject and description
- All ticket comments
- Internal notes
- Ticket status and priority
Customer Information
Section titled “Customer Information”- Requester information
- Organization details
- Custom fields
Metadata
Section titled “Metadata”- Tags
- Assignee information
- Created and updated dates
Use Cases
Section titled “Use Cases”Support Knowledge
Section titled “Support Knowledge”Search tickets to:
- Find solutions to recurring issues
- Research customer problems
- Review past interactions
AI Assistance
Section titled “AI Assistance”The AI can:
- Summarize ticket history
- Find similar past issues
- Suggest solutions based on previous tickets
Access and Permissions
Section titled “Access and Permissions”Visibility
Section titled “Visibility”- Tickets visible in Mainbranch match Zendesk permissions
- Internal notes respect Zendesk visibility settings
- Agent vs. customer views are maintained
Data Sensitivity
Section titled “Data Sensitivity”Sync Details
Section titled “Sync Details”What Syncs
Section titled “What Syncs”- Active tickets
- Closed tickets (based on configuration)
- Ticket updates
Sync Frequency
Section titled “Sync Frequency”- New tickets sync quickly
- Updates reflect within minutes
- Historical data syncs during initial connection
Configuration Options
Section titled “Configuration Options”Ticket Scope
Section titled “Ticket Scope”Configure which tickets to include:
- All tickets
- Tickets from specific groups
- Tickets within a date range
Data Fields
Section titled “Data Fields”Select what information to index:
- Ticket content
- Customer details
- Custom fields
Troubleshooting
Section titled “Troubleshooting”Connection Failed
Section titled “Connection Failed”- Verify Zendesk subdomain is correct
- Check API token validity
- Ensure admin email is correct
Missing Tickets
Section titled “Missing Tickets”- Verify tickets exist in Zendesk
- Check ticket visibility settings
- Allow time for sync
Sync Errors
Section titled “Sync Errors”- Check API rate limits
- Verify credentials are still valid
- Review error messages
Security Considerations
Section titled “Security Considerations”API Access
Section titled “API Access”- Use dedicated API token for Mainbranch
- Rotate tokens periodically
- Monitor API usage
Customer Data
Section titled “Customer Data”- Review what customer data is indexed
- Ensure compliance with privacy policies
- Consider data retention requirements
Access Control
Section titled “Access Control”- Limit who can access support data
- Review permissions regularly
- Audit access as needed
Best Practices
Section titled “Best Practices”Before Connecting
Section titled “Before Connecting”- Review what data will be indexed
- Consider privacy implications
- Plan for data sensitivity
Configuration
Section titled “Configuration”- Start with essential data only
- Add more data types as needed
- Document your configuration
Monitoring
Section titled “Monitoring”- Check sync status regularly
- Review indexed content
- Address errors promptly