Reptrics supports integration with Zendesk to pull in conversations and associated metrics. In this article, we list the steps and requirements to integrate Zendesk with Reptrics. 

Integrating Zendesk with Reptrics with just one-click standard authorization enables you to:

·         View support conversations raised by your Reptrics users in one single place

·         View Service metrics based on Zendesk conversations for a specific account.

·         Configure Risk Alerts and Set up Customer Health on Total Critical Tickets, Critical Unresolved Tickets, Total Tickets, Total Open Tickets, and Last Support Request Created

·         List Accounts on Total Critical Tickets, Critical Unresolved Tickets, Total Tickets, and Total Open Tickets

·         You need to have a paid version of Zendesk.

·         Your access to Zendesk must be equivalent to an Admin level for authorizing integration with Reptrics.

·         Existing users must have email defined for themselves in the email attribute. This enables Reptrics to identify support tickets raised by users of that account in the Zendesk with the users present at the Account level in Reptrics. 

NOTE: ·         Conversations are synced every hour along with associated support metrics. ·         Zendesk conversations take up to 6-12 hours depending on the volume of tickets once authorized to fetch in all relevant conversations.  ·         Risk Alerts, Customer Health, and Lists can be set up instantly. ·         Reptrics only syncs in tickets created in the last 12 months.

Authorizing Access to Zendesk

Follow the steps below to authorize Reptrics access to the Zendesk:

 1. Log in to your Reptrics at https://app.reptrics.com/login

 

 

2. Navigate to the Integrations Hub from Settings > Integrations

 

 

4. Once you click on Connect Now, you’ll come up to this screen. Kindly click on Sign in blue.