In this article, you will learn:

Overview of how the Zendesk integration works

Our Zendesk integration allows you to gather feedback directly from your Zendesk tickets. Easily import and centralize inputs from Zendesk to airfocus and inform product discovery.

You can import feedback from Zendesk, create insights and link them directly to your feature ideas or any other work item in airfocus.

  • Sync Zendesk tickets with airfocus items.

  • Map Zendesk fields with airfocus custom fields. All fields are synced one way (from Zendesk to airfocus).

  • Ability to select specific dates to import past conversations from Zendesk to airfocus. Ensure you add any tags you are using as filters to these conversations as well.

What you’ll need

airfocus users with ‘Full access’ permissions to a workspace can set up a Zendesk integration if they are also an admin on Zendesk.

How to get this integration up and running

Go to 'Extensions', and 'Add integrations'. Navigate to the 'Feedback tool integrations' section at the bottom of the screen and click on 'Connect' for Zendesk.

Provide your Zendesk domain and proceed with the authorization to connect your account to the airfocus workspace.

Configure the integration filter. Select one or multiple (Zendesk conversation) tags. Once you sync your Zendesk integration, airfocus will import conversations with any of the tags specified within the ‘Zendesk tags to import’ field.

You have the ability to select specific dates to import past conversations from Zendesk to airfocus.

Within the 'Mapping' section, you can import additional data from Zendesk to airfocus. The name and description field is mapped by default. If the conversation on Zendesk does not contain a subject, then the name and email of the contact will be taken as the default. All fields are synced one way from Zendesk to airfocus.

  • Zendesk system fields that can be mapped to airfocus:

Zendesk system field

Mappable airfocus field

Notes

Subject

Name

Mapped by default and cannot be removed

Description

Description

Mapped by default and cannot be removed

Type

Single select or Status field

Optional to map

Priority

Single select or Status field

Optional to map

Group

Text field

Optional to map

Assignee

Text field

Optional to map

Ticket status

Single select or Status field

Optional to map

  • Zendesk custom fields that can be mapped to airfocus:

Zendesk custom field

Mappable airfocus field

Notes

Drop-down

Single select or Status field

Multi-select

Multi-select field

Text

Text field

Checkbox

Single select or boolean fields

Number

Any airfocus number field

airfocus has multiple number fields. For example, %, decimal etc.

Decimal

Any airfocus number field

airfocus has multiple number fields. For example, %, decimal etc.

Date

Date field

Credit card number

Text field

Once you’ve gone through all the steps above, you can ‘Update and synchronize’ the integration.

Configure additional settings

  • When 'Archive unknown issues' is enabled, then previously imported items from Zendesk will be archived in airfocus if they no longer match the filters (tags + ‘Import conversations initiated since’).

  • When 'Automatic sync' is enabled, your integration will automatically sync every 10 minutes and whenever you access the workspace.

  • When you click 'View logs', you can view your Zendesk integration activity logs and see what changes were made before the last sync.

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