Gather feedback directly from Zendesk
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.
Overview of how the Zendesk integration works
- 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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