Expected Zendesk Data
Here’s a sample of the Zendesk data that you can sync, store, and access with Panoply:
Brands are your customer-facing identities. They might represent multiple products or services, or they might literally be multiple brands owned and represented by your company.
When support requests arrive in Zendesk Support, they can be assigned to a Group. A ticket can never be assigned to an agent without also being assigned to a Group.
You can send an invitation to one or multiple recipients to take an NPS survey. You can use an API to set up a continuous delivery of NPS survey invites to your defined recipients.
Every NPS survey is delivered to one or multiple recipients. For most businesses that use Zendesk Support, the recipients are customers. Agents and admins will never receive surveys.
When a recipient responds to an NPS survey, their rating, comment, and last survey date are captured. You can export the responses for your individual NPS survey by using this resource.
This resource can be used to list all surveys or retrieve and update an existing one. You can customize the content and settings of the survey before using the NPS Invitations resource to automate survey delivery.
This resource allows you to work with organization fields. These are fields that admins can customize and display on an Organization page. You can add custom fields to organizations to store additional details.
An organization can have many users, and each user is linked to it through membership. Also, users can be in many organizations if the account supports multiple organizations.
Just as agents can be segmented into groups in Zendesk Support, your customers (end-users) can be segmented into organizations. You can manually assign customers to an organization or automatically assign them to an organization by their email address domain.
This resource allows you to work with satisfaction ratings. These ratings are the feedback provided by your customers about their support experience. Satisfaction rating is per ticket and not per customer.
When satisfaction reasons are enabled in your Zendesk Support account, and a user gives a negative rating to a solved ticket, a follow-up question is presented to the user. The question includes a list menu of possible reasons for the negative rating.
A Service Level Agreement is a documented agreement between a support provider and its customers that specify performance measures for support. There can be multiple SLA policies per Zendesk Support account, and they are listed here.
When an end-user submits a support request by email, in most cases, the email becomes a new ticket or adds a comment to an existing ticket. In some instances, though, the email is suspended.
Ticket comments represent the conversation between requesters, collaborators, and agents. Comments can be public or private. You have the right to configure those comments in your settings to appear as either category.
This resource is used to get the system and custom ticket fields. You can also use it to create custom ticket fields. System fields are the standard fields that agents see in a ticket.
Ticket Metric Events
Use the Ticket Metric Events resource to track reply times, agent work times, and requester wait times. For example, if you want to measure reply times, you can get the time a ticket was created and the time an agent first replied to it.
This resource allows you to retrieve metrics about a ticket. These metrics include the date when a ticket was solved (solved_at), the total number of times the ticket was replied to (replies), the total number of times the ticket was reopened (reopens), and a lot more.
Tickets are the means through which your end-users (customers) communicate with agents in Zendesk Support. Tickets can originate from several channels, including email, Help Center, chat, phone call, Twitter, Facebook, or the API. All tickets have a core set of properties.
This resource allows admins to customize fields displayed on a User profile page. Basic text fields, date fields, as well as customizable dropdown and number fields are available. These fields are currently only visible to agents.
This resource represents the three types of users in Zendesk Support: end-users (your customers), agents, and administrators. End-users request support through tickets. Agents work in Zendesk Support to solve tickets.