Connect Zendesk to qualantiv
This setup guide covers how to connect Zendesk to qualantiv, the type of data that is imported from Zendesk, and troubleshooting common problems.
Connecting the Zendesk integration imports you businesses support conversations into qualantiv nightly. We use AI to analyze each of your support conversations to show on your dashboard which customer problems categories are surfacing most often, along with AI summaries and Search across all of your customer conversations and feedback.
- Have your business's Zendesk account owner or admin complete the initial setup process to connect Zendesk to qualantiv
- Decide how much recent support conversation history you want to import during the first backfill: 30, 60, 90 days or none
- Confirm the Zendesk workspace you want to connect is the one your support team is actively using
- 1. In qualantiv, open Data sources
- 2. Click the Zendesk integration
- 3. Select the initial backfill window you want to import: 30, 60, 90 days, or None
- 4. Click Connect Zendesk. You will be directed to Zendesk to log in to your account and approve the requested read-only Zendesk permissions
- 5. Return to qualantiv and your Zendesk conversations will begin syncing to qualantiv
Once you connect Zendesk to your qualantiv account, we will import the support conversations your team has had with customers and basic info related to the conversation.
- Zendesk support conversation thread text and messages
- Customer name when available
- Organization name when that customer is associated with a Zendesk organization record
- Zendesk identifiers required for imports and to prevent duplicate records
- We do not import broad support or account data unrelated to the imported conversations
- We do not have write access back to your Zendesk account
- We do not access any data outside the read-only approvals you provide
After the connection is set up, your recent Zendesk conversations will be imported, then we will run nightly syncs to pull your latest support conversations every night.
- Recent support conversations are imported based on the backfill window selected during setup
- After the first import, nightly feedback syncs pull in new Zendesk conversations automatically
- Imported conversations appear in Search and in your dashboard where you can see top categories, AI summaries, and customer quotes
Here are common problems and solutions for the Zendesk integration:
Solution: Check to ensure the conversation falls inside the backfill window you selected during setup. If not, please contact support and we can run a one-time manual feedback sync and confirm your source is still connected.
Solution: qualantiv allows only one connection for the same Zendesk workspace within the same organization, so remove the old source first if you need to reconnect it.
Solution: Update the Zendesk user or organization record, then it will be updated in qualantiv during the next nightly sync. qualantiv re-reads customer and organization information during nightly syncs.
Delete a Zendesk source to stop future syncs and delete all existing narratives for that source. For more details on our data retention and privacy policies, see our privacy policy or feel free to contact us with any additional questions