Loop integrates with Zendesk Support. Zendesk provides a cloud-based customer service program that includes ticketing, self-service options, and customer support features. Using Loop's Zendesk data connector, you and your team can collect, analyze and take action on customer insights alongside feedback from other data sources.
What can I import from Zendesk?
You have the option to import and analyze ticket descriptions or satisfaction surveys. A Support ticket description is the text of the original support request. A Support satisfaction comment is a written answer to a survey about the user's satisfaction with a support experience.
Note: When selecting to import by ticket descriptions, only tickets created from emails sent to your Zendesk support address, and those identified as negative sentiment, will be imported. This is by design, based on customer feedback shared with Loop, to help you and your organization better identify potential gaps and friction areas to analyze and take action on.
Who can connect and import data between Zendesk and Loop?
Loop account administrators and account owners can initiate the Zendesk integration flow.
In order to successfully integrate Zendesk and Loop, you only need to have a Zendesk account and a way to login to it. If you have complicated permission and visibility rules in Zendesk, we recommend that you are an admin user of your Zendesk account when setting up the LoopVOC integration.
Please note: Zendesk's API is rate limited. Zendesk allows only a certain number of requests per minute depending on the customer's plan and the endpoint. You can track your Zendesk API activity against your plan's rate limit as described in this support article.
How do I import my Zendesk data?
New users and those adding multiple company accounts
Brand new users and existing users wishing to add additional company accounts will be prompted with the opportunity to integrate Zendesk Support during the on-boarding process as shown in the following image:
Default Filter Criteria
During the Sign Up on-boarding stage, Loop defaults to using 3 months as the Date Range. To modify your Zendesk integration and criteria, complete the on-boarding process and follow the steps below for Existing users, which allows users to adjust criteria to better fit your needs.
Existing users
Existing users that wish to integrate Zendesk Support after the on-boarding process can do so at any time.
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Click
on the navigation bar, and select the Collect tab. - Select
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Select a previously connected account or click connect new account during Step 1: Sign Up
- Type in your Zendesk subdomain. Remember that you need to only type in the name of the brand that is in the subdomain such as "loopvoc" instead of "loopvoc.zendesk.com".
5. Under Step 2: Add Data, select which type of feedback you would like from Zendesk Support, the date range, and what you would like to see this product feedback categorized as in Loop. Don't see the product name you'd like for this feedback? You can create new product labels from the Product drop-down menu.
6. Under Step 3: Finish, agree to bring the selected amount of feedback into Loop and create an ongoing integration to get started seeing insights!
If you experience a message that reads '0 feedback were determined...', like in the screen shot below, you can navigate to the previous step and try adjusting the Date Range and Feedback Type values.
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