Zendesk Events API extension overview
Zendesk is a customer service solution and sales tool. The Zendesk event forwarding extension leverages the Zendesk Events API to send events from the Adobe Experience Platform Edge Network to Zendesk for further processing. You can use the extension to collect customer profile interactions for use in downstream analysis and action.
This document covers how to install and configure the extension in the UI.
Prerequisites
You must have a Zendesk account to use this extension. You can register for a Zendesk account on the Zendesk website.
You must also gather the following details for your Zendesk configuration:
xxxxx.zendesk.com (where xxxxx is the value that was provided during the account creation)cwWyOtHAv12w4dhpiulfe9BdZFTz3OKaTSzn2QvVFinally, you must create an event forwarding secret for the API token. Set the secret type to Token, and set the value to the API token you gathered from your Zendesk configuration. Refer to the documentation on secrets in event forwarding for more details on configuring secrets.
Install the extension install
To install the Zendesk extension in the UI, navigate to Event Forwarding and select a property to add the extension to, or create a new property instead.
Once you have selected or created the desired property, navigate to Extensions > Catalog. Search for “Zendesk”, and then select Install on the Zendesk Extension.
Configure the extension configure
Select Extensions in the left navigation. Under Installed, select Configure on the Zendesk extension.
Under Zendesk Domain, enter the value for your Zendesk subdomain. Under Zendesk Token, select the secret you created earlier that contains the API token.
Configure an event forwarding rule
Start creating a new event forwarding rule rule and configure its conditions as desired. When selecting the actions for the rule, select the Zendesk extension, then select the Create Event action type.
When setting up the action configuration, you are prompted to assign data elements to the various properties that will be sent to Zendesk.
These data elements should be mapped as referenced below.
event keys
event is a JSON object that represents the event triggered by the user. Refer to the Zendesk document on the anatomy of an event for details on the properties captured by the event object.
The following keys can be referenced within the event object when mapping to data elements:
event keysourcearc.event.xdm._extconndev.event_sourceZendesk as a value as it is a protected source name for Zendesk standard events. Attempts to use it will result in an error.Value length must not exceed 40 characters.
typearc.event.xdm._extconndev.event_typedescriptionarc.event.xdm._extconndev.descriptioncreated_atarc.event.xdm.timestamppropertiesarc.event.xdm._extconndev.EventPropertiesprofile keys
profile is a JSON object that represents the user that triggered the event. Refer to the Zendesk document on the anatomy of a profile for details on the properties captured by the profile object.
The following keys can be referenced within the profile object when mapping to data elements:
profile keysourcearc.event.xdm._extconndev.profile_sourceSupport, CompanyName, or Chat.typearc.event.xdm._extconndev.profile_typenamearc.event.xdm._extconndev.nameuser_idarc.event.xdm._extconndev.user_ididentifiersarc.event.xdm._extconndev.identifiersidentifiers array. All fields and values must be unique.attributesarc.event.xdm._extconndev.attrbutesValidate data within Zendesk validate
If the event collection and Adobe Experience Platform integration are successful, then the events within the Zendesk console should appear as shown below. This indicates a successful integration.
Profiles:
Events:
Request limits limits
Based on the account type, the Zendesk Events API can handle the following number of requests per minute:
Refer to the Zendesk documentation for more information on these limits.
Errors and troubleshooting errors-and-troubleshooting
While using or configuring the extension, the errors below might be returned by the Zendesk Events API:
{"error": [{"code":"InvalidProfileTypeLength","title": "Profile type length > 40 chars"}]}{subdomain}.zendesk.com{"error": [{"description": "No route found for host {subdomain}.zendesk.com","title": "RouteNotFound"}]}{"error": [{"code":"MissingOrInvalidAuthentication","title": "Invalid or Missing Authentication"}]}{"error": [{"code":"PermissionDenied","title": "Insufficient permisssions to perform operation"}]}{"error": [{"code":"TooManyRequests","title": "Too Many Requests"}]}Next steps
This document covered how to install and configure the Zendesk event forwarding extension in the UI. For more information on collecting event data in Zendesk, refer to the official documentation: