Adding a Zendesk integration into Scorebuddy is a one-time only task where you need to authorize Scorebuddy to receive data from your Zendesk account.
Step 1. Enable API access and create a token within Zendesk (you will need to be a Zendesk Admin to do this)
Login to Zendesk as an Admin
Click the "Cog" icon in the left hand menu, and select "API".
Ensure that "Token Access" has been set to "Enabled".
Click "Add API Token"
Adding a description is optional, but is a good idea. "Token for Scorebuddy" would work here, for example.
Copy the contents of the "API Token" field. This is really important as we will need to enter it into Scorebuddy shortly and it will never again be visible after clicking "Save".
Click "Save" to create and activate the token.
Step 2. Enter Zendesk details into Scorebuddy (You will need to be a Scorebuddy Global Admin to do this)
Select Score > Interactions:
Then View Integrations:
Followed by Add Integration:
Hover over the Zendesk option and select Add Integration:
Enter the details for all fields
The Label and Description are for your reference to help you identify the cases that you are dealing with. If you have multiple instances of Zendesk it is a good idea to add an identifier to the label and description for these so that they can be differentiated.
Set a data retention policy which specifies how long you wish for Scorebuddy to store your cases. Once this period has been exceeded the case details are automatically removed from Scorebuddy.
When you are done click Connect Zendesk to Scorebuddy. You will be shown a confirmation message if the integration connects successfully.
Step 3: Match your users
It is necessary to match your Zendesk user profiles to the equivalent user profile in Scorebuddy so that data is allocated correctly. You will only be able to pull ticket data for those users who have been matched.
Follow Score > Interactions > View Integrations and click More next to your Zendesk integration. From here select Match Users.
The Auto Match button will match your users based on their email address and it is recommended to use this. For outliers, the dropdown next to each name will allow you to manually match your users.
*Please note, future users added to the Scorebuddy platform will need to be matched with their Zendesk profile in order to be used in lists.