Integration
To connect your Zendesk and Marvin accounts, go to "Integrations" in the navigation bar and select Zendesk.
Enter your company domain name on Zendesk and click “Connect”.
This will open a pop-up window*, where you need to login using your Zendesk credentials.
*make sure your browser settings allow pop-up windows
Import
Once the accounts are connected, you can begin your import.
First, you must decided if you want to include the customer name and email with each ticket. We recommend you do this to make it easier to track conversations and link the insights to other interactions you may have had with the user.
If you need to mask customer data to comply with privacy restrictions, select "No, keep customers anonymized"
You must decide if you want to add these customers to your Research Panel. This can help you build your database and track other interactions.
Next, check the fields that Marvin has detected in your Zendesk database. The tickets information will be segregated into user information (name and email), metadata you can use to filter (date, satisfaction rating, Zendesk tags, etc.) and qualitative data (the actual text of the support ticket).
The first import will retrieve the 5,000 most recent support tickets from your Zendesk account by default. Marvin imports all the tickets in Zendesk.
After this initial import, you can choose to switch to automatically fetch new tickets. Marvin will update the data once a day. You can also trigger the import yourself by selecting "Import new responses".
You have the option to disable automatic syncing at any point from within the file as well as in the list of files on the main page of the project.
Using the data for analysis
Once you import tickets into a project, you’ll see them under Files in a project. Click to access the entire information. All Zendesk tickets are converted into notes with the email body of the ticket, associated tags, and satisfaction rating.
You can choose to the Summary view, where data of each field will be grouped together. To read individual conversations, check the "Support tickets" view.
You'll see each ticket as a note in the Analyze tab of the project. Combine this with other project data to draw out insights.
FAQs
Q. Do I need to be an admin in Zendesk to integrate my accounts?
A. No, admin access is not necessary to integrate your Zendesk account with Marvin. Agent access as well as admin access will let you to connect both accounts.
Q. Do I need to be an admin in Marvin to integrate my accounts?
A. No, admin access in Marvin is not required to import Zendesk tickets. You could also be a Note Taker or Contributor.
Q. How do I unlink my Zendesk account from Marvin?
A. Select "Disconnect" under Zendesk in the Integrations tab.
Q. Can I select specific tickets to import from Zendesk?
A. Marvin imports all the tickets and you cannot filter tickets at the moment.