What is the benefit of integrating my Zendesk account with Marvin?
Support tickets are a great way to gauge customer experience and gather feedback. Marvin can help you turn this passive data into actionable insights for your work.
Marvin integrates seamlessly with Zendesk accounts to import tickets and give you the tools to annotate the data.
The Zendesk integration is available for all Admins, Contributors, and Collaborators on Enterprise plans. You may connect your account if you have Agent or Admin access on Zendesk.
How do I integrate my Zendesk account?
To connect your Zendesk and Marvin accounts, head to the Integrations page from Settings in the navigation menu.
Click Connect for the Zendesk tile.
Enter your Zendesk subdomain and click Connect to proceed.
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 support tickets
Once the accounts are connected, you can begin your import. Head to the project in Marvin where you want to store your tickets. Inside the project, select Add new files > Support tickets > Import Zendesk tickets.
Marvin will take a few moments to setup the import and pre-map fields correctly before you bring in your tickets.
On the setup is complete, you'll must decide if you want to include the customer name and email when you import 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 click Proceed, Marvin will import the name and email with tickets. If you need to mask customer data to comply with privacy restrictions, select Keep customers anonymous.
You must decide if you want to add details of these customers to your Research Panel. This can help you build your database and track other interactions. You can also use Zendesk customer data as filters on Ask AI.
Select Add to Panel to import customer details during the import. Or choose to Do it later from the file.
Marvin will begin the import immediately after this step. For your first import, you can retrieve the 5,000 most recent support tickets. If you have more than 5,000 tickets at this time, the remainder will not be imported. If you still need to bring them in, you could import them in a CSV file.
For subsequent imports, Marvin will fetch tickets that have been added since the last sync.
It may take several minutes to bring in all the tickets. You can navigate away from the tab while the task runs in the background. Once the import is complete, you'll see confirmation on the screen. You can open the file from the confirmation page.
If you closed the tab, you'll find the imported support tickets in the Files tab in your project.
After this initial import, you can choose to automatically fetch new tickets. Marvin will update the data once a day. You can also trigger the import yourself at any time by selecting "Import new responses".
You may disable automatic syncing at any point.
Viewing support tickets in Marvin
You can view tickets from the Zendesk file in your project. You can access details such as the date, customer name, folder, and details of the ticket.
Marvin offers three views for you to evaluate all the data:
Summary
In this view, all responses will be grouped by question. For example, you’ll be able to see all requests by customers or all tags in one tab. Click on each question to see the responses.
This view is helpful when you’re evaluating a specific metric, such as customer satisfaction or most common issues.
Use filters to drill down to specific information. Select the dropdown Filter responses by and click Apply once you’ve checked all the relevant filters.
Marvin will automatically detect whether objective questions are single choice, multiple choice, NPS or ranking. In case you need to change the categorization, you can do so from the drop down menu.
Choose whether you want to visualize the data as a pie chart or bar graph, or listed as raw data.
Individual Respondents
In this tab, you'll see a separate entry for each conversation. This is the best way to read and track all the responses for each support ticket.
Conversations
Under the Conversations tab, you’ll see responses grouped by customer. You’ll be able to read all the responses as a conversation. This is useful to track sentiment at a customer level.
Analyze support tickets
You can analyze your support data in a few different ways:
Within the file, you can run Use Ask AI to ask specific questions about your support tickets. You can ask Marvin to spot trends, ask about specific customers or focus on certain types of queries. Use filters to add context and find more detailed results.
Each support ticket is imported a note into Marvin. This helps you run thematic analysis, analyze specific tickets together, and combine it with the other data in your project to find insights. To do this, head to the Analyze notes tab.
To analyze just support tickets, select Analyze by Files and select Zendesk support tickets. You may also Analyze by Notes to synthesise insights along with the rest of your project data.
You can learn more about analyzing notes in our help center article.
FAQs
Q. Can I integrate with Zendesk on a Free or Standard plan?
A. No. You must be on an Enterprise plan and be an Admin, Contributor, or Collaborator to connect Zendesk and import tickets.
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 Contributor or Collaborator.
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 new tickets, and you cannot import specific tickets at the moment.