Connecting to Zendesk

Randall Berg -

Using Zendesk for your ticketing solution?  Awesome, so do we!  We have Zendesk as a featured integration within our application so you can create dashboards and report.  Here's a quick document to help you get setup with BrightGauge and Zendesk.

 

 

Step 1 - Log in to your BrightGauge Account  

If you haven’t created an account yet, go here to get started.

 

Once logged in, to get started: 

  • New Accounts

On first login, from the account Overview page, click on the "Add a Datasource" button:

Or, from the first "Welcome to BrightGauge" dashboard page, click on the "Connect a Datasource":

 

  • Existing Accounts

From the account Overview page (to access click on the BrightGauge logo on the top left hand corner), click on the green "+" towards the bottom right of the page (next to the list of your exiting datasources):

 

Or, click on "Data" menu on the the top righthand corner of the screen, and select "Datasources" from the drop down menu:

 

Now click on “Add a New Datasource” and then click on the "ZenDesk" icon:

Whether a new account or an existing, clicking on the ZenDesk datasource logo will bring you to the page below.  Keep it open as we'll come back to it in Step 3.

 

 

 

Step 2 - Create an API key in ZenDesk

 Now we need to go to ZenDesk to create an API key. To do this you'll need to be an administrator on your account.  

  1. Login to your ZenDesk account. At the bottom left is a gear icon, click on it to take it to your account settings (#1).

 

  1. In account settings, scroll down to the channel section (#2) and click on the API link (#3)

 

  1. On the API page, make sure to enable the REST API(#4). Once enabled, click on the add token link (#5).

 

  1. Create a name for this API token (#6).

 

  1. A token string is now created (#7). This is what we'll need in Step 3. Note that this API cannot be shown again, so store the credential somewhere safe. If you ever lose it, you'll have to create a new one

 

Now you've created your API token, go back to the page from Step 1 and proceed onto Step 3. 

 

 

Step 3 - Configure Datasource

You'll now need to fill in the appropriate information.

  1. Name - name the datasource.  This can be Zendesk or anything you want
  2. Zendesk URL - when you login to Zendesk, you'll go to *.zendesk.com or you get redirected to that site.  This box is whatever is there instead of the asterisk
  3. Zendesk Username - This should be the username you login as, usually your email address.  Make sure this is associated with an administrator, as agent level users can cause data discrepancies.
  4. Zendesk API Token - This is the API token that you created in Step 2 above.

 

 

 

Step 4 - Test Connection

Once you've filled out all of the fields, make sure to test the connection.  If successful, save the connection.

Please note, a common issue we have seen clients experience is with the "AutoFill" feature in web browsers inputting the wrong the credentials for the database user field. When a test connection is successful, the page is refreshed and the autofill takes effect automatically without the user realizing. The user then selects save, accidentally saving the autofilled credentials which are incorrect. A way to prevent this issue is to open a private browsing window (or incognito window) to fill out the datasource configuration page, or simply retyping the credentials after the test connection and clicking "Save".

Once you’ve saved the connection then the datasets and gauges will be added to your account and they will start syncing immediately.  Initial syncs usually take 20-30 minutes.

 

 Signup for one of our weekly training sessions here to get more familiar with the product as well as check out our support forums at support.brightgauge.com

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