Zendesk Connector refresh frequency

Hi Marcelo, 

Currently, there is no way to change the sync frequency. What frequency of updates would you need to be able to be up to date with what is going on with your Support team? Real-time, once every 2 hours, etc...?

On a separate but related topic - 
1) What would you like to know about your support team? 
2) How else would a more frequent sync help you?
3) How and when would you act on it?

Thanks, 
Sidhu

Sidhu,

Ideally it would be real time, but if we could get it to run once an hour I think it would cover the basic requirements. The reason for this (and to answer your questions):

- Our CSMs do not handle any commercial aspects for the account, but they are responsible to be the liaison between the customer and our different technical internal teams. 
- Having an up to date feed from ZD will help CSMs when providing our weekly report which we review with customer to assess, among other things, current status of their support tickets
- When an urgent ticket is filed, the CSM is responsible for coordinating all activities till the issue is either resolved or case priority is lowered, which required the CSM to be alerted as well as made aware of the latest status
- Support Management dashboards held within GS require up to date information on current escalated, urgent and high tickets. A daily snapshot won't support this effort.
- We would want specific CTAs and outreaches to be triggered based on specific events logged in ZenDesk.

Let me know if this helps in understanding the requirement. Thanks for your help!

Marcelo

Very helpful in understanding the requirements better. Thank you!

Sidhu, are there any plans on incorporating this functionality into the connector?

Sidhu: any updates on this? Are you guys considering this?

Just wanted to bump this as it came up in support today. Are there any plans to allow for a more frequent Zendesk ticket sync?

Hi Alex,

We have this request on the backlog for future enhancements. No ETA at this time.

It seems to me this should be a pretty high priority item considering the impact customers' interaction with support has on their health and status. I currently integrate with Zendesk however the only once a day sync is not nearly enough for me to rely on the data within GS. If the frequency of these pulls were to improve it would 100% increase my and my teams use of the product. I'm sure this is the case for others out there considering how many people work with both Zendesk and GS. Thanks and happy to talk to anyone if they want more info from me!

Hi Marcelo,

Thanks for sharing this feedback. We do have this enhancement on our backlog for enhancements for our Zendesk integration. No specific ETA at this time.

+1 for this request