Zendesk Connector refresh frequency

@dvanable @jeffmancini @mattlesiczka @ben_timmons @marcelo 

Hi all,

Stumbled across this topic and having experienced this issue myself, wanted to share an alternative solution we found which might be music to your ears. 

If you use Salesforce there is a Zendesk app called ‘Zendesk for Salesforce’ that enables a real time ticket sync between Zendesk and Salesforce. Once this is setup it creates a ‘Zendesk Support Ticket’ object in Salesforce and this is updated when new tickets come in. We report on this object in GS and add the report to the C360 to provide a real time view of Zendesk Support Ticket issues for our Gainsight users. It also has a lookup to the account object which means you can report on support tickets in Gainsight using account level data, which the MDA Zendesk object doesn’t allow. 

Hope this helps!

@faelan_herriott thank you, will check it out! 

I’m also going to formally switch this post to an Idea (feature request) post.

I just ran into the same limitation with the Zendesk connector on Gainsight NXT. Basically the first sentence in marcelos post is exactly the feedback I got from my team as well

Right now the Zendesk connector only refreshes data once a day which is good to get a basic idea on what is going on with our accounts, but not enough to be up to date with what is going on with our Support team.

Is there any update on this, other than using the Salesforce <> Zendesk integration as a workaround? (Which is something I’d rather avoid for a couple of unrelated reasons.)

The goal of Gainsight is to collect data from multiple sources related to the customer and present to the CSM so that decisions, choices, and conversations can be had with a 360 view.  But, with such an infrequent update to Zendesk activity, the CSM has no accurate status regarding outstanding tickets and troubles.  Thus, we must leave Gainsight and jump to the source system just to see how many tickets they have and what steps should be taken.  

We should have a choice in how often to run the Zendesk integration, whether it be near-real-time, every 2 hours, or whatever.  This is a significant miss in the overall approach to a 360 view. 

This update would be amazing. In order to resync it, I currently turn off the sync entirely and turn it on again, Google the time conversion to UTC and put it for a few minutes from now. It’s super frustrating, especially when troubleshooting, and considering that Zendesk is so real time and our support team’s SLA is 8 hours, near real-time visibility is crucial. 

Zendesk sync logs are another component I would love to see on this. 

Hello. Thank you for your inputs. The new Zendesk connector resolves this problem by allowing hourly sync. The documentation can be found here: https://support.gainsight.com/Gainsight_NXT/Connectors_(Horizon_Experience)/Support_Systems/Zendesk_Connector.