​@BritneyZhou I have an idea but this won’t automatically log Zendesk tickets directly to the Timeline, there’s a middle man that’s needed.

Idea: You could use the Zendesk connector (which pulls in both user and case data from Zendesk) which loads to the User and Case objects respectively. Set up the connector to start syncing this data from Zendesk into Gainsight, and then build a rule that pulls this data from these objects and load it to the Timeline. I believe using the “Load to Activities” action means these entries will be created as automatic milestones, but it could potentially work.

Echo-ing ​@kstim ‘s point!

I’m actually working on a similar workflow to auto-log our 1:Many live attendee data to company and person activity timelines. (get the data to a custom object in Gainsight - run a rule against said custom object).

I have a template I’ve used to build this out & happy to connect/share if you’d like!

Hi ​@mmeagher thanks so much for the offer! I would love to see the template and more details on how you’re doing this! 

hi ​@kstim thanks so much for the reply! Would you be able to elaborate the connector? Is this via Gainsight?

Hi ​@BritneyZhou yes, the connector is through Gainsight. If you search for and click on “Connectors 2.0” in the left mega menu in Gainsight, this will take you to the connectors page I’m referring to. From here, you may need to click the “Create Connection” button top right of your screen (if you don’t already have the Zendesk connection created) then search for the Zendesk connector. You’ll need to input the site address but you should be able to get this from your Zendesk administrator.

Hi ​@kstim! We tried out your method today and it looks like our org did have this setup for a different team. However the information we are able to pull is very limited, the back and forth replies are not visible. Is that also the case for you guys?

​@BritneyZhou (& correct me if I’m wrong ​@kstim )

I believe the connector does not capture ticket comments or this level of data via the OOTB connector. It’ll pull general metadata like subject, description, resolution time, ticket status, etc - but if you’re looking to capture “latest comment” (or something similar) to log to timelines - you’re going down the route of building a custom solution - calling an external API - etc.

​@mmeagher I think you might be right on that! Usage of an API is probably the best solution, as you recommended.