Enabling Zendesk Events Enabling Zendesk Events

Enabling Zendesk Events

Thomas Verschoren Thomas Verschoren

First you enable user profiles and events in Admin Center, and then you select which profiles and events to include in the customer context interface.

To enable user profiles and events in Admin Center, choices are:

  • Zendesk events
    With Zendesk events, data flows from Zendesk products into Sunshine events. This data includes user profiles and certain interaction events from Support, Guide, and Talk. For example, you can give your agents visibility into the articles a customer has viewed on your helpcenter, so agents don't repeat troubleshooting steps a customer has already taken. Note that Guide events are included natively, but Support and Talk events must be enabled.
  • Custom events and profiles
    With our Event Manager Pro app, you can use events to build a timeline of your customers’ interactions from any source and you can use profiles to create a single view of a customer across all of your external systems. 

For our Event Manager Pro app to work you need to enable both Custom Events and Profiles.

    Enable user profiles

    1. In Admin Center, click the People icon () in the sidebar, then select Configuration > Profiles.
    2. To enable data coming from the Profiles API, click Get started.
    3. Save your changes

    Screenshot_2023-02-07_at_09.02.08.png

    Screenshot_2023-03-04_at_09.32.58.png

    Enable user events

    1. In Admin Center, click the People icon () in the sidebar, then select Configuration > Event setup.
    2. To include Zendesk events, check the box for Zendesk events.
    3. To enable data coming from the Events API, click Get started.
    4. Then save the changes

    Screenshot_2023-02-07_at_09.05.35.png

    Screenshot_2023-03-04_at_09.49.52.png

     

    Create a new Event type

    Articles in this section