As part of the connection to Zendesk, you can enable Read Tickets (refer to Connecting to your Zendesk Help Center and Authorizing). This can also be enabled after the initial connection using the Reauthorize function (refer to Reauthorizing or Disconnecting Help Center Manager).
In this Article
Overview of Enabling Read Tickets
Helpdesk Tickets and Self-Service Score
Enabling and Authorizing Read Tickets when you First Connect a Help Center
Reauthorizing with Read Tickets
Read Tickets for Additional Help Centers
Overview of Enabling Read Tickets
Help Center Analytics uses your Zendesk Helpdesk data to compare ticket volumes in the Helpdesk to the article visits in the Help Center, in the selected period. This offers a way to measure the success of your Help Center and, ideally, the more customers who visit the Help Center the fewer new tickets are created.
When Read Tickets is enabled, Help Center Analytics loads some of the data on the tickets from your Zendesk Helpdesk. The Read Tickets count shows the number of new tickets in the Helpdesk, for the selected period. This includes ALL tickets, which includes new and existing, solved and unsolved tickets. The time is based on the creation date of each ticket, so you will see a count of all tickets created in the selected time period.
The Read Tickets count shows as an overall total on the Analytics Performance Overview. Refer to Analytics Performance Overview.
When Read Tickets is enabled, when tickets have been created immediately after visiting an article, links can be included in the Article Metrics to the Zendesk profiles for any visitors that are signed in to the Help Center. Refer to Displaying Article Metrics for a Specific Article and the Visitor's Journey.
When Read Tickets is enabled, Help Center Analytics can also identify the Zendesk user associated with a visitor, providing that visitor was signed in to the Zendesk Help Center.
- Where the visitor was not a signed in user, this displays as "Anonymous".
- Where the visitor was a signed in user, without any permissions in Zendesk, this shows "End User"
- For a member of staff, this shows the visitor's role as held in Zendesk. This shows as either "Manager" or "Agent".
Help Center Analytics reads and stores a small number of standard, non-sensitive fields for each Zendesk ticket and user. These are the fields such as Ticket Id, User Id and Anonymized User Email Hash which is an anonymized identifier that cannot reveal any Personally identifiable information (PII) about the user.
For more information on how Swifteq accesses and stores your Zendesk data, refer to the following page on the Swifteq website Data Processing Policy.
Helpdesk Tickets and Self-Service Score
In the Analytics Performance Overview tab, a metric is calculated and tracked automatically for any period and shows in the Self-Service Score. Refer to Analytics Performance Overview.
The Self-Service Score is calculated as a ratio of how many people visit the Help Center for each new ticket created in your Helpdesk. You can read more about it in this Zendesk article Getting started with self-service - Part 6: Tracking essential self-service metrics.
If Help Center Manager is not authorized to access the Zendesk tickets for this Help Center, in the Analytics Performance Overview tab the Helpdesk Tickets and Self-Service Score show as "NA" (refer to Analytics Performance Overview).
Enabling and Authorizing Read Tickets when you First Connect a Help Center
Read Tickets can be enabled when you first connect and authorize a Help Center. Refer to Connecting to your Zendesk Help Center and Authorizing.
Reauthorizing with Read Tickets
If Read Tickets has not been authorized initially, this can be done at any later time. Information on any new tickets are loaded into Help Center Analytics from that point onwards. This also loads the information on the tickets that have been created in the last 7 days.
- In the Analytics Performance Overview tab, click the heading for either Helpdesk Tickets or Self-Service Score.
The following pop-up displays. - Click the here link to display the Connect to Zendesk Support. This has Read Tickets selected.
- Enter the URL for your Zendesk Help Center. This will always end in ".zendesk.com".
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Click Authorize in Zendesk Support
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You are prompted to Sign in to Zendesk.
When reauthorizing, you can sign in as a different user to the user who initially did the authorization, as long as this user has permission to read both the Zendesk Help Center and the ticketing data. -
When Read Tickets is selected, Help Center Analytics also needs the permission to read the tickets and user data and the following screen displays.
- Click Allow. Help Center Manager updates and reloads.
When Read Tickets is enabled, the tickets that have been created in the last 7 days are loaded into Help Center Analytics.
You can alternatively reauthorize and enable Read Tickets from the Helpdesk Authorization (refer to Reauthorizing or Disconnecting Help Center Manager).
Read Tickets for Additional Help Centers
When the connection is initially authorized, or reauthorized, and Read Tickets is enabled, the Helpdesk tickets (and the associated features of the Self-Service Score and the link to visitor profiles) is enabled for all the Help Centers in that Zendesk account. When adding a Help Center, there is no need to reauthorize the connection in order to enable Read Tickets.
If Read Tickets has not initially been enabled, when you reauthorize and enable Read Tickets, this then loads the new tickets as part of the Sync (refer to Reauthorizing or Disconnecting Help Center Manager).