As an Admin or Super Admin, you can independently configure the Zendesk integration within your Level AI instance. This is a self-service option and eliminates the need to contact your Level AI Technical Account Managers (TAMs) for initial setup.

(A) Initiating the Zendesk Integration

1. In the left navigation bar, click Settings > click Integrations.

2. Locate the Zendesk integration option among the available integrations and click it to initiate integration.
   

   

(B) Connecting Zendesk to your Level AI Instance

3. Enter the subdomain of your Zendesk account (e.g.,yourcompany.zendesk.com) and click Connect to Zendesk.
   

   

4. You will be redirected to your Zendesk login page. Your Zendesk login page might appear different from the example shown, depending on your specific Zendesk configuration.

   

5. Sign in with an account that has Zendesk Administrator permissions so that data can be imported into your Level AI instance. After logging in, you'll see a permission to connect request. Click Allow.

   

6. You will be redirected back to the Level AI platform and your Zendesk account will be displayed under Enabled Accounts, indicating a successful authentication.

   

(C) Selecting and Configuring Import Channels

Under Enabled Accounts, click the More Options button (︙) >  Configure.

(D) Configuring Data Ingestion Parameters

Level AI provides several parameters to filter and refine the data ingested from Zendesk. These configurations allow you to focus on the most relevant data for your analysis. The following configuration options are available:

(i) Channels: Select the channels for which you want to import data
- Email: Includes Zendesk Email, Web, API
- Chat: Includes Zendesk Live Chat, Messaging
- Call: Includes Zendesk Voice Calls

(ii) Data Filtering: Refine imports by Tag name, Group Name, Brand Name, or Form Name.
(iii) Comment Flow Control: Enable or disable the ingestion of Bot, Admin, and Private comments associated with your Zendesk interactions.
(iv) Metadata Exclusion: Use the text field to exclude unwanted metadata. This helps in focusing on relevant data.
(v) Redaction and Booster Words: You can enable and manage the Redaction and Booster words features for your imported data. This allows for sensitive data masking and highlighting of critical terms, enabling better compliance and transcription accuracy.

After configuring your preferences, click Next to proceed.

(E) Importing Sample Data for Verification

Before fully enabling the integration, it is highly recommended to import a sample of your Zendesk data into Level AI. This allows you to verify your configured filters and ensure the data is being ingested as expected.

• You can choose to import data from the last 6, 12, or 24 hours.

• Allow approximately 15-30 minutes for the sample conversations to load into Level AI. 

(F) Reviewing and Enabling the Integration

1. Once the sample data has been imported, carefully review each item in the provided checklist to confirm the accuracy of your configurations and the flow of conversations. Click the corresponding help icon for for detailed instructions and screenshots.

2. After you have thoroughly verified the sample data and are confident in your configurations, mark all the checkboxes in the checklist and click Enable to activate your Zendesk integration.

3. In the dialog box that appears, click Enable to finalize your integration.

(G) Editing Integration Configurations

Pausing the Data Pipeline

You can temporarily halt data ingestion from Zendesk to Level AI at any time.

1. Under Enabled Accounts, click the More Options button (︙) >  click Pause.

2. Confirm the action in the dialog box that appears.

3. The account status under Connected Accounts will update to indicate that the pipeline is paused.

Disconnecting the Account

If you no longer wish to continue with a specific Zendesk account for importing data into Level AI, you can disconnect it.

1. Under Enabled Accounts, click the More Options button (︙) > click Disconnect.
   

   

2. Confirm the action in the dialog box that appears.

3. The pipeline will be disconnected, and the account will be removed from Enabled Accounts and Connected Accounts.

Renaming the Account

You can easily rename your connected Zendesk account for better organization.

1. Under Enabled Accounts, click the More Options button (︙) > click Rename.

2. Enter the desired new name for the account in the provided field. The account will now display its new name.

Connecting New Zendesk Accounts to Level AI

You can integrate multiple Zendesk accounts with your Level AI instance:

1. In the Zendesk Integration page, click New Account.

2. In the popup that appears, enter the subdomain of the new Zendesk account you wish to connect, then click Connect to Zendesk.
   

   

3. Continue by following the authentication steps outlined here.

Channel Mapping from Zendesk to Level AI

It's important to understand how Zendesk channels map to Level AI channels for accurate data representation. The channels selected during configuration are those within Level AI.

Frequently Asked Questions (FAQs)

Q: What are the most frequently used configuration options in the Zendesk self-serve integration?
A: Users commonly configure the integration to:
- Filter tickets by Tag name, Group name, Brand name, or Form name.
- Enable/disable data flow for Bot, Admin, and Private comments.
- Exclude unwanted metadata from import.
- Enable Redaction and Booster words for better analysis.
- Select channels such as Email, Chat, and Call for import based on predefined mappings.

Q: How often is data imported from Zendesk to Level AI?
A: The integration supports data import once every hour. This ensures near real-time visibility of your data without overloading the system.

Q: Can historical Zendesk ticket data be pulled through the self-serve interface?
A: No, historical data pull is not supported in the self-serve setup. For historical imports, please contact your Technical Account Manager or the Level AI support team for assistance.

Q: If I edit my existing zendesk integration, how will it affect my data ingestion?
A: The changes you make to your zendesk integration will only affect newly imported data; your existing data in Level AI will remain unchanged.

Q: I use Zendesk in other languages too. Will I be able to import these into my Level AI instance?
A: The self-serve UI currently does not support language-based filtering. If you have language -specific requirements, please raise a support ticket.