Adding Sunshine user profiles and events to customer context in a ticket

Note: Zendesk events for Guide are natively available in customer context, but the Zendesk events for Support and Talk are currently available as part of an Early Access Program (EAP). You're welcome to try it out, and we'd love your feedback. Follow the steps below to try out Zendesk events.

With Sunshine user profiles and events, you can add additional information to the customer context that agents see in a ticket. This article describes how an administrator can select Sunshine user profiles and events in Admin Center and include them in the customer context interface.

The article includes the following sections:

• Enabling Sunshine user profiles and events in Admin Center
• Selecting event types for customer context
• Selecting profile types for customer context
• Zendesk events

Related articles

• Viewing customer context in a ticket

Enabling Sunshine user profiles and events in Admin Center

First you enable user profiles and events in Admin Center, 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 help center, 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 the Sunshine API, 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 example, you can include a customer's Shopify profile and interactions as part of the customer context.

To 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.

   For more information, see Getting started with Sunshine profiles.

3. Save your changes.

To 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. In Admin Center, click the People icon () in the sidebar, then select Configuration > Events.
4. To enable data coming from the Events API, click Get started.

   For more information, see Getting started with Sunshine events.

5. Save your changes.

Selecting event types for customer context

You can select which types of events to include in customer context.

To select an event type

1. In Admin Center, click the People icon () in the sidebar, then select Configuration > Events.
2. Select the Zendesk events tab to see activities that occur within a Zendesk product or Custom events tab to see activities that occur outside Zendesk products. A list of events you’ve added to Admin Center appears.

   For example, if you enabled Zendesk events, the list might look like the following. See Zendesk events for details.

   

   If you enabled the Events and profiles API and added custom events, the list might look like the following.

   

3. Click the Show checkbox for any event you want to include in a user's interaction history.
4. Save your changes.

When an event of this type occurs in an application, it appears in the customer’s interaction history. For more information, see Viewing customer context in a ticket.

Selecting profile types for customer context

After you’ve added Sunshine user profiles and events, select which profiles to include in customer context.

To select a profile type

1. In Admin Center, click the People icon () in the sidebar, then select Configuration > Profiles.

   A list of profiles you’ve added to Admin Center appears.

   For example, if you enabled the Profiles API and added custom profiles, the list might look like the following.

   

2. Click the Show checkbox for any profile you want to include in a user's customer context.
3. Save your changes.

The profile fields you choose to show appear in the customer’s essentials card. For more information, see Viewing customer context in a ticket.

Zendesk events

This section shows the Zendesk events you can include in customer context. When an event of this type occurs in Zendesk, it appears in the customer’s interaction history.

	Event type	Description
Natively supported	answers_suggested	The articles automatically suggested to the user when they filed a request.
	article_instant_search_result_clicked	An article link in the Help Center that the user clicked in the drop-down search results.
	article_search_result_clicked	An article link in the Help Center that the user clicked in the search results.
	article_viewed	The title of a Help Center article that the user viewed.
	help_center_searched	A Help Center search entered by the user using the search bar.
	suggested_article_clicked	The title of a suggested article the user clicked while submitting a Support request.
EAP	call.ended	Details about a phone call with the user that ended. (EAP)
	call.started	Details about a phone call with the user that started. (EAP)
	community_post_viewed	The title of a Community post that the user viewed. (EAP)
	community_search_result_clicked	A search result for a Help Center community post that the user clicked. (EAP)
	custom_field_changed	A custom field that changed in the user's profile. (EAP)
	identity_created	Details about when the user identity was created. (EAP)
	identity_changed	An identity change for the user. (EAP)
	name_changed	A name change for the user. (EAP)
	support_request_made	A Support request that the user submitted. (EAP)
	support_request_viewed	A Support request that the user viewed. (EAP)