This article describes how to enrich conversations in Zendesk QA by sending additional data via API. This can be useful when your help desk integration does not expose all the necessary fields, or the data might not even live in your help desk. By sending data to our API, Zendesk QA will associate this metadata with the right conversation and its messages, displaying them directly within Zendesk QA.

Admins and Account Managers can set up an API connection in Zendesk QA

This article contains the following sections:

  • Preparing to send data
  • Sending data

Preparing to send data

To enrich conversations with additional data, you need the following:

  • API token of your Custom Integration. Refer to our article on setting up a Custom Integration to obtain your token.
  • Connection ID. Navigate to Settings > Connections, find your connection, and open the connection's Settings modal via the cogwheel icon (⚙️). The connection ID is listed under the title.
  • External ID of the conversation and its message that you want to enrich. This is the ID of the conversation inside your help desk.

Sending data

To send additional data, such as CSAT scores and comments, follow these steps:

To send additional data via API

  1. Prepare the API token, connection ID, and external conversation ID.
  2. Send a POST request to the following endpoint:
POST https://events.pub.klausapp.com/capture/integration/klaus-csat/token/<connection-id>

{
  "ticket_id": "<conversation-id>",
  "message_id": "<message-id>", # optional
  "csat": {
    "score": 10,
    "comment": "Great service"
  }
}
Note: Authenticate your request with the API token as a Bearer token in the Authorization header.

If you send only the ticket_id, Zendesk QA will show the CSAT score (and/or message) in the conversation details section:

Example result

Here is an example of what the enriched conversation will look like:

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