Zendesk Platform: Insights to Connect and Protect Data Zendesk Community Event Summary Article

In our recent event, we explored how the Zendesk Platform can revolutionize your customer and employee service experience. Attendees discovered essential features that securely connect business and employee data across systems, optimizing workflows for both employees and agents. The session included live demos showcasing these powerful tools in action! 💼✨

Event Highlights:

🚀 *Fast, Personalized Employee Service with Workday Integration:* Learn how to easily access employee information and boost HR agent productivity through centralized employee data.
📊 *Data Exporter for Comprehensive Insights:* Understand how to unify service and business data by seamlessly exporting Zendesk data to your analytics tool of choice.
🔒 *Managing Multiple Departments with Department Spaces:* Discover how to protect data privacy by ensuring agents only view data assigned to their specific departments.

This interactive session provided attendees with the opportunity to ask questions directly to our experts, who shared insights tailored to their needs. 🤝💡

Event Recording

Q&A Summary 

How should I build an Explore Dashboard for the first time?

1. Utilize Dashboard Restrictions: Start by implementing dashboard restrictions. This allows you to tailor a single dashboard to meet the needs of various user groups, ensuring that each audience sees the most relevant data.
2. Design Your Dashboard with Ease: Our user-friendly drag-and-drop interface makes it simple to design your dashboard. We recommend placing your most important Key Performance Indicators (KPIs) at the top to ensure they are easily accessible and visible.
3. Organize Data with Dashboard Tabs: If your dashboard contains a wealth of valuable data, but you're experiencing information overload, consider using dashboard tabs. This feature allows you to categorize data by business needs, such as segment, location, team, and more, making it easier for users to find the information they need.
4. Share with Key Stakeholders: Don't forget to share your dashboard with key stakeholders, whether it's for a one-time review or on a recurring basis. This ensures that everyone stays informed and aligned with the data presented.
5. Monitor Dashboard Usage: Finally, utilize dashboard views to gain insights into which dashboards are actively being used by your team. This information can help you refine your dashboards further and ensure they continue to meet user needs.

What are the API rate limits involved (if any) for the Workday integration?

Currently, there are no strict limits in place; however, as we begin exploring custom objects, this may become a more relevant consideration.

Can Department Spaces be used for Employee Service use cases?

Absolutely, as HR and IT buyers are the two key personas for this feature. Key use cases for Employee Service using Department Spaces are employee onboarding and lifecycle management (HR), secure routing of service requests (IT), and case management (Legal Ops).

Are we able to restrict users’ departments within Explore?

This is still in discovery with no product timeline to share quite yet.

If an agent is restricted to a particular department and they get a ticket, will this ticket be automatically set to their department?

Upon activation, all agents are set to all departments. Once an agent is restricted to a department, tickets will then follow the normal flow. An agent can only access a ticket if it is within their department.

Will agents with team member management permissions be allowed to change the agent department memberships?

Yes, they will be allowed to change the agent department memberships!

What can I do to prevent exceeding export limits?

• Currently, export limits are limited 14 active recurring exports and 7 one-time exports per month.
• In order to stay below the limit, you can always delete exports once you’re finished with them.
• In the future, we’ll increase the limits when we add more datasets.

What time periods can I export data in?

Here are the following time periods you can export in the following ranges:

• • Last 24 hours
  • Last 7 days
  • Last 30 days
  • Last 3 months
  • Last 6 months
  • Last 12 months

Who has access to the data exporter?

Explore admins will have access. These permissions are set in the admin center, the user needs to have “manage access” permissions in order to have access to the data exporter. This is because, the users who have full access to explore have access to all data, so this translates to the ability to export entire datasets.

Is there a list of other suppliers Zendesk is working with, for similar integrations to this that can be shared?

 A majority of our 'plug and play' integration similar to Workday can be found on our Marketplace.

Resources: Zendesk Marketplace

For the Dataset exports, is it possible to use an API to export?

This is a good question. There is no API access to the dataset exports yet. However, this will be the next natural step we need to work on.

How does the Workday integration improve ticket resolution times in Zendesk?

In several ways! Most of the decrease will be a result of eliminating the swivel-chair that might occur between Zendesk and Workday. Although the specific attributes pulled from Workday won't be available within Triggers, etc. initially, there is a lot of value in 'time savings' that agents might spend looking up requester details in Workday.

Can agent department memberships be set or controlled via the Okta connection?

Currently we have have the ability to update the agent's department memberships via users API through create or update endpoint. Upon creation, agents will be assigned to all departments and that can be updated later. We are also in the discovery phase for allowing admins to chose whether or not agents should be assigned to all brands when they are created.

Event Resources

Presentation link
Event recording