Setting up the Sunshine Guide Events app (EAP)
Note: The Sunshine Guide Events app is currently in an Early Access Program (EAP). You're welcome to try it out, and we'd love your feedback. You can sign up for the EAP here.
With the Sunshine Guide Events app for Zendesk Support, agents can see which Guide articles a customer has read before they filed a ticket, preventing agents from recommending articles that customers have already seen. For instructions on installing the Sunshine Guide Events app, see Introducing the Sunshine Guide Events app (EAP). This article describes how you can include Guide events in the Sunshine Guide Events app.
For information about setting up Guide, see Getting started with Guide: Setting up.
The article includes the following sections:
- Adding the Sunshine Guide Events app in Admin Center
- Selecting the event types to include
- Viewing the Guide events for the ticket requester in the app
Related articles and announcements
- Introducing the Sunshine Guide Events app (EAP)
- Adding Sunshine user profiles and events to customer context in a ticket (EAP)
Adding the Sunshine Guide Events app in Admin Center
Once the Guide Events app is installed in your Zendesk Support instance, you can enable Sunshine Events, and select which events to include in the app. You must enable the Zendesk events in Admin Center to support Sunshine Events. With Zendesk events, data flows from Zendesk products into Sunshine events and profiles. This data includes user profiles and certain interaction events from Support, Guide, and Talk.
To enable Zendesk Events
- In any product, click the Zendesk Products icon (
) in the top bar, then select Admin Center. - Click the Sunshine icon (
) in the left sidebar, then click Sunshine features. - Select the Zendesk events source to enable it if not already enabled.
Selecting the event types to include
After you’ve added the Sunshine Guide Events app, select which types of events to include. After you’ve enabled the events, it might take a while before they appear in the Apps interface.
The Sunshine Guide Events app includes the following Guide events:
| Guide event type | Description |
|---|---|
| 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 dropdown 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 an article that the user viewed via the Help Center or Mobile SDK. |
| call_ended | Details about a phone call with the user that ended. |
| call_started | Details about a phone call with the user that started. |
| community_post_viewed | The title of a Community post that the user viewed. |
| community_search_result_clicked | A search result for a Help Center community post that the user clicked. |
| custom_field_changed | A custom field that changed in the user's profile. |
| help_center_searched | An article search entered by the user using the search bar in the Help Center or Mobile SDK. |
| identity_created | Details about when the user identity was created. |
| identity_changed | An identity change for the user. |
| name_changed | A name change for the user. |
| suggested_article_clicked | The title of a suggested article the user clicked while submitting a Support request. |
| support_request_made | A Support request that the user submitted. |
| support_request_viewed | A Support request that the user viewed. |
To select the event types to include
- In any product, click the Zendesk Products icon (
) in the top bar, then select Admin Center. - Click the Sunshine icon (
) in the left sidebar, then click Events.
A list of events you’ve added to Admin Center appears.
- Click the Show checkbox for each of the Guide events you want to include in the Sunshine Guide Events app.
The example image shows adding a number of the Guide events.
- When you are finished, click Save.
When a Guide event occurs, it appears in the Sunshine Guide Events app under the Apps section of a ticket.
Viewing the Guide events for the ticket requester in the app
After you’ve selected the events to include, you can view the events within a ticket. The ticket shows which guide events are associated with the ticket requester.
To view the events
- In the ticket, select Apps from the upper-right toolbar.
- Expand Sunshine Guide events and review the events displayed.
Events are displayed chronologically with the most recent events at top.
Click the refresh icon (
). in the Sunshine Guide events panel to display the latest Guide events in the app.
-
The Sunshine Guide events app is not showing up for me. How do I add it? I don't see it in the marketplace.
-
Hello Denielle Barcelona,
You can sign up and begin your experience with Sunshine on the Sunshine page withing our Product website. This is currently not located within the Zendesk Marketplace.
Announcing General Availability of Sunshine Unified Profiles and Custom Events
Best regards.
-
Hello Devan - Community Manager
I asked for an EAP access to the Sunshine Guide events app but i don't receive any answer ?
How can I have access ? -
Hello Sophie Maini-Gastou,
If you've already requested access to this EAP via our sign-up doc and not received a response, that usually means the EAP is at capacity and currently not accepting more users. I'll reach out to our product team for you, but if you haven't filled out the forum I linked, I would suggest starting there.
Best regards.
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