Understanding Zendesk Events for Customer Context
What are Zendesk events and how can they be used?
Zendesk events are data points that flow from Zendesk products into customer context, including user profiles and interaction events from Support and Guide. These events help agents see what articles a customer has viewed, preventing repetitive troubleshooting. You can select which events to include in customer context by navigating to 'People' in the Admin Center, then 'Configuration' and 'Events'. Choose the events you want to display in a user's interaction history by checking the 'Show' checkbox.
More related questions
How do I enable Sunshine user profiles and events in Zendesk Admin Center?
To enable Sunshine user profiles and events, you need to access the Admin Center. First, click on 'People' in the sidebar, then select 'Configuration' followed by 'Profiles' to enable user profiles. For events, go to 'Configuration' and then 'Event…
How can I select event types for customer context in Zendesk?
To select event types for customer context, go to the Admin Center, click 'People' in the sidebar, and select 'Configuration' followed by 'Events'. You can choose between Zendesk events and Custom events. Check the 'Show' checkbox for any event you…
How do I select profile types for customer context in Zendesk?
To select profile types for customer context, navigate to the Admin Center, click 'People' in the sidebar, and choose 'Configuration' followed by 'Profiles'. You'll see a list of profiles you've added. Check the 'Show' checkbox for any profile you…
What are custom events and profiles in Zendesk Sunshine?
Custom events and profiles in Zendesk Sunshine allow you to build a timeline of customer interactions from any source and create a unified view of a customer across all external systems. For instance, you can integrate a customer's Shopify profile…
Can Zendesk events be used to trigger actions or workflows?
Currently, the ability to initiate workflow actions from an event, such as raising a proactive ticket, is on the short-term roadmap for Zendesk. This feature would allow for proactive communication or solutions when certain events occur, enhancing…
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