The Zendesk platform lets you connect and understand all your customer data wherever it lives. The custom data layer is not associated with any Zendesk product, though you can model relationships with certain native objects like tickets and users.
The custom data APIs consist of the following:
Custom Objects API
Use the Custom Objects API to model, store, and retrieve objects that are not native to Zendesk. The data is stored in the Amazon AWS infrastructure. Custom objects can be almost anything, including products, orders, devices, and warranties.
To get started with custom objects, see the following resources:
Events API
Use the Events API to build a timeline of your customers' interactions from any source. Events can be any programmatic event, including purchase transactions, website visits, or customer service interactions.
To get started with events, see:
Profiles API
Use the Profiles API to create a single view of each of your customers across applications or systems.
To get started with profiles, see:
4 Comments
¿Si tengo una BD externa de clientes con diferentes atributos, puedo usar Sunshine para integrar esa información con los tickets?
gracias
Hi Miriam -- I'm going to answer in English -- I hope that's OK.
Sunshine is a collection of features that can help create tighter integrations with external systems.
Sunshine Custom Objects is a "database as a service" feature and allows you to define various record types and schema to store data (which very well could be synchronized with an external system).
Another feature is Sunshine Profiles, which allows you to extend Zendesk User records with additional information that's tied to an external system.
I would also review Integrating with Zendesk for more integration options.
I hope this gives additional resources to look at. If I can clarify anything, please post back!
Hi There, I'm pretty new with Zendesk and trying to find out if Sunshine is the answer to my questions.
My goal with Zendesk is to be able to get information from my backend [**** Spring boot applications -microservices- different data sources, Mysql, Neo4J and Mongodb *****] into Zendesk (realtime) using my APIs for our call center Reps to see relevant information every time a customer contacts us. Below some goals.
Can someone please point me in the right direction here ?, I haven't had luck with support so far. Any help would be much appreciated. Thanks
(other community members, please share your experiences as well!)
Hi Hector.
As mentioned above, Sunshine is an umbrella term that contains a number of platform features.
The "Custom Objects" feature, in its simplest form, is a database-as-a-service type feature. It lets you extend the ticket and user data models with your own data. A much more advanced approach versus using, say, ticket or user custom fields. It basically allows you to store your external system's data inside Zendesk.
The "Profiles & Events" feature lets you tie "event" type data to profiles that map to various external systems (this is also a very simplified description).
For your scenarios above, however, my take is that you want to pull in additional information from a service you control and display that in the agent's Zendesk Support UI. You want to keep the data external, just pull it into Zendesk to help give the agent context around the ticket. For this, the Zendesk Apps framework may be your best bet. It allows custom UI extensions to be placed inside the Support interface. The custom extensions (known as "apps") can run custom code can make requests and get responses from external services. The response data can then be displayed by the app.
Here are some resources to investigate:
Develop for Zendesk Support
Zendesk Apps Tutorial Part 1, Part 2, Part 3, Part 4, Part 5
How Apps framework client.request works
JavaScript Promises — a Zendesk Introduction
If you pursue an Apps framework app, the community Zendesk Apps framework (ZAF) topic is a great resource for further questions.
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