Zendesk Connector refresh frequency

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  • Updated 7 months ago
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Right now the Zendesk connector only refreshes data once a day which is good to get a basic idea on what is going on with our accounts, but not enough to be up to date with what is going on with our Support team. Is there any way to increase the frequency of refresh for the ZenDesk connector? This is something that almost everyone we introduce Gainsight to within our company asks and once we tell them it is currently once a day is kind of a let down.

Thanks!

Marcelo
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Marcelo, Champion

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Posted 1 year ago

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Sidhu, Employee

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Hi Marcelo, 

Currently, there is no way to change the sync frequency. What frequency of updates would you need to be able to be up to date with what is going on with your Support team? Real-time, once every 2 hours, etc...?

On a separate but related topic - 
1) What would you like to know about your support team? 
2) How else would a more frequent sync help you?
3) How and when would you act on it?

Thanks, 
Sidhu
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Marcelo, Champion

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Sidhu,

Ideally it would be real time, but if we could get it to run once an hour I think it would cover the basic requirements. The reason for this (and to answer your questions):

- Our CSMs do not handle any commercial aspects for the account, but they are responsible to be the liaison between the customer and our different technical internal teams. 
- Having an up to date feed from ZD will help CSMs when providing our weekly report which we review with customer to assess, among other things, current status of their support tickets
- When an urgent ticket is filed, the CSM is responsible for coordinating all activities till the issue is either resolved or case priority is lowered, which required the CSM to be alerted as well as made aware of the latest status
- Support Management dashboards held within GS require up to date information on current escalated, urgent and high tickets. A daily snapshot won't support this effort.
- We would want specific CTAs and outreaches to be triggered based on specific events logged in ZenDesk.

Let me know if this helps in understanding the requirement. Thanks for your help!

Marcelo
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Sidhu, Employee

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Very helpful in understanding the requirements better. Thank you!
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Marcelo, Champion

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Sidhu, are there any plans on incorporating this functionality into the connector?
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Marcelo, Champion

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Sidhu: any updates on this? Are you guys considering this?