Zendesk Healthscore based on last ticket created

  • 22 October 2020
  • 1 reply

Userlevel 3

Hi everyone -

We are starting to build out health scoring for engagement.  One thing we wanted to track was how long it’s been since the last ticket was created, and use scoring.  We are using Zendesk, and the Zendesk object to do this.

I’m encountering an issue with the rule to populate the score since there is no last ticket created field. 

Any advice would be appreciated! 


Best answer by spencer_engel 22 October 2020, 19:05

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Userlevel 7
Badge +1

Hi @Justin Bills - you’ll need to have two datasets - one with all your customers, then the second with your Zendesk info. Merge the Zendesk tickets into the all customers dataset (presumably on your Account/Company ID). That way you won’t be leaving out any customers that have submitted zero tickets. Let me know if you have any questions.