Tracking Support Ticket Actions with Zendesk and Heap
We’re going to cover how to send your Zendesk ticket data into your Heap account. This allows you to analyze your ticket data alongside your product usage data, surfacing insights on what product areas are generating more tickets for your support team and helps you report on the effectiveness of your customer self-service resources. Three great reasons to send Zendesk ticket data to Heap:Get a more complete view of your user engagement across support, product, and documentation websites. Create reports that let you see how effectively your self-service resources deflect support tickets Analyze which users are likely to generate certain types of tickets and take preemptive actions to address them.The setup for this is really easy and should only take a few minutes.Login to your Zendesk Support instance Click the grid icon in the top right corner, click Admin Center In the left menu, under Apps and integrations, click Webhooks Click Actions > Create Webhooks Define the Webhook settings Name - Any unique name to organize for future reference Endpoint URL - You can get the endpoint URL from the Track documentation on the Heap Developer documentation. At publication time, that URL is https://heapanalytics.com/api/track Request Method - Set to Post Leave Request Format as JSON Leave Authentication as None Click Test Webhook - It may take a few minutes for the post to display in Heap Click Create In the left menu, under Objects and rules, click Triggers Click Add Trigger Define Trigger settings Trigger name - Any unique name to organize for future reference Category - Select a category to organize your Heap trigger Conditions - Define the conditions that must be met to run the trigger. Actions - Select Notify active webhooks > YOUR WEBHOOK NAME (step 5.1) JSON body - Define the JSON body that will be sent to Heap. Go back to the Track documentation and copy the request example app_id - Your unique Heap app instance identity - email address timestamp - timestamp subject - Ticket Subject You can add any other name/value pairs you’d like to send to Heap Click Create Go to Heap to view the events triggered by the Zendesk trigger and webhook There are other options for bringing together Heap and Zendesk data. This includes Stich and other services that enable you to unify all your user data in a data warehouse and run broader analysis. Those solutions come at additional cost and complexity. if you’re looking for a first step in unifying Heap, Zendesk and your other customer platforms, give this integration a try. Have a question? A way to make it better? Add them in the comments below!
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Introduction to the Heap Community
Welcome to the Heap Community! We created a community for new and experienced Heap users to share ideas, ask questions and - most importantly - build connections to help you grow as a product professional. The Heap Community offers a blend of product advice and strategic guidance to help you plan and execute exceptional products and deliver memorable customer experiences. Additional community resources to help you get started:New Member Introductions User Guidelines Ranks and Badges We want the community structure to be as simple as possible. It’s the people and their knowledge that are most important - so get out there and connect! Welcome Get Started in the CommunityAll the basics you need to learn about the community.New Member IntroductionsTell us about you! What are your interests? What would you like to learn from the community? What would you like to share? Community News and AnnouncementsFollow this space to stay up-to-date on new community features and other updates Ask the Community Get Started with HeapNot sure where to start? This is the place! Using the ProductA general space to ask your Heap product questions.Defining Events and PropertiesEvents and properties unlock enormous insights into users’ activities. The space is dedicated to sharing different ways to define, manage and analyze events and properties. Making Data-Driven DecisionsIncorporating data into your product evolution is a big shift. Collaborate with other Heap experts on how to harness data, weaving it into your overall strategy.Connectors and IntegrationsNo app is an island! Connectors and integrations multiply the capabilities of your tech stack and increase your teams access to data. Learn how others are weaving Heap into their business apps and share what you’ve built.Managing DataThe present is all about data. The future is about much, much more data. Take the time to learn about the successful data strategies others have built. - - - - - - - - - - - - - - - - - - - - - - - Not sure where to go first? Start here by introducing yourself to the community!
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New Community Member Introductions!
Hello and welcome to the Heap Community! I’m @davetee - Heap’s Community Manager.The Community is the place to ask questions, share ideas and connect with Heap users. Everyone is invited, from seasoned experts to brand new users. You’ll find great conversations with product leaders, data analysts, designers, marketers and customer success managers that all share a common goal - creating amazing customer experiences in their products.Take a moment to introduce yourselfWhat is your role and in which industry do you work? What would you like to gain from the Community? What would you like to share with the Community?I’ll start I’m Dave. I’ve worked for a number of technology companies (and now Heap!) creating platforms that help people share ideas and connect with others. I want to help Heap users get answers to their questions and create a place to discuss new approaches to product innovation and product strategy. I have experience deploying and managing communities, learning management systems, and knowledge bases. I’ll be sharing my ideas on how Heap analysis on these platforms can improve the customer experience. That’s in addition to all the other community members sharing their Heap experience. Your turn!Reply below to introduce yourself