Duaer

Guides

Zendesk ticket process: see where each ticket waits

Connect Zendesk to Duaer. It reads when each ticket was opened, first assigned, first replied to, solved and closed, so you see where tickets wait and for how long.

What does Duaer read from Zendesk?

Each ticket is a case with these steps: Opened, Assigned (first assignment), Responded (first public reply), Resolved and Closed. Priority, type, group and channel come with it.

The steps match the service ticket template, so the customer service metrics and board work as they are. Deleted tickets are left out. Opening a case on the employee portal shows the ticket’s timeline.

How do you connect Zendesk to Duaer?

  1. Prepare a Zendesk admin account: the incremental export is open to admins only.
  2. In Duaer, create a Zendesk credential (API token: subdomain, email and token; or Zendesk OAuth2). Knowledge search uses this kind of credential too.
  3. As an owner or admin, open Data sources, select Add source, choose Zendesk under Service ticket, choose the credential, select Check connection and confirm.

How often does it read, and how much?

Each run goes on from where the last one stopped through Zendesk’s incremental export, 100 tickets at most; a first read covers all tickets and finishes over several runs. A ticket that changes again is read again; a step is never written twice. Read only.

What are the limits?

  • An admin credential is needed.
  • Reply time counts calendar time, not business hours.
  • The endpoints and fields follow Zendesk’s published documentation and are not yet checked against a real account; the first real read may need adjustments.

Questions

How is this different from Zendesk in the knowledge base?

The knowledge base searches Zendesk’s help center articles; the process source reads the steps tickets go through. Both can use the same credential.

In this section

Process

Add a process source in Duaer

A process source tells Duaer where to read the steps of your cases: a CSV or XLSX file, files dropped in an S3 or SharePoint folder, PostgreSQL, MySQL, Microsoft SQL, Oracle, TiDB, OceanBase, KingbaseES, SAP HANA, IBM Db2, Dameng DM8, Teradata, Vertica, Snowflake, BigQuery, Databricks, Microsoft Fabric, Amazon Redshift, Azure Synapse Analytics, ClickHouse, Trino, a Feishu Base, or Feishu, DingTalk or WeCom approvals. The wizard takes you through columns, mapping, a preview of issues and a schedule; after you confirm, Duaer reads new rows on that schedule.

Process

See the process in your data and generate workflows in Duaer

Duaer reads the steps every case went through from the tables, databases or Feishu apps you already have: where cases wait too long, where they branch and who did each step. From that it generates three kinds of workflow, Watch, Coordinate and Execute, and replays each over past days before you publish it.

Process

Process findings and SOP conformance in Duaer

Process findings list the steps where cases wait too long or are done again, and which kind of case they happen to most. Propose any of them as a card rule and compare the 30 days before and after it was adopted. SOP conformance compares the SOP in your knowledge base with the steps cases really took.

Knowledge base

Search Zendesk tickets and articles with Duaer

Connect Zendesk to the Duaer knowledge base. Agents ask about tickets and Help Center articles and find only what their Zendesk role allows.

Follow-through

ServiceNow ticket process: see where each incident and requested item waits

Connect ServiceNow to Duaer. It reads the states each incident or requested item goes through from the audit history, so you see where tickets wait and for how long.