Pull from Zendesk

How to authenticate

Zendesk uses basic authentication with an API token. Here's how to get your credentials and connect them in Parabola:

1. Getting your Zendesk API token
   
   1. Log into your Zendesk account as an administrator.
   2. Navigate to Admin Center in the sidebar and go to Apps and integrations → APIs → Zendesk API.
   3. Click Add API Token in the API tokens section.
   4. Add a Description (e.g., "Parabola Integration") to identify the token.
   5. Copy the token immediately and store it somewhere secure. Once you close the window, the full token will never be displayed again.
2. Connecting in Parabola
3. In your Parabola flow, add a Pull from Zendesk step.
4. Click Authorize and add your credentials when prompted.
5. You will also need your Zendesk subdomain (e.g., if your URL is acme.zendesk.com, then the subdomain you enter is acme).
6. Select the Zendesk resource you want to pull (Tickets, Users, Organizations, etc.) and configure any filters like date ranges or statuses.

Once connected, Parabola will securely use your credentials to pull data from Zendesk into your flows.

Available data

Using the Zendesk integration in Parabola, you can pull in a wide range of customer service and support data, including:

• Tickets: Support requests with details like status, priority, assignee, requester, description, tags, custom fields, timestamps, and satisfaction ratings
• Users: Customer and agent profiles including names, emails, roles, organizations, time zones, and custom user fields
• Organizations: Company profiles with domains, notes, tags, and custom organization fields
• Groups: Agent teams and their memberships for routing and assignment tracking
• Ticket Comments: All public and private comments on tickets, including attachments and author details
• Ticket Audits: Complete change history for tickets showing what changed, when, and by whom
• Ticket Forms: Custom forms used for different ticket types
• Tags: Labels applied to tickets, users, and organizations for categorization
• Triggers: Automated rules that run when ticket conditions are met
• Automations: Time-based rules that execute on schedules
• Macros: Pre-built responses and ticket actions for agents
• Views: Saved ticket filters used by support teams

Common use cases

• Track team performance and SLA compliance including resolution times, first response times, and assignee information to monitor agent performance, identify bottlenecks, and ensure SLA targets are being met across teams and brands.
• Analyze customer satisfaction trends with ticket details, product tags, and agent assignments to identify which issues, products, or agents drive positive or negative CSAT scores.
• Reconcile support data with sales and billing systems in your CRM, ERP, or billing system to create unified customer views and ensure support interactions are tied to the right accounts.
• Automate recurring support reports that pull ticket volumes, resolution metrics, and satisfaction data daily or weekly, then push formatted reports to Google Sheets, Slack, or email for stakeholders.
• Monitor and escalate critical tickets by priority, status, or custom fields to flag urgent or stalled issues, then automatically send alerts to managers or create follow-up tasks in project management tools.
• Audit agent activity and ticket changes for quality assurance, compliance, or training purposes.

Tips for using Parabola with Zendesk

• Schedule your flows to run automatically on the cadence your team needs. Run hourly for real-time dashboards, daily for operational reports, or weekly for trend analysis.
• Use date filters when pulling tickets or audits to limit the data to recent records and keep your flows fast and focused.
• Combine Zendesk data with other sources like Shopify orders, Stripe payments, or Salesforce accounts to create cross-system reports that show the full customer journey.
• Normalize IDs early in your flow (ticket IDs, user IDs, organization IDs) so downstream joins and lookups work smoothly across systems.
• Add Checks and Alerts to flag exceptions: tickets missing assignees, satisfaction ratings below a threshold, or SLA breaches.
• Filter by status, priority, or tags to isolate specific ticket segments (e.g., only open tickets, high-priority issues, or tickets tagged "billing").
• Use custom fields strategically: If your Zendesk instance uses custom fields extensively, map them clearly in your flow and document what each field represents for your team.
• Set up Alerts via Slack or email in Parabola to notify your support team when critical conditions are met, like a spike in unresolved tickets or a drop in CSAT scores.

With Parabola and Zendesk, you can turn your support data into automated workflows that save hours, improve visibility, and help your team deliver better customer experiences.