Zendesk

Important note: Session URLs transmitted through the Zendesk integration are only accessible to Zendesk users that have access to a seat on your FullStory account. 

The FullStory App for Zendesk lets you see the most recent sessions for the customer who submitted a ticket, as long as you are identifying your customers in FullStory via FS.identify

Before you begin, you’ll need your secret FullStory API key to connect your FullStory account with Zendesk. To find it, log into FullStory, click on the Settings tab in the left-hand sidebar, then select Integrations & API Keys. If there’s already a key listed there, great! If not, click the Generate button to create a new key, then click Save API Key. Copy the key to your clipboard so you can paste it into Zendesk.

Installation

  1. In your Zendesk account, find the FullStory app in the app store. Click the Install button to install the FullStory widget on your Zendesk account.
  2. Optional: Enter the maximum number of matching sessions that you would like to see in the Limit field.
  3. Enter your API key from FullStory in the API Token field.
  4. Click Update to save these settings.
  5. In the FullStory script on your site be sure to pass email along via FS.identify
FS.identify('462718483', {
 email: 'daniel.falko@example.com'
});

Note: If you aren't including your customer's email address within your call to FS.identify, you'll want to follow the steps outlined below in order to configure this integration using their user ID instead.

Optional Configuration for User ID

The widget also allows you to retrieve sessions with a UID instead, so you can still make use of it even if you aren’t attaching email addresses to your users in FullStory.

As of version 1.3, there are two ways to pass UIDs through custom fields: either by user field, or by ticket field. Prior to 1.3 we only supported the ticket field method, but now you can also pass it in a user field, which is typically preferable.

Method 1: User Field

This is the newer way to use the FullStory sessions plugin. A user field only has to be set once, and is easier to populate automatically.

  1. In Zendesk, click the gear in the left-side menu bar to access the settings, then select User Fields.

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  2. Find the field you are using to store user IDs and click on it to edit; or, create a new field if you need to. Please ensure the field you want to use is a Text field.

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  3. In the panel to the right you should see the Field key. Copy this value.

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  4. Click Manage under Apps in the main menu, then click Change Settings to access your FullStory widget settings.

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  5. Paste the field key that you copied from the user field settings into the User Field Key box, and then click Update to save.

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  6. In the FullStory script on your site be sure to pass your application's unique user id along via FS.identify
FS.identify("462718483"); // 462718483 is your application's unique user id

That’s it! When you open a ticket, you'll see the FullStory widget in the Apps sidebar on the right (you may have to click the Apps button in the upper right to open the sidebar). If the user who submitted the ticket is found in FullStory, we’ll show links to their most recent sessions.

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Method 2: Ticket Field

This is the older way to use the FullStory sessions plugin. We still offer support for this, though it is typically more convenient to use the other method.

  1. In Zendesk, click the gear in the left-side menu bar to access the settings, then select Ticket Fields.

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  2. Find the field you're using to store user IDs and click edit. Note: If a ticket field doesn't already exist for ID, go ahead and create one via "add custom field". You can name it anything you want as long as it is a Text field.

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  3. After you click edit, At the top of the field details page, copy the Custom field ID for the field.

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  4. Click Manage under Apps in the main menu, then click Change Settings to access your FullStory widget settings.

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  5. Paste the field ID that you copied from the ticket settings into the Ticket Field ID box, found under the App Configuration Tab.

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  6. In the FullStory script on your site be sure to pass your application's unique user id along via FS.identify
FS.identify("462718483"); // 462718483 is your application's unique user id

 

 

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