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Support | Desk, FreshDesk, JIRA, Zendesk

Tomonori Igari
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Support widgets are available to help you track your support metrics. The widgets in this article are just a small sample of the ones that can be used with Cyfe. Below you will find the steps for configuring popular Support Widgets and answers to the most common questions.

In This Article:

Desk

How to Configure:

Before you can configure your Desk Widget, you will need the following information:

  • Desk URL

Once you have the required information, you can perform the following steps to configure your widget:

  1. Follow the steps for "Adding a Widget."
  2. When the widget window appears, select "Configure Widget."
  3. Enter the following information:
    • Widget Title: Title you would like displayed for the widget.
    • Desk Account: Provides access to the data being gathered by your account.
    • Desk Metric: Select a Metric.
  4. Select "Save Widget."

FreshDesk

Before you can configure your Freshdesk Widget, you will need the following information:

  • Freshdesk Account
    • Domain
    • API Key

Once you have the required information, you can perform the following steps to configure your widget:

  1. Follow the steps for "Adding a Widget."
  2. When the widget window appears, select "Configure Widget."
  3. Enter the following information:
    • Widget Title: Title you would like displayed for the widget.
    • Freshdesk Account: Provides access to the data being gathered by your account.
    • Freshdesk Metric: Select a Metric.
  4. Select "Save Widget."

JIRA (Cloud)

Before you can configure your Jira Widget, you will need the following information:

  • Jira Account
    • Email

Once you have the required information, you can perform the following steps to configure your widget:

  1. Follow the steps for "Adding a Widget."
  2. When the widget window appears, select "Configure Widget."
  3. Enter the following information:
    • Widget Title: Title you would like displayed for the widget.
    • Jira Account: Provides access to the data being gathered by your account.
    • Jira Site: Select a Site.
    • Jira Project: Select a Project.
    • Jira Metric: Select a Metric.
  4. Select "Save Widget."

Zendesk

How to Configure:

Before you can configure your Zendesk Widget, you will need the following information:

  • Zendesk URL

Once you have the required information, you can perform the following steps to configure your widget:

  1. Follow the steps for "Adding a Widget."
  2. When the widget window appears, select "Configure Widget."
  3. Enter the following information:
    • Widget Title: Title you would like displayed for the widget.
    • Zendesk Account: Provides access to the data being gathered by your account.
    • Zendesk Metric: Select a Metric.
  4. Select "Save Widget."

Common Questions:

 

I Just Added a New Zendesk Widget and My Metrics Look Off

Since Zendesk doesn't provide a robust enough API in terms of historical tickets, Cyfe will grab data for your latest 1,000 tickets initially and then build a historical database for you automatically every 24 hours so that you can go back in time and see stats from the past.

Moving forward you'll begin to see the Zendesk widgets fill up. :)  Our database will refresh every 24 hours, while Zendesk will be brought in every 60 minutes as well. 
 
This historical limitation (at first, that is) is actually similar to some of our social media services, in that for most services like Google Analytics and Facebook you can see historical data from the past. Simply use your dashboard's date picker to change the time period. But for some social media services like Google+, they don't have APIs where we can obtain historical data from.

So we go out and grab it automatically on a daily basis for you starting from the day you add the widget and store it in Cyfe forever so you can go back and see trends (e.g. how many followers you or your competitors gained over time).
 
In short, in time you'll see your Zendesk data built up more and more as the days go by, stored securely in Cyfe!

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