Overview

Torii integrates with your Zendesk account and syncs the following attributes:

  1. List of users and their roles

  2. Last logged-in time

  3. License type

  4. Usage

Usage

Torii monitors Zendesk usage data on a daily basis.

If a Zendesk user completed at least one of the following actions on a given day, he will be considered as an active user:

  1. Logged into Zendesk (available for Zendesk Enterprise & Enterprise plus plan only)

  2. Edited, created or deleted one or more tickets

  3. Created one or more Help center articles

Once connected, Torii will show Zendesk usage from the last 90 days
First usage retrieval may take up to 72 hours to complete.

Note: At large organisations usage data for tickets might be synced for a shorter period.

Actions required to enable usage view

1. Connect Torii to Zendesk with a Zendesk Admin

  • Go to Zendesk Admin Center → People (1) → Team (2) select the user by which you want to connect Torii (3)

  • Make sure that both support and guide are "Admin" (4) and the guide checkbox (5) is marked

2. Disable IP restrictions in Zendesk

  • Under Account (6)→ Advanced (7) → IP Restrictions (8)

  • Make sure the checkbox in IP restrictions in Zendesk is unchecked (9)

Integration

1. Go to Integrations page and click the zendesk tile

2. Click Connect

3. Enter your Zendesk Organization URL. It should look like:
https://your_account.zendesk.com.

4. You will be redirected to Zendesk login page. Enter an Admin user credentials to
connect.

Get help

We are always available to help with any integration issue:

  • Contact us by our support email at support@toriihq.com.

  • Contact us via the Intercom chat on our website.

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