Objective

Connect Zendesk ticket fields to ZenOps Realtime fields and, when needed, translate source field values into the values used in Realtime reporting.

Environment

  • You can manage Data Mappings.
  • The Zendesk source fields are available; create or review the target Realtime fields before mapping them.

Resolution

  1. Open Settings, select Mappings, and open the Field Mappings tab.
  2. In Fields, review the available target fields and create one if the destination you need is missing.
  3. In Mappings, select Add Mapping and choose the Zendesk Source Field and Realtime Target Field.
    Anonymized Field Mappings example with fictional source and target fields and value rules.
  4. Select Add Rule to map a source value to a target value when their codes or labels differ. Review existing rules before editing or deleting them; Remove deletes the entire field mapping.
    Note: Fields and values are separate

    A field mapping connects a Zendesk field to a Realtime field; its rules translate individual values inside that field.

  5. Select Save Mappings and review the saved source, target, and value rules.