If you use the Zendesk App Integration to reply to reviews through Zendesk tickets, you can set up an additional integration to get in-depth stats about your team's performance and workload.
When you set up the integration, you'll have full access to the Zendesk Agents data on the Agent Performance. Instead of seeing a unified report for all Zendesk agents and replies, you'll be able to drill into performance by agent and see the name and email address of the individual.
Set up the Agent Performance Integration in AppFollow
All you need to set up the integration is your Zendesk subdomain. You'll then confirm access in Zendesk, and you're done.
- Log into your AppFollow account.
- From the left-hand navigation panel, open the Integrations list.
- Search for, or scroll down to, the Zendesk Agent Performance integration.
- Click Set up.
- In the Subdomain field, enter your Zendesk account's subdomain. You'll find it in the URL when you're logged into Zendesk. For example, if you see "example-subdomain.zendesk.com", your subdomain is "example-subdomain".
- Click Connect Zendesk. You'll be redirected to Zendesk.
- Click Allow to grant AppFollow access. AppFollow needs read access to your ticket and user data so it can match each agent to their review replies.
That's it! Your integration is set up.
FAQ
Do Zendesk agents need to have AppFollow accounts for them to appear in Agent Performance?
No, Zendesk agents don't need their own AppFollow accounts. When you set up the integration, we display agent stats regardless of whether the user is a member of your AppFollow account.
How is the reply time calculated in AppFollow?
The time it took an agent to reply to a review is calculated based on the time a review was published and when the agent posted a reply to the ticket. The review creation time is not the same as the time the ticket was created.
An agent replied to a review ticket, but they don't show up in the agent stats. Why?
The ticket should have an assignee when the reply is published. If you submit a reply before saving the ticket's assignee, we are unable to connect this data. If the ticket doesn't have an assignee yet, please add an assignee, save the ticket, and then publish the public reply.
How do I know if the integration is connected?
AppFollow doesn't show the integration status after setup yet. We're working on making the connection status and details clearer. In the meantime, if you'd like to confirm your integration is working, reach out to the AppFollow Support Team and we'll check it for you.
How do I edit or delete the integration?
Please reach out to the AppFollow Support Team for assistance with updating the integration. We're adding more self-service options, but in the meantime, we're happy to help!