Compliance Archiving for Zendesk

Overview

Nuclei provides Zendesk customers with the ability to automatically export and archive all communications occurring within Zendesk, including:  

• Tickets
• Ticket Attachments
• Ticket Comments
• Help Center Articles
• Help Center Article Comments

As a first step, you Zendesk administrator must generate a new API token in the Zendesk Admin Center. Afterwards, Nuclei will automatically export Zendesk content for review, retention, or export into your existing compliance archive. 

Prerequisites

• Zendesk API token

Scope

Tickets

The following types of metadata are supported for each ticket:

• Assignee Email
• Assignee ID
• Brand ID
• Collaborator IDs
• Created At
• Custom Fields
• Description
• Followers
• Group ID
• ID
• Organization ID
• Priority
• Subject
• Recipient
• Requestor
• Submitter ID
• Ticket Form ID
• URL
• Via

The following additional types of metadata are supported for each ticket participant: 

• ID
• Name
• Email
• Role

Ticket Comments

Ticket comments are supported for archiving. The following types of metadata are supported for each comment:

• Attachments
• Author ID
• Body
• Created At
• HTML Body
• ID
• Plan Body
• Public
• Type
• Uploads
• Via

The following additional types of metadata are supported for each ticket comment participant: 

• ID
• Name
• Email
• Role

Help Center Articles

Help Center Articles are supported for archiving. The following types of metadata are supported for each article:

• Author ID
• Body
• Created At
• Edited At
• ID
• Section ID
• Title
• URL

The following additional types of metadata are supported for each help center article author: 

• ID
• Name
• Email
• Role

Help Center Article Comments

Help Center Article Comments are supported for archiving. The following types of metadata are supported for each comment:

• Author ID
• Body
• Created At
• ID
• Source ID
• Source Type
• URL

The following additional types of metadata are supported for each comment participant: 

• ID
• Name
• Email
• Role

Getting Setup

Zendesk API

To enable archiving you must configure API access to your Zendesk instance

1. Login to your Zendesk account
2. From "Support", navigate to "Admin Center"
3. Select "Apps and Integrations"
4. Select "Zendesk API"
5. Select "Add API token"
6. Set the "API token description" to "Nuclei"
7. Copy the "API token", and then select "Save"

Nuclei

To enable archiving of Zendesk activity:

1. Login to https://app.nuclei.ai 
2. Select "Configuration" > "Sources"
3. Select "New"
4. Select "Source Type", then select "Zendesk"
5. Add a "Description" to the feed
6. Select the artifact types that should be captured
7. Select "Save"
8. Select "Create Authorization", and provide the required details for API authorization:
   1. "Zendesk Subdomain"
   2. "Service Account Email"
   3. "API Token"
9. Select "Create Authorization" to save the provided credentials. 

Uninstallation 

To disable archiving:

1. Disable "Capture Enabled" in the Nuclei source configuration. 

Additional Resources

Export Destinations

More Information

For more information on Compliance Archiving for Zendesk and for a demonstration of related capabilities, please contact Nuclei's sales team at hello@nuclei.ai.