Compliance Archiving for Zendesk – Nuclei, Inc.

Overview

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

Tickets
Ticket Comments
Help Center Articles
Help Center Article Comments
Live Chat Messages
Talk Recordings

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

Tickets are supported for archiving. 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

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

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

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

Live Chat Messages

Live Chat Messages are supported for archiving. The following types of metadata are supported for each message:

Agent IDs
Agent Names
Comment
Conversions
Department ID
Department Name
History
ID
Session
Started By
Timestamp
Triggered
Type
Visitor
Zendesk Ticket ID

Talk Recordings

Talk Recordings are supported for archiving. The following types of metadata are supported for each recording:

Call ID
Recording Type

Supported Archives

The following archiving destinations are supported for Zendesk archiving:

ACA ComplianceAlpha
Dell EMC SourceOne
Global Relay Archive
Microsoft Purview
Mimecast Cloud Archive
Proofpoint Archive
Smarsh Digital Safe
Smarsh Enterprise Archive
Smarsh Professional Archive
Veritas Enterprise Vault
ZL Unified Archive

Getting Setup

Zendesk API

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

Login to your Zendesk account
From "Support", navigate to "Admin Center"
Select "Apps and Integrations"
Select "Zendesk API"
Select "Add API token"
Set the "API token description" to "Nuclei"
Copy the "API token", and then select "Save"

Uninstallation

Please create a new deprovisioning request with Nuclei.

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.