Zendesk Integration
Ticket lifecycle, resolution patterns, and support team efficiency.
Overview
Analyze Zendesk ticket workflows to understand support efficiency — resolution times, escalation patterns, and agent workload distribution. Corvana identifies support bottlenecks and SLA compliance gaps.
Prerequisites
- Zendesk admin or owner access to authorize the OAuth connection
- A Corvana Assess account with an active assessment engagement
OAuth Scopes
Corvana requests the minimum necessary permissions — always read-only. The following scopes are requested during the OAuth authorization flow:
| Scope | Access Level |
|---|---|
tickets:read | Read-only |
users:read | Read-only |
organizations:read | Read-only |
Data We Collect
Corvana collects only structural metadata — never content, PII, or sensitive data. The following data points are analyzed:
- Ticket status transitions
- Resolution time metrics
- Escalation patterns
- Agent assignment distribution
- SLA compliance rates
Data We Never Collect
To protect your privacy and security, the following data is explicitly excluded from collection:
- Never: Ticket descriptions or comments
- Never: Customer PII
- Never: Attachment content
- Never: Internal notes
- Never: CSAT survey responses
Setup Steps
Step 1: Navigate to Integrations
From your Corvana Assess dashboard, open the left sidebar and click Integrations.
Step 2: Connect Zendesk
Find the Zendesk card and click Connect Zendesk. This initiates the OAuth flow.
Step 3: Authorize Access
Review the requested permissions on Zendesk's authorization page and click Allow. Corvana requests read-only access only.
Step 4: Verify Connection
Return to the Corvana dashboard. The Zendesk card should now show "Connected" with a green indicator. Data collection begins within minutes.
Disconnecting
You can disconnect Zendesk at any time from the Integrations dashboard. Click the connected Zendesk card and select Disconnect. All collected metadata is permanently deleted within 24 hours. You can also revoke access directly from Zendesk's admin panel.
Troubleshooting
The Zendesk connection shows "Disconnected"
Try reconnecting from the Integrations dashboard. If the issue persists, check that your Zendesk admin has not revoked the OAuth authorization.
I don't see any data after connecting
Data collection typically begins within 5-10 minutes. If no data appears after 30 minutes, check your connection status and ensure the account has the required permissions.