We offer two different ways to integrate with Zendesk: Batch Mode and On-demand Mode. Our platform uses by default Batch Mode since it provides a more robust integration. 

What is the difference between both options?

Batch mode allows a wider range of filters, included advanced/customized filters based on tickets’ Metadata. In this case, we retrieve and store Metadata in our platform and it’s used to build filters and their resulting ticket list - if there’s sensitive metadata you don’t want to be stored by PlayVox, then you can contact your CSM and request for it not to be saved. Tickets’ in-depth details are only retrieved on-demand when you explore them within our platform - it is never stored at our end.

API consumption for Batch Mode:

*Audit: When a ticket is updated in Zendesk Support, an audit is stored. Each audit represents a single update to the ticket. An update can consist of one or more events.

On the other hand, on-demand mode has a limited number of filters (basic filters). It also consumes fewer API requests than batch mode. With this option you can filter tickets by: 

  • Subject

  • Description

  • Ticket_type

  • Status

  • Priority

  • Group

  • Tags

  • Satisfaction

  • via

If you’d like to, you can request your integration to be set on-demand mode rather than on batch, simply let your CSM know about and they’ll make it happen.

About the data we process, it is transmitted using encrypted TLSv1.2 over HTTPS and data at rest is kept encrypted using industry standard AES-256 on EBS Volumes in Amazon Web Services (AWS) facilities in the USA.

If you’d like to know more about integrations, we have articles on:

You can also check out our privacy policy.

Last Edited: 08.13.19

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