Review complaint signals. Use the permitted Zendesk records and show me the supporting evidence.
Once the records are shared with me, I’ll group selected support reports by symptom and product for quality-team assessment.
Selected tickets whose original description Seal can verify as public.
Review complaint signals
- Findings linked to source records
- Missing evidence and unresolved questions
- Follow-up work for your team
1What’s connected.
Bring support tickets into complaint intake and product-quality investigations. Select the records to share in Seal, then reference them with @ in documents, comments and Neil.
Connection setup and permissions
Seal’s Zendesk connector reads tickets with an active agent’s email and API token. It does not write to Zendesk.
A ticket can be shared only when Seal can verify that its original description is public. Later public replies do not make a private original description eligible.
Later comments, private notes and attachments are not included.
Set up Zendesk
- Have your Zendesk administrator enable API token access and issue a token for an active agent.
- Open Settings → Integrations → Zendesk. Enter the instance URL, the agent email without /token and the token, then choose Test and connect.
- Search ticket subjects, select tickets with a public original description, choose Seal groups and enable sharing.
2Connect in Seal.
Sign in to Seal and open Settings → Integrations. An organisation admin can review the connection and complete the guided setup.
3What Neil can do with Zendesk once connected
Once the connection is set up and the records are shared:
- Review complaint signals
- Group selected support reports by symptom and product for quality-team assessment.
- Prepare a case summary
- Draft a referenced account of the ticket and supplied product context.
- Find missing intake information
- Compare ticket information with your complaint-intake requirements. Regulatory reporting decisions remain with the responsible team.
4Connection questions
Why can’t I select a ticket?
Its original description is not public, or Seal cannot verify that it is. Later public replies do not change that.
5Before it goes live.
Access
The organisation library reads only; it makes no changes in Zendesk. Define which records are shared and which Seal groups can read them.
Data and failure handling
Agree the field mapping, identifiers, units and source of record. Test missing or duplicate data, interrupted transfers and recovery before relying on the connection.
Verification and release
Review the configured connection for its intended use. Keep the requirements, checks and evidence with the change, and approve the release through your team’s controls.