Configure interaction logging

4. Click Save.

4. Select Enable Custom Ticket Comment.

   This setting allows you to customize the information that appears on Zendesk ticket comments. See Interaction logs.

5. Select the interaction type that you want to have customized tickets.

   The Label and Interaction Attribute fields are populated with default values. You can modify these fields or add new labels and interaction attributes. For more information, see Interaction logs and Interaction attributes.

6. To add more data to ticket comments, click Add.
7. Under Label, add a label for the data to appear on the ticket comment.
8. Under Interaction Attribute, add an interaction attribute to appear on the ticket comment.

   For more information and a list of supported attributes, see Interaction attributes.

9. Click Save.

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4. Select Enable Advanced Attribute Mappings.

   This setting allows you to map interaction attributes in Zendesk to system ticket or custom ticket fields. After an interaction deallocates, the integration saves these mapped interaction attributes to the ticket. For information about the values to use with system ticket fields, see JSON Format in the Zendesk documentation.

   Information about custom fieldsClick to expand

   For information about creating custom fields, see Adding custom fields to your tickets and support request forms in the Zendesk documentation. 

   Notes:

   • The integration supports all custom ticket field types, except Credit card.
   • Multi-select fields: Set multiple values in other services as pipe or comma delimited. 
   • Numeric or Decimal fields: If users enter non-numeric strings (such as “hello”), the integration will fail to save all field data to the ticket.
   • Date fields: The value for this field must be in “yyyy-mm-dd” format.

   By default, Zendesk.InteractionLog is mapped to Ticket Comments. You can remove this selection so interaction logs do not appear in comments or you can map Zendesk.InteractionLog to a field so that the interaction log information is searchable. For more information, see Interaction logs and Interaction attributes.

5. To add an interaction attribute mapping, click Add.
6. Under Interaction Attribute, add an interaction attribute.

   For more information and a list of supported attributes, see Interaction attributes.

7. Under Ticket Field, select a system or custom ticket field that you want to map the interaction attribute to. 
   Notes:

   • Do not map more than one interaction attribute to a single ticket field.
   • Comments are not searchable, but fields are. If you want to be able to search the content of an interaction attribute, do not map it to Ticket Comments.
8. Continue to add interaction attribute mappings.
9. Click Save.

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