The Flare Bridge is responsible for getting your business data into Zendesk Sunshine so it can be displayed contextually across Zendesk Support and Sell. It is the Flare Bridge that allows you to push data to Sunshine via either a manual upload, an API call or pulled in from an SFTP folder. Lastly, it is where you can set mappings between those imported files and your Zendesk Sunshine objects.
This guide is aimed at the Flare administrator responsible for managing the flows of this data. In it, we provide a comprehensive overview of all of Flare Bridge's features. If you are looking for more process-oriented instructions, check out our 'How to...' guides in the Flare Bridge section.
Table of Contents
This is the login screen, where you enter your credentials in order to access the Bridge.
When you log in you are brought to the Dashboard, your home page. On the left, you see the navigation panel, on the right you see the Dashboard elements.
The dashboard provides an overview of various processes that take place in the bridge.
- Here you can see your name and by clicking on it you can log out of the bridge.
- Number of records synced daily.
- Number of records synced daily by type.
- Average record sync time.
- Number of files processed daily.
- Average rows processed per file.
- Number of daily errors.
- List of the latest files uploaded - If the number of files uploaded equals the number of files synchronized, the row is marked green. If not, it is marked red.
- List of the latest synchronization errors.
3. Object Explorer
The object explorer provides an overview of Zendesk Sunshine Objects. If you see an empty table you either have no Sunshine objects or you just haven’t fetched them yet.
- If you want to update the Zendesk object list you need to click this button.
- When you click the above button you will see this message pop up on your screen. This means that the bridge started fetching your Zendesk objects.
- When fetching objects is done, this success message will pop up on the screen.
- This is a table where you will see all the fetched Zendesk objects with some info about them (name, attributes count, required attributes count, target relationship count, source relationship count, created at, updated at, last sync at, and an eye button (item 5 below)).
- When you click this button you can see some more detailed info about the Zendesk object in a modal:
- Attributes table.
- Source Relationship table.
- Target Relationship table.
3.2 View Zendesk Object
Clicking on the eye icon in the previous table, a modal window pops up. In it you'll see:
- A table with the attributes.
- A table with the source relationship.
- Shows further details about the source relationship, or Order Line
- A table with the target relationship.
- Shows further details about the target relationship, or Order Header
Mappings allow you to connect Zendesk Objects with the data uploaded to the Bridge. The database table gets populated by uploading files to the Bridge (more about this below in Files).
- Here you can create a mapping between Zendesk Object and your data on the Bridge. (More about this later in the guide).
- This is a table of all the mappings you created with some additional information (name, object key, based on file, matches pattern, status, created at, updated at, edit (item 3 below)).
- This button allows you to edit previously made mappings. (More under 4.2 Create/Edit mapping).
- If any errors occurred while creating a mapping they will be displayed in this table.
4.2 Create/Edit Mapping
When you click on the Create or Edit button above you are presented with a new modal window that looks similar to the one below. Here you create/edit mappings between Zendesk Objects and your data uploaded via the Bridge.
- Here you select which Zendesk Object you would like to create a mapping for. Depending on the Zendesk Object you will see different fields in item 6 below.
- Here you select a file that was previously uploaded to the Bridge.
- Here you enter the name of the mapping.
- In this field, you should enter the file name (the file that was uploaded item 2).
- In this field, you select whether the mapping is active or inactive.
- As mentioned in item 1, depending on your selected Zendesk Object you will see a different amount of fields here, you just need to match Zendesk Object fields with the uploaded file fields.
- Here you can map relationships as well.
- Click the Done button to save your mapping.
In this location, you can upload .csv files (database) to connect with Zendesk Objects. Your .csv files need to be specifically formatted for this purpose. (more under 5.2 File Format).
If you want to learn more about how you can import files to your Flare Bridge, just check our articles How to upload files using SFTP, How to upload files using API calls, and How to upload files using the Flare Bridge.
- Here you can either drag and drop the .csv file or simply click in the box and select the file you would like to upload.
- This table shows all the files that were previously uploaded.
5.2 File Format
Below you can see an example of how a .csv file should be formatted. More details can be found in our article How to format your .csv files.
- The first row is the header where you write all the Zendesk Object properties; they all have to be lowercase and with no space between words.
- The first column (id) has to be a unique identifier for each row (1, 2, 3, 4…….) for as many items as there are in the table. The unique identifier can't exceed 32 characters.
- The second column (external_id) has to be the Zendesk organization identifier (in Zendesk support) or contact/company identifier (in Zendesk Sell).
- The third column and onwards equal the Zendesk Object properties which will be mapped later.
The Access location allows you to create tokens that you use in your Zendesk instance. This token is used to connect the Zendesk instance and Flare Bridge. For more detailed instructions on how to connect your Zendesk instance to your Flare Bridge, check our articles How to install Flare for Zendesk Support / Sell.
- Create a new token button. (more under 6.2 Creating a New Token).
- Delete token button.
- List of all the tokens created on the bridge with some additional information (name, scopes, revoked, created at, expires at, delete button).
6.2 Creating a New Token
Here you can create a token to use in the Zendesk instance.
- Name of the Token.
- Manage user display profiles Scope.
- Manage Files Scope.
- Zendesk proxy Scope.
- Manage Zendesk Logging Scope.
- Once you are done click the Create button to finish.
Once you click the Create button your new token will be displayed on the screen. You need to copy the token string and save it somewhere safe. You won’t be able to see this string again.
In the Users location, you can view, create, edit, or delete the users that have access to your Bridge.
- Create a new user button. (more about this later in the guide)
- Table of all the users that have access to your Flare Bridge
- View user button (see 7.3 View User)
- Edit user button (see 7.2 Create/Edit User)
- Delete user button(see 7.2 Create/Edit User)
7.2 Create/Edit User
Here you create/edit users.
- User's name.
- User's email.
- User's password.
- Is this user an admin?
- After you are done, click Save to create or update the user.
7.3 View User
Here you can view user details. You can also delete and edit a user from here.
- User's name.
- User's email.
- Is the user an admin?
- When was this user created?
- When was this user last updated?
- Edit user button.
- Delete user button.
8. Sync Logs
This location provides you with a detailed overview of all past synchronization processes. These processes include proper mappings from files that are then sent to Zendesk, their status (Synced/Failed), and other minor details.