Zendesk is a comprehensive customer support system. It includes a suite of tools that your support team can use to: handle inbound ticket requests from your customers, develop a knowledge base of how-to content for your product, allow users to generate product knowledge communally, and analyze metrics related to your support team’s performance.


Certain trait properties have special significance to Zendesk. Replay collects these properties and transforms them so that they fit the expectations of Zendesk’s API. The following table shows you the properties collected by Replay and the names of the Zendesk properties to which they are mapped.

Name of Property Collected By Replay Zendesk Property Name Required to store user profile with Zendesk
name name Yes
email email Yes
phone phone No

All additional event properties are not mapped to Zendesk.