Datadog RUM for Zendesk

Overview

Datadog is a cloud-native SaaS platform that offers monitoring for infrastructure, application performance, logs, and more. By unifying multiple pillars of observability, Datadog helps dev and ops teams collaborate and troubleshoot more effectively. Datadog Real User Monitoring allows you to view user sessions for your app to understand the performance and errors for the end users, identify bottlenecks, and analyze user analytics trends over time.

Details

The Datadog RUM integration lets your support staff watch Session Replays, from native apps and web browsers, to aid in visual reproduction of the issue in the ticket

Watch exactly what the user on the support ticket did; it’s as if you’re standing over their shoulder when they went through the issue

Correlate what you saw on the frontend in the Session Replay to telemetry metrics: backend APM traces, browser debugging tools, and performance data

Create playlists of all sessions where a user was affected by a bug or recurring support ticket to help group and prioritize the same issue

Filter for all sessions by specific users, like a user who recently filed multiple support tickets or perhaps top tier users, and watch their Session Replays back-to-back

Data Handling & Privacy

This app transmits ticket requester attributes (user ID, email, name, external ID, and role) from Zendesk to Datadog to retrieve matching RUM sessions. All data is encrypted in transit using HTTPS. No data is stored outside of your Zendesk and Datadog accounts. For more information, see the Datadog Privacy Policy.