The Fullstory App for Zendesk lets you see session replays and AI-powered summaries for the customer who submitted a ticket. If you are not yet a Fullstory customer, sign up at Fullstory.

Before you begin, you’ll need your secret Fullstory API key. To find it, log into Fullstory, click on Settings in the org switcher menu (top left button), then select Integrations > API Keys. Create a new key and copy it to your clipboard.

Getting Started

1. Click the Install button on this page.
2. In the installation settings, enter your API key from Fullstory into the API Token field.
3. Optional: To enable AI-powered session summaries, enter your Summary Profile ID. Learn more here https://developer.fullstory.com/server/beta/sessions/create-profile/. Copy the ID and paste it into the Summary Profile ID field in Zendesk. If left empty, sessions will display without AI summaries.
4. If desired, set the maximum number of matching sessions to display in the Session Limit field.
5. Click Install to save the settings.
6. Optional: To ensure the best match results, pass customer email addresses or user IDs into Fullstory using the fs.identify script (learn more).

That’s it! When you open a ticket, you’ll see the Fullstory app in the Apps sidebar. If the user who submitted the ticket is found in Fullstory, you’ll see links to their most recent sessions and have the option to generate an AI summary.