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Zendesk

Zendesk is a cloud-based customer service and support platform. It offers a range of features including ticket management, self-service options, knowledge-base management, live chat, customer analytics, and conversations.

ingestr supports Zendesk as a source.

The Zendesk supports two authentication methods when connecting through ingestr:

  • OAuth Token
  • API Token

For all resources except chat resources, you can use either the API Token or the Zendesk Support OAuth Token to fetch data. However, for chat resources, you must use the OAuth Token specific to Zendesk Chat.

URI format

The URI format for Zendesk based on the authentication method:

For OAuth token authentication:

plaintext
zendesk://:<oauth_token>@<sub-domain>

For API token authentication:

plaintext
zendesk://<email>:<api_token>@<sub-domain>

URI parameters:

  • subdomain: the unique Zendesk subdomain that can be found in the account URL. For example, if your account URL is https://my_company.zendesk.com/, then my_company is your subdomain
  • email: the email address of the user
  • api_token: the API token used for authentication with Zendesk
  • oauth_token: the OAuth token used for authentication with Zendesk

Setting up a Zendesk Integration

Zendesk requires a few steps to set up an integration, please follow the guide dltHub has built here.

Once you complete the guide, if you decide to use an OAuth token, you should have a subdomain and an OAuth token. Let’s say your subdomain is mycompany and your OAuth token is qVsbdiasVt.

sh
ingestr ingest --source-uri "zendesk://:qVsbdiasVt@mycompany" \
--source-table 'tickets' \
--dest-uri 'duckdb:///zendesk.duckdb' \
--dest-table 'dest.tickets' \
--interval-start '2024-01-01'

If you decide to use an API Token, you should have a subdomain, email, and API token. Let’s say your subdomain is mycompany, your email is john@get.com, and your API token is nbs123.

sh
ingestr ingest --source-uri "zendesk://john@get.com:nbs123@mycompany" \
--source-table 'tickets' \
--dest-uri 'duckdb:///zendesk.duckdb' \
--dest-table 'dest.tickets' \
--interval-start '2024-01-01'

The result of this command will be a table in the zendesk.duckdb database.

Tables

Zendesk source allows ingesting the following sources into separate tables:

TablePKInc KeyInc StrategyDetails
ticketsidupdated_atmergeRetrieves all tickets, which are the means through which customers communicate with agents
ticket_metrics-replaceRetrieves various metrics about one or more tickets.
ticket_metric_eventsidtimeappendRetrieves ticket metric events that occurred on or after the start time
ticket_forms-replaceRetrieves all ticket forms
users-replaceRetrieves all users
groups-replaceRetrieves groups of support agents
organizations-replaceRetrieves organizations
brands-replaceRetrieves all brands for your account
sla_policies-replaceRetrieves different SLA policies.
activities-replaceRetrieves ticket activities affecting the agent.
automations-replaceRetrieves the automations for the current account
targets-replaceRetrieves targets where as targets are data from Zendesk to external applications like Slack when a ticket is updated or created.
callsidupdated_atmergeRetrieves all calls specific to channels
addresses-replaceRetrieves addresses information
greetings-replaceRetrieves all default or customs greetings
phone_numbers-replaceRetrieves all available phone numbers.
settings-replaceRetrieves account settings related to Zendesk voice accounts
lines-replaceRetrieves all available lines, such as phone numbers and digital lines, in your Zendesk voice account.
agents_activity-replaceRetrieves activity information for agents
legs_incrementalidupdated_atmergeRetrieves detailed information about each agent involved in a call.
chatsidupdate_timestamp/ updated_timestampmergeRetrieves available chats.

Use these as --source-table parameter in the ingestr ingest command.