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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 'zendesk.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 'zendesk.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:

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

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