Zendesk Chat (Edge)

Configure Zendesk Chat as a Source in your Pipeline

Perform the following steps to configure your Zendesk Chat Source:

1. Click Pipelines in the Navigation Bar.

2. Click + Create Pipeline in the Pipelines List View.

3. On the Select Source Type page, select Zendesk Chat.

4. On the Select Destination Type page, select the type of Destination you want to use.

5. In the Configure Source screen, specify the following:

   

   • Source Name: A unique name for your Source, not exceeding 255 characters. For example, Zendesk Chat Source.

   • In the Connect to Zendesk Chat section:

     • Zendesk Subdomain: The subdomain of your Zendesk account. For example, if the URL of your account is https://mycompany.zendesk.com, specify mycompany.

     • OAuth Client ID: The Client ID of the API client that you created.

     • OAuth Client Secret: The Client Secret of the API client.

     • Click Authorize, and log in to your Zendesk account if prompted. On the page that asks you to allow the API client to access your Zendesk Chat account, click Allow. Hevo displays the email address of your Zendesk user as Account Added.

       

6. Click Test & Continue to test the connection to your Zendesk Chat Source. Once the test is successful, you can proceed to set up your Destination.

   When you click this button, Hevo performs the following validations:

   • The OAuth authorization is valid. Hevo checks this by reading your Zendesk Chat account details.

   • The authorizing user can read the chats of your account. Hevo checks this by reading one chat. This check fails if you are not assigned the Owner or Administrator role.

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Data Replication

Hevo replicates data for all the objects selected on the Configure Objects page during Pipeline creation. By default, all supported objects and their available fields are selected. However, you can modify this selection while creating or editing the Pipeline. The Data Model lists the child objects of each parent object. Hevo ingests a child object along with its parent object.

In the first run of the Pipeline, Hevo ingests all the data available for the selected objects in your Zendesk Chat account. In the subsequent runs, as per the sync frequency, Hevo ingests data as follows:

Pipelines with this Source support the Merge load mode. For the Agent Engagement History and Agent Status History objects, you can also use the History Tracking load mode, which is the default load mode for these objects. Read History Mode.

The Agent Engagement History and Agent Status History objects use the agent ID as their primary key. With the History Tracking load mode, Hevo keeps every event of an agent as a separate version of the record, with the time of the event in the __hevo__valid_from column. With the Merge load mode, Hevo keeps only the latest event of each agent.

API Rate Limits

Zendesk Chat allows up to 200 API requests per minute for each Chat API endpoint. Read Rate limiting. If Zendesk Chat returns a rate limit error, Hevo waits and retries the request. To understand how Hevo handles such scenarios, read Handling Rate Limit Exceptions.

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Schema and Primary Keys

Hevo uses the following schema to upload the records in the Destination. For a detailed view of the objects, fields, and relationships, click the ERD.

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Data Model

The following is the list of tables (objects) that are created at the Destination when you run the Pipeline:

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