Zendesk

Migrating Pipelines to Upgraded Zendesk Source

From Release 2.26, Hevo supports an improved version of the Zendesk Source that uses a cursor-based pagination strategy. As a part of this upgrade, Hevo supports the following updates made to the relevant objects:

Updates to existing objects

Addition of new objects

You can migrate your Pipeline to the upgraded version of the Zendesk Source by performing the following steps:

1. Click PIPELINES in the Navigation Bar.

2. Search for and click the Zendesk Pipeline that you want to upgrade.

3. In the banner displayed on the Pipeline Overview page, click UPGRADE PIPELINE.

   

4. In the confirmation dialog, click YES, UPGRADE PIPELINE.

You have successfully upgraded the Pipeline.

After the Pipeline upgrade, Hevo restarts the historical load for the following objects if they were Active and their historical load was either completed or in progress in the existing Pipeline:

• Tickets

• Ticket Events

• Organizations

• Users

• Satisfaction Ratings

• Calls

• Legs

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Data Replication

For Teams Created	Default Ingestion Frequency	Minimum Ingestion Frequency	Maximum Ingestion Frequency	Custom Frequency Range (in Hrs)
Before Release 2.21	12 Hrs	5 Mins	24 Hrs	1-24
After Release 2.21	12 Hrs	30 Mins	24 Hrs	1-24

• Historical Data: In the first run of the Pipeline, Hevo ingests the data of the past one year for all the selected objects in your Zendesk account. From Release 1.76 onwards, for all existing and new Pipelines, Hevo ingests your historical data using the Recent Data First approach. This enables you to have quicker access to the most recent data.

• Incremental Data: Once the historical load is complete, data is ingested as per the ingestion frequency in Full Load or Incremental mode, as mentioned in the table below.

Custom frequency for Full Load objects

Hevo allows you to set the ingestion frequency for Full Load objects separately from the Pipeline ingestion frequency. You can reduce your Events quota consumption by ingesting Full Load objects at a lower frequency without affecting other objects in the Pipeline. Read Query Modes and Events Quota Consumption to know how different query modes affect your Events quota consumption.

You can identify the Full Load objects in the Pipelines Detailed View by the FL tag corresponding to their name. Alternatively, you can view only Full Load objects in your Pipeline by selecting Full Load from the Filter ( ) menu.

Perform the following steps to set a custom ingestion frequency for Full Load objects:

1. In the Pipelines Detailed View, click the More ( ) icon to open the Pipeline’s Action menu and click Change Schedule.

   

2. In the Change the Pipeline Ingestion Schedule pop-up window, enable the Enable Full Load Object Ingestion Schedule option.

   

   Note:

   • For custom frequency, this option is available only when Run at fixed interval is selected.
   • If your Pipeline ingests data from Full Load objects on an independent schedule, manual actions such as Run Now and Restart Object are automatically deferred to the next ingestion schedule. To run any of these actions immediately, turn off the Full Load Object Ingestion Schedule option, trigger the required action, and then re-enable the schedule.

3. Select the ingestion frequency for the Full Load objects as per your requirements. You can select Custom and define the ingestion frequency by specifying an integer value in hours.

   Note: Full Load objects can be ingested at a frequency more than or equal to the Pipeline’s ingestion frequency.

   

4. Click SCHEDULE.

The updated schedule is applied immediately.

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Data Model

Hevo supports the Zendesk Support, Talk, and Help Centre APIs for fetching data for various objects.

Using the Zendesk Support API, the following tables (objects) are created in the Destination when you run the Pipeline:

Objects	Mode	Description
Brands	Full Load	Contains details of the customer-facing identities (URLs) of your company.
Custom Roles	Full Load	Contains details of the custom roles created for your Support agents and the access that these roles have. For example, you can create a role Contributor and assign it to agents who can make only internal comments on a ticket.
Groups	Full Load	Contains details of the groups into which your agents and tickets can be organized.
Group Memberships	Full Load	Contains details of the groups to which an agent is linked.
Organizations	Incremental	Contains details of the organizations into which your customers are segregated, to route tickets created by them for better support.
Organization Memberships	Full Load	Contains details of the organization of which your user(s) is a member.
Satisfaction Ratings	Incremental	Contains details of the feedback given by your customers about their experience with your Support team by rating their solved tickets.
Schedules	Full Load	Contains details of the schedules that you have created to indicate your Support team’s availability.
SLA Policies	Full Load	Contains details of the service level agreement between you and your customers that specifies performance measures for support. For example, the SLA for urgent tickets could be to respond within 10 minutes and resolve or mitigate the ticket within 2 hours.
Tickets	Incremental	Contains details of the communication between your customers and your Support agents.
Ticket Events	Incremental	Contains details such as response times, agent work times, and requester wait times.
Ticket Fields	Full Load	Contains details of the ticket, such as requester or assignee.
Ticket Forms	Full Load	Contains details of the collection of ticket fields that are visible to the Support agent as well as the end-user.
Users	Incremental	Contains details of your Zendesk Support users based on their type: - End Users: Your customers who request support using tickets. - Agents: Your Zendesk Support agents who resolve customer tickets. - Administrators: Your Zendesk Support agents with administrative abilities.

Using the Zendesk Talk API, the following tables (objects) are created in the Destination when you run the Pipeline:

Objects	Mode	Description
Addresses	Full Load	Contains details of addresses associated with a profile. They are often used to verify a business while purchasing Talk phone numbers in certain countries to meet regulatory requirements.
Calls	Incremental	Contains details of the calls received or made to/from your Talk number.
Greetings	Full Load	Contains details of the recorded messages used to greet customers when they contact support via phone or chat. These can be either default Zendesk greetings or custom ones.
IVRs	Full Load	Contains details of the keypad tones or voice commands used to direct customers to an agent or department, provide recorded responses to FAQs, and deflect calls from users by switching interactions to text. These tones and commands are part of Zendesk’s Interactive Voice Response (IVR) automated phone system.
Legs	Incremental	Contains details of the interaction between your agent and customer during a call, or any action the system took on the call.
Lines	Full Load	Contains details of the available phone numbers and virtual phone lines in your Zendesk account.

Using the Zendesk Help Center API, the following tables (objects) are created in the Destination when you run the Pipeline:

Objects	Mode	Description
Articles	Incremental	Contains details of the content items such as help topics or technical notes included in sections.
Posts	Full Load	Contains details of the content, such as posts, post comments, or article comments, shared by a user with the community.
Topics	Full Load	Contains details of a collection of community posts on a subject or theme.

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