Zendesk

You can load the data of your Zendesk tickets and user information into the Destination of your choice using Hevo Pipelines.

For creating Pipelines using this Source, Hevo provides you a fully managed BigQuery data warehouse as a possible Destination. This option remains available till the time you set up your first BigQuery Destination irrespective of any other Destinations that you may have. With the managed warehouse, you are only charged the cost that Hevo incurs for your project in Google BigQuery. The invoice is generated at the end of each month and payment is recovered as per the payment instrument you have set up. You can now create your Pipeline and directly start analyzing your Source data. Read Hevo Managed Google BigQuery.


Prerequisites

  • You are an Administrator in Zendesk to access your data through APIs.

Configuring Zendesk as a Source

Perform the following steps to configure Zendesk as a Source in your Pipeline:

  1. Click PIPELINES in the Asset Palette.

  2. Click + CREATE in the Pipelines List View.

  3. In the Select Source Type page, select Zendesk as the Source.

  4. In the Configure your Zendesk Source page, provide the following information:

    Zendesk Settings

    • Pipeline Name: A unique name for your Pipeline.

    • Sub Domain: Your Zendesk sub-domain.

    • Email: Your login email ID for Zendesk.

    • Token: The Zendesk token which you generated.

  5. Click TEST & CONTINUE.

  6. Proceed to configuring the data ingestion and setting up the Destination.


Generating a Zendesk API Token

  1. Log in to your Zendesk Admin Center (https://<your sub-domain name>/admin/home).

  2. In the left navigation pane, click the Apps and integrations ( ) icon, and select APIs > Zendesk API.

  3. From the Settings tab, enable Token access.

  4. Click Add API token to generate a new API token.

    Add Zendesk Token

  5. Copy the API token and save it in a secure location like any other password. For more details, read the Zendesk documentation.

Note: If you are re-generating the API token, you must update it in the Pipeline Source settings. Read Modifying the Source and Destination Configuration for information on how to edit the Source settings in an existing Pipeline.


Data Replication

Hevo replicates data for all the Support and Voice objects in your Zendesk account using the Incremental Export API.

Default Pipeline Frequency Minimum Pipeline Frequency Maximum Pipeline Frequency Custom Frequency Range (Hrs)
5 Mins 5 Mins 3 Hrs 1-3

Note: The custom frequency must be set in hours, as an integer value. For example, 1, 2, 3 but not 1.5 or 1.75.

  • Historical Data: In the first run of the Pipeline, Hevo ingests the data for the past one year for all the objects in your Zendesk account. From Release 1.76 onwards, for all existing and new Pipelines, Hevo ingests your historical data in reverse order, starting from the latest to the earliest. This enables you to have quicker access to the most recent data.

  • Incremental Data: All new and updated Events are synchronized with your Destination as per your selected ingestion frequency.


Data Model

Hevo fetches data for the Organizations, Tickets, Ticket Events, and Users objects using the Support API. It also fetches information for the Calls and Call Legs objects using the Talk API.

The data returned by the Support API includes the id field, which uniquely identifies each object. For example, the id field in the tickets object uniquely identifies a ticket, while the id field in the users object uniquely identifies a user. Hevo recommends that you use this id field as your primary key while creating a table in your Destination.

The following tables (objects) are created in the Destination when you run the Pipeline:

Objects Description
Zendesk Support  
tickets Contains details of the communication between your customers and your Support agents.
ticket_events Contains details such as response times, agent work times, and requester wait times.
ticket_fields Contains details of the ticket, such as requester or assignee.
ticket_forms Contains details of the collection of ticket fields that are visible to the Support agent as well as the end-user.
ticket_metrics Contains metrics, such as assigned_at or first_resolution_time_in_minutes of the tickets in your Zendesk account.
users 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.
organizations Contains details of the organizations into which your customers are segregated, to route tickets created by them for better support.
organization_memberships Contains details of the organization of which your user(s) is a member.
brands Contains details of the customer-facing identities (URLs) of your company.
groups Contains details of the groups into which your agents and tickets can be organized.
group_memberships Contains details of the groups to which an agent is linked.
custom_roles 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.
satisfaction_ratings Contains details of the feedback given by your customers about their experience with your Support team by rating their solved tickets.
schedules Contains details of the schedules that you have created to indicate your Support team’s availability.
sla_policies 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.
Zendesk Talk  
calls Contains details of the calls received or made to/from your Talk number.
legs Contains details of the interaction between your agent and customer during a call, or any action the system took on the call.



See Also


Revision History

Refer to the following table for the list of key updates made to this page:

Date Release Description of Change
May-10-2022 NA Updated the steps to generate the Zendesk API Token.
Feb-07-2022 1.81 - Organized content for clarity and coherence.
- Added section, Data Model and included the Zendesk Voice objects, calls, and legs that are supported from Release 1.81 onwards.
Jan-07-2022 1.76 Added information about reverse historical load in the Data Replication section.
Oct-25-2021 1.74 - Updated the Data Replication section with information about the list of objects that Hevo fetches and the historical and incremental data load.
- Added the Pipeline frequency information in the Data Replication section.
Last updated on 09 May 2022