Refine customer success data modeling with more detailed ticket tracking.
Attach response and resolution times, along with other contextual information, to Zendesk tickets
Create history tracking (slowly changing dimension type 2) for Zendesk ticket fields
Track SLA breaches as determined by your SLA policy configured in Zendesk
Support both business and calendar hour reporting to accommodate your support requirements
The Zendesk Support API provides over 20 different endpoints to help you programmatically gather your data, but it presents quite a few challenges. For example, you’ll have to figure out how to:
Normalize the data in a way that preserves the relationships between tickets and their associated fields and accounts
Capture deleted objects
Apply your SLA policy to your analytics dashboards
Our native Zendesk Support connector takes care of many of those challenges right out of the box. After the OAuth mechanism captures your authorized credentials, the API response is normalized into their respective tables, as laid out in our public documentation. This connector automatically detects when rows are updated in the source and applies those changes to the relevant rows in the destination tables, including when data has been deleted in Zendesk. Continuing to build on the data integrated by the connector, the dbt package creates tables that cover areas such as further insights into ticket field history tracking and alerting when SLA policies have been breached.