Zendesk Support
Zendesk Support is a cloud-based customer support platform.
Features
| Feature Name | Supported | Notes |
|---|---|---|
| Capture Deletes | check | BRAND, CUSTOM_ROLE, FORUM_TOPIC, GROUP, GROUP_MEMBER, SCHEDULE, TICKET*, TICKET_FIELD_HISTORY*, and SLA_POLICY_HISTORY tables. |
| Custom Data | check | We support custom fields for the USER, ORGANIZATION, and TICKET tables.We support the custom table TICKET_CUSTOM_FIELD which is populated via ticket custom fields.We do not support Zendesk custom objects. |
| Data Blocking | check | ORGANIZATION_MEMBER table only |
| Column Hashing | ||
| Re-sync | check | Connector level |
| History | check | |
| API Configurable | check | |
| Priority-first sync | check | CALL_METRIC, TICKET and its subtables |
| dbt Package | check |
We capture deletes in the
TICKETandTICKET_FIELD_HISTORYtables using thestatusfield.
Setup guide
Follow our step-by-step Zendesk Support setup guide to connect Zendesk Support with your destination using Fivetran connectors.
Schema information
This schema applies to all Zendesk Support connections created after 12/7/2017.
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Schema notes
To display some information about ticket deletion, we artificially create a TICKET_FIELD_HISTORY record when we detect a deleted ticket - it is not created from any audit event. This is because the source does not provide us event audit data for deleted tickets. Any ticket audit event indicating deletion of a ticket is added with a null value in the user_id column, and the updated_at value is taken from the updated_at value on the ticket that was deleted.
TICKET_FIELD_HISTORY.field_name is the custom field ID for custom fields. The TICKET_CUSTOM_FIELD table contains the custom field title.
Schedule assignment for tickets is a Zendesk Enterprise feature. For all other accounts the default schedule applies to all tickets.
We sync the SCHEDULE table only if you have created a schedule in Zendesk.
We sync the TICKET_SCHEDULE table when you create a trigger with a set schedule action. Read Zendesk's documentation for more information.
We exclude the ORGANIZATION_MEMBERSHIP table from the sync by default because it can be a large table and may degrade performance. We also exclude the AUDIT_LOG table from the sync by default. If you wish to sync these tables go to the Schema tab of your Fivetran dashboard and select the tables.