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, POST, SCHEDULE, SCHEDULE_HOLIDAY, TICKET*, TICKET_FIELD_HISTORY*, SLA_POLICY_HISTORY and all Zendesk Talk tables, except CALL_METRIC and CALL_LEG |
| History mode | check | AGENT_CHANNEL_HISTORY, AGENT_MAX_CAPACITY_HISTORY, AGENT_STATUS_HISTORY, AGENT_UNIFIED_STATUS_HISTORY, GROUP_SLA_POLICY_HISTORY, and GROUP_SLA_POLICY_METRIC_HISTORY tables. |
| Custom data | check | USER, ORGANIZATION, and TICKET tables.<br> We support the custom table, TICKET_CUSTOM_FIELD. Data from the ticket custom fields populate this table.<br> We support the custom table, TICKET_CUSTOM_STATUS. Data from the custom ticket statuses populate this table.<br>We do not support Zendesk custom objects. |
| Data blocking | check | ORGANIZATION_MEMBER table only |
| Column hashing | ||
| Re-sync | check | |
| API configurable | check | API configuration |
| Priority-first sync | check | CALL_METRIC, TICKET (and its child tables), TICKET_FIELD_HISTORY, and TICKET_TAG_HISTORY tables |
| Fivetran data models | check | |
| Private networking | ||
| Authorization via API | check |
We capture deletes in the
TICKETandTICKET_FIELD_HISTORYtables using thestatusfield.
Supported products
| Product Name | Notes |
|---|---|
| Zendesk Chat | Using our Zendesk Chat connector |
| Zendesk Gather | Only Posts and Comments |
| Zendesk Guide | Only Articles |
| Zendesk Support | |
| Zendesk Talk | Within the Zendesk Support Connector |
Setup guide
Follow our step-by-step Zendesk Support setup guide to connect Zendesk Support with your destination using Fivetran connectors.
Sync overview
The Zendesk Support connector supports multithreading. Fivetran uses multiple parallel API requests to sync data from Zendesk systems to your destination. The connector’s sync speed depends on your Zendesk API quota.
Fivetran also syncs the following tables by registering a webhook endpoint with Zendesk.
AGENT_CHANNEL_HISTORYAGENT_MAX_CAPACITY_HISTORYAGENT_STATUS_HISTORYAGENT_UNIFIED_STATUS_HISTORY
Schema information
This schema applies to all Zendesk Support connections created after 12/7/2017.
To zoom, open the ERD in a new window.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.
We sync the multi-select fields only if you have enabled TICKET_FIELD_HISTORY table.
Schedule assignment for tickets is a Zendesk Enterprise feature. For all other accounts the default schedule applies to all tickets.
We sync the SCHEDULE and SCHEDULE_HOLIDAY tables 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.
To create accurate measures of ticket metrics and SLA policy violations, we use the tables, DAYLIGHT_TIME and TIME_ZONE, to allow you to accurately calculate the schedule in the applicable time zone throughout the year.
We exclude the ORGANIZATION_MEMBERSHIP from the sync by default because they can be large tables and may degrade performance. We also exclude the AUDIT_LOG table from the sync by default. If you want to sync these tables, go to the Schema tab of your Fivetran dashboard and select the tables. Learn how in our connector schema documentation.
We perform a weekly sync of the ORGANIZATION_MEMBERSHIP table every Saturday. Additionally, we sync the table when a connector/table level re-sync is triggered or if more than 7 days have passed since the last sync.
We sync the TICKET_LINK table only if you have Administrator permissions and the Jira application is installed in your Zendesk Support account. For more information about setting up Zendesk Support for Jira integration, see Zendesk's documentation.
We sync the following tables only if Zendesk Talk is integrated with your account:
ADDRESSCALL_METRICCALL_LEGCALL_LEG_QUALITY_ISSUEGREETINGGREETING_CATEGORYGREETING_IVRIVRIVR_MENUIVR_MENU_ROUTEIVR_MENU_ROUTE_OPTIONLINELINE_CATEGORISED_GREETINGLINE_GREETINGLINE_GROUP
NOTE:
IVR,IVR_MENU,IVR_MENU_ROUTE, andIVR_MENU_ROUTE_OPTIONtables are available only for Zendesk Talk's Professional and Enterprise plans.
Syncing empty tables and columns
The Zendesk Support connector doesn't support the creation of empty tables and columns in your destination.
We create a table in the destination only if we can retrieve the table data from the source. If Zendesk doesn’t return data for the source table, we don’t create the table in your destination.
Zendesk API usage
The default Zendesk API usage limit of a connector is 90%. You can use our REST API to configure the usage between 25% - 90%.