Release Notes

November 2020

Our Zendesk Support connector now supports multithreading. We can now use multiple parallel API requests to fetch ticket data from your Zendesk account to your destination, leading to faster sync speeds. The connector’s sync speed depends on your Zendesk API quota. We are gradually rolling out this new feature to all existing customers.

September 2020

We have released a pre-built dbt package for Zendesk Support. Find the package in Fivetran's dbt hub. Learn more about our dbt integration in our dbt Transformations documentation.

We have added a new table, ARTICLE, which stores details about all Help Center articles. Learn more in Zendesk's Articles documentation.

August 2020

We have added a new table, CALL_METRIC, which stores the Zendesk Talk call details. We exclude the CALL_METRIC table from the sync by default. To sync the table, go to the Schema tab on your connector details page and select it.

June 2020

We have added a new column, created_at, to the SCHEDULE table.

May 2020

We have renamed the attribute_value_name column to value in the TICKET_ATTRIBUTE and AGENT_ATTRIBUTE tables.

We have added a new table AUDIT_LOG, which stores the logs of an audit. We exclude the AUDIT_LOG table from your syncs by default. To sync the table, go to the Schema tab on your connector details page and select AUDIT_LOG table.

April 2020

We have added a new table, TICKET_ATTRIBUTE, which stores the attribute values of a ticket.

We have added a new table, AGENT_ATTRIBUTE, which stores the attribute values of an agent.

March 2020

We have added a new table, POST, which stores the content that you post or share with the community.

We have added a new table, POST_COMMENT, which stores the comments made on your posts.

We have added a new table, SKIP_TICKET_HISTORY, which stores skip records. When an agent skips over a ticket without responding to the end user, it is recorded as a skip.

We have added a new field, merged_ticket_ids, to the TICKET table. This field stores the ticket IDs of the merged tickets.

January 2020

We have renamed our Zendesk connector to Zendesk Support. This name change applies to the Fivetran dashboard and our documentation.

December 2019

We have added a new table, TICKET_ALERT, to sync the following event types:

CC
Notification
OrganizationActivity
External

We have added a new table, ALERT_RECIPIENT, to store the recipients of an alert.

November 2019

We now add system data to the TICKET table. Each new system data column will have the prefix system_ (for example, system_location).

The Zendesk connector now supports priority-first sync. Priority-first syncs fetch your most recent data first so that it's quickly ready for you to use. Zendesk's priority-first syncs fetch the most recent 15 days of data from the TICKET table and its subtables.

To learn more, see our priority-first sync documentation.

July 2019

We have stopped syncing data to TICKET_METRIC_EVENT table.

June 2019

We now exclude the ORGANIZATION_MEMBERSHIP table from the sync by default because it can be a large table and may degrade performance.

If you wish to sync ORGANIZATION_MEMBERSHIP go to the schema tab of your Fivetran dashboard and select it.

April 2019

In order to make it possible to create accurate measures of ticket metrics and SLA policy violations, we have improved how SCHEDULE's are represented. In a previous attempt, we added start_time_utc and end_time_utc to the SCHEDULE table, but that did not account for daylight savings time. Instead, we are adding new tables that make it possible to accurately calculate the schedule in the applicable time zone throughout the year. To enact these improvments, we've made the following changes:

Added new table DAYLIGHT_TIME with the following fields:
- time_zone
- year
- daylight_start_utc
- daylight_end_utc
- daylight_offset
Added new table TIME_ZONE with the following fields:
- time_zone
- standard_offset
We will deprecate start_time_utc and end_time_utc fields from the SCHEDULE table after May 15, 2019.

March 2019

You can now configure your Zendesk connector through the Fivetran REST API. This feature is in BETA and available only for Standard and Enterprise accounts.

The TICKET_METRIC_EVENT table is deprecated. We will stop syncing this table after May 1, 2019. It will be replaced by the SLA_POLICY_HISTORY and TICKET_SLA_POLICY tables.
Added new table SLA_POLICY_HISTORY with the following fields:
- id
- updated_at
- title
- description
- position
- created_at
Added new table TICKET_SLA_POLICY with the following fields:
- sla_policy_id
- ticket_id
- policy_applied_at

February 2019

Added new TICKET_CUSTOM_FIELD table with id and title fields. For custom fields, TICKET_FIELD_HISTORY.field_name is a field id that references TICKET_CUSTOM_FIELD.id.

January 2019

We have added the following fields to the BRAND table:

has_help_center
help_center_state
logo_content_type
logo_content_url
logo_file_name
logo_id
logo_mapped_content_url
logo_size
logo_url

November 2018

We have dropped the deleted column from the GROUP table.

September 2018

The fields ticket_id and created_at are now the primary keys for the TICKET_SCHEDULE table. This change accounts for cases where a ticket is repeatedly assigned to a schedule.
In cases where multiple schedule assignment events are triggered in a single ticket audit, we now only create a record in the TICKET_SCHEDULE table for the final schedule assignment event.
We now use a Zendesk-supplied list of 100+ time zone names to map times in the TICKET_SCHEDULE table to UTC.
We have added two new fields, via_source_to_name and via_source_to_address, to the TICKET_EVENTand TICKET tables.

August 2018

We now sync ticket metric event data in the TICKET_METRIC_EVENT table.
We now sync SLA policy data in the SLA_POLICY_HISTORY table.
We now sync SLA policy metric data in the SLA_POLICY_METRIC_HISTORY table.

The TICKET_FORM_HISTORY table is now included in your Fivetran syncs.

July 2018

We now sync schedule_id data for tickets in a new table called TICKET_SCHEDULE.

We have added a new table, DOMAIN_NAME.

June 2018

We have added two new columns, start_time_utc and end_time_utc, to the SCHEDULE table. These two columns make it easier to calculate ticket metrics that depend on working hours. The column units are minutes from Sunday at midnight UTC. For example, a column value of 720 is equivalent to Sunday at noon UTC because it is 720 minutes later than Sunday at midnight (12 hours * 60 minutes).

May 2018

Zendesk uses various non-standard time formats in different regions. We can now parse non-standard times like Mon Jan 1 2018, 00:00:00 GMT-0300 (Hora oficial do Brasil) and Mon Apr 30 2018 15:44:04 GMT+0000 when they come from Zendesk.

Documentation