Release Noteslink

October 2023link

We have updated the Quickstart packages for the following connectors:

Fivetran Platform Connector to version 1.1.0
Google Ads to version 0.9.3
Intercom to version 0.8.0
Jira to version 0.15.0
NetSuite SuiteAnalytics to version 0.9.0
QuickBooks to version 0.12.0
Zendesk Support to version 0.11.2

* dbt Core is a trademark of dbt Labs, Inc. All rights therein are reserved to dbt Labs, Inc. Fivetran Transformations is not a product or service of or endorsed by dbt Labs, Inc.

We have added following new tables:

AUTOMATION
AUTOMATION_ACTION
AUTOMATION_CONDITION
CONTENT_TAG
GROUP_SLA_POLICY_HISTORY
GROUP_SLA_POLICY_METRIC_HISTORY
MACRO
MACRO_ACTION
SUSPENDED_TICKET
SUSPENDED_TICKET_ATTACHMENT
TICKET_GROUP_SLA_POLICY
TICKET_SIDE_CONVERSATION
TICKET_SIDE_CONVERSATION_EVENT
TICKET_SIDE_CONVERSATION_RECIPIENT
TRIGGER
TRIGGER_ACTION
TRIGGER_CONDITION

We are gradually rolling out these changes to all existing connectors.

September 2023link

We now capture deletes for the POST table. To capture deletes, we re-import the table once every 30 days.

August 2023link

We have added the following new columns to the TICKET table:

allow_attachments
from_messaging_channel
raw_subject

We have added the following new columns to the TICKET_CUSTOM_FIELD table:

agent_description
relationship_target_type
sub_type_id
tag

We have added two new columns, role_type and shared_phone_number, to the USER table.

We have added two new columns, metadata and plain_body, to the TICKET_COMMENT table.

We have added a new child table, TICKET_COMMENT_ATTACHMENT, to the TICKET_COMMENT table. This table stores the attachments in the ticket comments.

We have changed the composite primary key of the TICKET_SLA_POLICY table to ensure data integrity. The new composite key is a combination of the following columns:

policy_applied_at
sla_policy_id
ticket_id

We have added a new child table, TICKET_EMAIL_CC, to the TICKET table. This table stores the email_cc_ids in the ticket response.

We have deprecated the start_time_utc and end_time_utc columns from the SCHEDULE table and no longer sync data into these columns. To accurately calculate the schedule in the applicable time zone throughout the year, use the DAYLIGHT_TIME and TIME_ZONE tables. Be sure to remove the start_time_utc and end_time_utc columns from your queries. For more information, see our Zendesk Support documentation.

May 2023link

We have added a new column, id, to the TICKET_FIELD_OPTION table.

We have added the following new child tables to the TICKET_FORM_HISTORY table to support Ticket Forms:

AGENT_CONDITION
AGENT_CONDITION_REQUIRED_STATUS
END_USER_CONDITION
TICKET_FORM_FIELD
TICKET_FORM_RESTRICTED_BRAND

March 2023link

We have added two new tables, TICKET_COLLABORATOR and TICKET_FOLLOWER. We are gradually rolling out these changes to all existing connectors.

We now support the TICKET_CUSTOM_STATUS table which captures Custom Ticket Statuses.

Our Zendesk Support connector now supports table level re-sync.

February 2023link

We have added two new columns, phone_number_id and call_group_id, to the CALL_METRIC table.

December 2022link

We have added a new table, SCHEDULE_HOLIDAY. For more information, see Zendesk's documentation.

November 2022link

Now, you can configure the API usage limit of the Zendesk Support connector using our REST API. Previously, the default API usage limit was 90%. For more information, see our Zendesk Support API Configuration documentation.

October 2022link

We have added a new column, type, to the TICKET_CUSTOM_FIELD table.

We have added a new column, ticket_custom_field_id, to the TICKET_FIELD_OPTION table.

September 2022link

We now sync the following Zendesk Talk tables if Zendesk Talk is integrated with your account:

ADDRESS
CALL_LEG
CALL_LEG_QUALITY_ISSUE
GREETING
GREETING_CATEGORY
GREETING_IVR
IVR
IVR_MENU
IVR_MENU_ROUTE
IVR_MENU_ROUTE_OPTION
LINE
LINE_CATEGORISED_GREETING
LINE_GREETING
LINE_GROUP

August 2022link

We have added a new column, html_body, to the TICKET_COMMENT table.

June 2022link

We have added the via_* columns to the following tables:

TICKET_COMMENT
TICKET_TAG_HISTORY
TICKET_FIELD_HISTORY

December 2021link

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

If you want to sync the USER_VOTE table, go to the Schema tab of your Fivetran dashboard and select it. Learn how in our connector schema documentation.

October 2021link

We have added a new table, USER_VOTE, which stores the votes cast by a specific user. For more information, see Zendesk's documentation.

September 2021link

We have added the following new columns to the USER table:

default_group_id
iana_time_zone
report_csv

We have added a new table, TICKET_MACRO_REFERENCE, which stores a tickets’ macro data. For more information, see Zendesk's documentation.

May 2021link

We have added a new table, TICKET_LINK.

January 2021link

You can now exclude the TICKET_FIELD_HISTORY and TICKET_TAG_HISTORY tables from your syncs. On your Connector Details page, go to the Schema tab and deselect the tables. By default, we include the tables in the sync.

We now sync the TICKET_FIELD_HISTORY and TICKET_TAG_HISTORY tables on a priority-first basis.

December 2020link

We have expanded the public API endpoints Create a Connector and Modify a Connector. Now you can authorize the following connectors by adding the auth section to payloads:

We have added two new columns, followup_ids and via_followup_source_id, to the TICKET table.

November 2020link

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.

We have added a new field, via_source_from_address, to the TICKET table. The via_source_from_address field stores the original address that sent the Zendesk request.

September 2020link

We have released pre-built, dbt Core-compatible data models for Zendesk Support. Find the models in Fivetran's dbt hub or data models documentation. Learn more about our dbt Core integration in our Transformations for dbt Core documentation*.

* dbt Core is a trademark of dbt Labs, Inc. All rights therein are reserved to dbt Labs, Inc. Fivetran Transformations is not a product or service of or endorsed by dbt Labs, Inc.

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

August 2020link

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 2020link

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

May 2020link

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 2020link

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 2020link

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 2020link

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

December 2019link

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 2019link

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' worth of data from the TICKET table and its child tables.

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

July 2019link

We have stopped syncing data to the TICKET_METRIC_EVENT table.

June 2019link

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 2019link

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

March 2019link

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 2019link

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 2019link

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 2018link

We have dropped the deleted column from the GROUP table.

September 2018link

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 2018link

The TICKET_FORM_HISTORY table is now included in your Fivetran syncs.

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.

July 2018link

We have added a new table, DOMAIN_NAME.

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

June 2018link

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 2018link

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