Zendesk Support MAR Management
Zendesk Connector Overview
- Zendesk supports history for a subset of tables where keeping track of the history provides analytical value. This means that each new version of a record is added as a new row without creating duplicates of the same version. The following tables use the type 2 slowly-changing dimension format to track the history of records:
AGENT_CHANNEL_HISTORYAGENT_MAX_CAPACITY_HISTORYAGENT_STATUS_HISTORYAGENT_UNIFIED_STATUS_HISTORYTICKET_TAG_HISTORYTICKET_FIELD_HISTORYTICKET_FORM_HISTORYGROUP_SLA_POLICY_METRIC_HISTORYGROUP_SLA_POLICY_HISTORYSLA_POLICY_METRIC_HISTORYSLA_POLICY_HISTORYSKIP_TICKET_HISTORY
- For all other tables when Fivetran detects a change in the data, we update or insert (upsert) into the destination, overwriting old data.
- Fivetran detects deleted tickets and adds a
_fivetran_deletedcolumn for a subset of Zendesk tables. - Custom fields configured in Zendesk will be captured and synced by Fivetran.
- Fivetran excludes the below tables from the sync by default because it can be a large table and may degrade performance. If you want to sync these tables, go to the Schema tab of your Fivetran dashboard and select the below tables:
CALL_METRICORGANIZATION_MEMBERSHIPAUDIT_LOG
- Historical data is not available for the following tables because they are synced using webhooks:
AGENT_CHANNEL_HISTORYAGENT_MAX_CAPACITY_HISTORYAGENT_STATUS_HISTORYAGENT_UNIFIED_STATUS_HISTORY
What Contributes Towards MAR?
There are 5 primary actions that will contribute toward MAR:
- A new ticket is created in your Zendesk account
- An existing ticket is updated (ex: Status changed from Open → Pending)
- A ticket is deleted
- A new custom field is added in Zendesk and is populated for tickets
- A non-ticket object is added or updated (SLAs, users, organizations, etc.)
Managing MAR for your Zendesk connections
- Be aware of any Zendesk automation and triggers that make bulk edits or updates (for example, tickets automatically closed after 30 days without update). All updates to objects contribute toward MAR, so be sure to understand all processes in Zendesk.
- The below tables are disabled by default. Enable them only if you need that data:
ORGANIZATION_MEMBERSHIPAUDIT_LOGCALL_METRIC
- Priority-first syncs sync the most recent tickets first during the historical sync, which counts towards free MAR.
- Subsequent backward syncs continue to capture historical data, also for free, counting towards Initial Sync MAR.
- Rows delivered as part of the initial sync are free, but subsequent updates to the rows count towards paid MAR.
- Priority-first syncs are automatically enabled for the
TICKETtable and its sub-tables,SATISFACTION_RATINGandCALL_METRIC. The first sync with a subset of the data is free. The subsequent syncs that are required to complete the historical sync do count towards MAR.