Data connector details

  • Category: Helpdesk
  • Connector type: API

Description

Use the Zendesk connector to retrieve and analyze customer support tickets.

API limitations

Please note that the Zendesk API imposes some limitations on the amount of data that you can pull. For the most up-to-date information, see Rate Limits and Endpoint-Specific Rate Limits on the Zendesk Developers site. Stratifyd uses the GET method of these two endpoints:

  • /api/v2/search.json
  • /api/v2/ticket_fields.json

If you have issues with pulling data, try narrowing your date range on the second page of the wizard.

Input fields

When setting up the connector, you log into your Zendesk instance. You can filter your results by ticket status.

  • Zendesk URL: Copy and paste in your Zendesk URL, e.g. https://xxxxx.zendesk.com
  • Email: Enter the email address associated with your Zendesk account.
  • Password: Enter the password associated with your Zendesk account.
  • Status: Select status values of the tickets you want to analyze.

You can change your date range on the second page of the wizard, or optionally Schedule data crawls to update your data stream periodically.

Data dictionary

This connector returns fields like the following that you can use in analysis. It also detects and includes any custom Zendesk fields.

allow_attachments

  • Description: Returns a value indicating whether attachments are allowed.
  • Category: meta

allow_channelback

  • Description: Returns a value indicating whether support personnel are allowed to reply to comments.
  • Category: meta

brand_id

  • Description: Returns the identification number of the brand.
  • Category: meta

comments.attachments.

  • Description: Returns various information about any attachments to the comment.
  • Category: meta

comments.audit_id

  • Category: meta

comments.author_id

  • Description: Returns the comment author ID numbers.
  • Category: meta

comments.body

  • Description: Returns the raw data of the comment.
  • Category: text index

comments.created_at

  • Description: Returns the dates and times of comments.
  • Category: date index

comments.html_body

  • Description: Returns the raw HTML body of the comment.
  • Category: meta

comments.id

  • Category: meta

comments.metadata.

  • Description: Returns various information about metadata transmitted along with the comment.
  • Category: meta

comments.public

  • Description: Returns a value indicating whether the comment is public.
  • Category: meta

comments.type

  • Description: Returns the type of the comment.
  • Category: meta

comments.via.

  • Description: Returns various information about the source of the comment.
  • Category: meta

crawler_time_stamp

  • Description: Returns the date and time when the data was crawled in numeric format.
  • Category: meta

created_at

  • Description: Returns the date and time when the ticket was created.
  • Category: date index

custom_fields.id

  • Description: Returns the identification number of any custom fields.
  • Category: meta

custom_fields.value

  • Description: Returns any custom field value.
  • Category: meta

custom_*

  • Description: Returns various custom fields that you may have added to Zendesk.
  • Category: various categories

description

  • Description: Returns the free-form text of the customer ticket.
  • Category: text index

fields.id

  • Description: Returns the identification number of the fields.
  • Category: meta

fields.value

  • Description: Returns the value of the fields.
  • Category: meta

group_id

  • Description: Returns the identification number of the group.
  • Category: meta

has_incidents

  • Description: Returns a value indicating whether the ticket has incidents.
  • Category: meta

id

  • Description: Returns a unique identifier for each record.
  • Category: meta

is_public

  • Description: Returns a value indicating whether the ticket is public.
  • Category: meta

organization_id

  • Description: Returns the identification number of the organization.
  • Category: meta

priority

  • Description: Returns the priority of the ticket.
  • Category: meta

raw_subject

  • Description: Returns the free-form text of the ticket subject.
  • Category: text index

recipient

  • Description: Returns the email address of the support staff recipient.
  • Category: meta

requester_id

  • Description: Returns the identification number of the requester.
  • Category: meta

result_type

  • Description: Returns the result type, e.g. ticket.
  • Category: meta

status

  • Description: Returns the status of the ticket, e.g. new.
  • Category: meta

subject

  • Description: Returns the free-form text of the ticket subject.
  • Category: text index

submitter_id

  • Description: Returns the identification number of the submitter.
  • Category: meta

tags

  • Description: Returns any tags on the ticket.
  • Category: meta

ticket_form_id

  • Description: Returns the identification number of the ticket form.
  • Category: meta

updated_at

  • Description: Returns the date and time when the ticket was last updated.
  • Category: date index

url

  • Description: Returns the URL of the ticket.
  • Category: meta

via.channel

  • Description: Returns the channel via which the ticket was created, e.g. chat, email.
  • Category: meta

via.source.from.address

  • Description: Returns the email address of the user who submitted the ticket.
  • Category: meta

via.source.from.name

  • Description: Returns the name of the user who submitted the ticket.
  • Category: user index

via.source.from.profile_url

  • Description: Returns the URL of the user's profile.
  • Category: meta

via.source.from.subject

  • Description: Returns the free-form text of the ticket subject.
  • Category: text index

via.source.from.ticket_id

  • Description: Returns the identification number of the user who submitted the ticket.
  • Category: user index

via.source.from.twitter_id

  • Description: Returns the Twitter ID of the user who submitted the ticket.
  • Category: meta

via.source.from.username

  • Description: Returns the user name of the user who submitted the ticket.
  • Category: user index

via.source.rel

  • Description: Returns any related source, e.g. follow_up, web_widget.
  • Category: meta

via.source.to.address

  • Description: Returns the email address to which the ticket was submitted.
  • Category: meta

via.source.to.name

  • Description: Returns the name to whom the ticket was submitted.
  • Category: meta

via.source.to.profile_url

  • Description: Returns the URL of the person to whom the ticket was submitted.
  • Category: meta

via.source.to.twitter_id

  • Description: Returns the Twitter ID of the person to whom the ticket was submitted.
  • Category: meta

via.source.to.username

  • Description: Returns the user name of the person to whom the ticket was submitted.
  • Category: user index

Data

  • Description: Returns all of the data including custom Zendesk fields.

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