The Zendesk Support Connector pulls information from the Zendesk Support Things such as comments made on articles, attachments on articles, votes, and more. Use Domo’s Zendesk Support connector to compile reports about articles, topics, sections, votes, posts, and so on. To learn more about the Zendesk API, visit their page (https://developer.zendesk.com/rest_api/docs/core/introduction).
The Zendesk Support connector is a "Cloud App" connector, meaning it retrieves data stored in the cloud. In the Data Center, you can access the connector page for this and other Cloud App connectors by clicking Cloud App in the toolbar at the top of the window.
You connect to your Zendesk Support account in the Data Center. This topic discusses the fields and menus that are specific to the Zendesk Support connector user interface. General information for adding DataSets, setting update schedules, and editing DataSet information is discussed in Adding a DataSet Using a Data Connector.
Be aware that Zendesk's API is rate-limited. See more details under troubleshooting section.
To connect to your Zendesk Support account and create a DataSet, you must have the following:
The username for your Zendesk account. The user must be a Zendesk admin.
The API token OR password for your Zendesk account.
The Zendesk URL for your company.
To use a password, enable API authentication using an agent's email address and password. This may already be enabled for sign-in to the Zendesk Support mobile apps.
Zendesk recommends that you use API tokens to keep your agents' passwords safe. API tokens are managed in the Zendesk Support Admin interface at Admin > Channels > API. The page lets you view, add, or delete tokens. More than one token can be active at the same time. Deleting a token deactivates it permanently.
Connecting to Your Zendesk Support Account
This section enumerates the options in the Credentials and Details panes in the Zendesk Support Connector page. The components of the other panes in this page, Scheduling and Name & Describe Your DataSet, are universal across most connector types and are discussed in greater length in Adding a DataSet Using a Data Connector.
This pane contains fields for entering credentials to connect to your Zendesk Support account. The following table describes what is needed for each field:
|Username||Enter the username for your Zendesk account. The user must be a Zendesk admin.|
|Authenticate By||Specify whether you want to use your Zendesk API token or password to authenticate.|
|API Token or Password||Enter your Zendesk API token or password. This must match what you have selected in the Authenticate By menu. For example, if you select API Token for Authenticate By, you must enter your API token in this field, not your password.|
|Zendesk URL||Enter the URL for your company's Zendesk instance|
Once you have entered valid Zendesk Support credentials, you can use the same account any time you go to create a new Zendesk Support DataSet. You can manage connector accounts in the Accounts tab in the Data Center. For more information about this tab, see Managing User Accounts for Connectors.
This pane contains a primary Report menu, along with various other menus which may or may not appear depending on the report type you select.
|Articles||Lists all articles.|
|Article Attachments||List all attachments for each article.|
|Article Comments||Lists all comments for each article.|
|Article Labels||Lists all article labels.|
|Categories||Lists all categories.|
|Themes||Lists all themes.|
|Topics||Lists all topics.|
|Sections||Lists all sections.|
|Votes||Lists all votes for each article.|
Zendesk's API is rate limited. Zendesk allows only a certain number of requests per minute depending on the customer's plan and the endpoint. If your Zendesk Support connection in Domo seems slow, consider upgrading your plan to get higher rate limits.
Essential plan = 10 requests per minute (RPM)
Team plan = 200 RPM
Professional = 400 RPM
Enterprise = 700 RPM
High Volume Add-on = 2,500 RPM
If you get a 429 error, this indicates that the rate limit has been exceeded.
You can compare your API activity in the last 24 hours against your rate limit using Zendesk's "Tracking API activity against your rate limit" article at https://support.zendesk.com/hc/en-us...our_rate_limit.
If your connection is unsuccessful, check that your API token is active. API tokens are managed in the Zendesk Support Admin interface at Admin > Channels > API. The page lets you view, add, or delete tokens. More than one token can be active at the same time.