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Domo Knowledge Base

Zendesk Upsert Connector

Version 2

 

Intro

Zendesk provides a cloud-based customer service program that includes ticketing, self-service options, and customer support features. It enhances productivity, processes, and pipelines for your sales teams. Use Domo’s Zendesk Upsert connector to compile reports about tickets, users, and more. To learn more about the Zendesk API, visit their page (https://developer.zendesk.com/rest_api/docs/core/introduction).

The Zendesk 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 account in the Data Center. This topic discusses the fields and menus that are specific to the Zendesk Upsert 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.

Prerequisites

To connect to your Zendesk account and create a DataSet, you must have the following:

  • The username for your Zendesk account

  • 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 Account

This section enumerates the options in the Credentials and Details panes in the Zendesk Upsert 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.

Credentials Pane

This pane contains fields for entering credentials to connect to your Zendesk account. The following table describes what is needed for each field:  

Field

Description

Username Enter the username you use to log into your Zendesk account.
Authenticated 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 selected 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 credentials, you can use the same account any time you go to create a new Zendesk Upsert 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.

Details Pane

This pane contains a primary Reports menu, along with various other menus which may or may not appear depending on the report type you select.

Menu

Description

Report

Select the Zendesk report you want to run. The following reports are available:

Organizations Retrieves information about the organizations in your Zendesk instance.
Tickets Retrieves information about the created and updated tickets.
Ticket Comments Retrieves the comments on the tickets.
Ticket Metric Events Retrieves the ticket metric events.
Users Retrieves the information about the users in your Zendesk instance.
Associated Data Select the associated data you want loaded along with the tickets.
Include Attachments Specify whether you would like to include the attachments in the results.
Date Selection Select the Date to start retrieving data on the first run. Subsequent runs will automatically retrieve newly created and updated tickets, users, or organizations.
Single Date Select whether the report data is for a specific date or for a relative number of days back from today.
Specific Date Select the specific date using the date selector.
Relative Date Enter the number of days back that you would like to get data for in the Days Back field. Specify either today or 0, yesterday or 1, or today-7 or 7 to get data for 7 days into the past.
Legacy Schema Selection Select this check box to use legacy schema for backward compatibility with Zendesk connector.
Exclude Deleted Records Select this check box to exclude the deleted records from the data.
   

Other Panes

For information about the remaining sections of the connector interface, including how to configure scheduling, retry, and update options, see Adding a DataSet Using a Data Connector.