Connecting to Zendesk

Zendesk is a cloud customer support ticketing system with customer satisfaction prediction.

Data integration: Skyvia supports importing data to and from Zendesk, exporting Zendesk data to CSV files, replicating Zendesk data to relational databases, and synchronizing Zendesk data with other cloud apps and relational databases.

Backup: Skyvia Backup supports Zendesk backup.

Query: Skyvia Query supports Zendesk.

Zendesk-Specific Features and Limitations

Field Naming

Skyvia does not support custom Zendesk fields having double quotation marks in their name.

Custom Fields

Custom Zendesk fields are available not for all pricing plans. By default, when working with an object that can have custom fields, Skyvia may try to access Zendesk data, related to custom fields. In case if custom fields are not available for your subscription, this will result in access error. In such cases, you need to turn off working with custom fields in your Zendesk connection on Skyvia. For this, when editing a connection, click Advanced Settings and clear the Use Custom Fields check box.

Incremental Export API

Skyvia supports Incremental Export API for Zendesk tickets. To enable it, when editing a connection, click Advanced Settings and select the Incremental Export check box. By default, it is not selected. Note that standard Zendesk API does not return archived tickets. A ticket goes to archived 120 days after it is closed. You can read more about archived tickets in Zendesk documentation.

So, when the Incremental Export check box is not selected, the archived tickets are not read by Skyvia. If you want to work with all tickets, including archived, select this check box. There are also the following differences between Incremental Export API and standard API for tickets:

Incremental Export API supports filtering tickets by their Updated field natively. Thus, when Skyvia queries only recently updated (and created) tickets, the filtering is performed on the Zendesk side, and only the required tickets are returned. This happens, for example, when performing replication with incremental updates or synchronization, or you have a manually defined filter by the Updated field. However, Incremental Export API doesn’t support native filtering by other ticket fields, like Status, Type, Priority, RequesterId, OrganizationId, etc., which is supported by the standard Zendek API. So if you use filtering by these fields with Incremental Export, Skyvia internally reads all the tickets and then performs filtering on its side.

Standard Zendek API supports filtering tickets by the above mentioned fields natively, but it doesn’t support filtering by the Updated field. So, when Incremental Export API is not used, every time when tickets replication or synchronization is performed (regardless of incremental updates), all the tickets are actually queried. If you query all the tickets too often, you may hit Zendesk limits and start receiving errors.

So if you use your Zendesk connection for tickets replication, synchronization, or as a source in import with the Updated state filter, it is better to select this check box and use Incremental Export API. If you use filters by other Ticket fields, it may be better not to select this check box for your connection. Note that you can have different connections to the same Zendesk account on Skyvia, so you may create two connections with different settings for different purposes.

Zendesk Connections

To connect to Zendesk, you need to specify the url to connect to and user login email and API Token.

Connection Editor window

You need to specify the following parameters for Zendesk connection:

  • URL — your Zendesk subdomain name.
  • Email — user email to log in with.
  • API Token — an automatically generated REST API authentication token used for connecting to Zendesk. You can manage Zendesk API tokens in the Zendesk Admin interface at Admin > Channels > API.
  • Metadata Cache — this parameter determines for how long the cached metadata for the connection are considered valid. By default, Skyvia caches metadata of available objects in cloud sources. Whenever necessary, you can reset metadata cache for a connection manually in the Connection Editor by clicking the Clear Cache button. The following values are available for this parameter:

    • Disabled — metadata cache is not created; metadata are queried automatically whenever required.
    • One Hour — metadata cache expires one hour after the last refresh.
    • One Day — metadata cache expires one day after the last refresh.
    • One Week — metadata cache expires one week after the last refresh.
    • One Month — metadata cache expires one month after the last refresh.
    • Infinite — cache never expires/resets automatically. Default value.

If necessary, you may click Advanced Settings and set additional connection parameters:

  • Use Custom Fields specifies whether Skyvia will work with custom Zendesk fields via this connection. By default, this check box is selected, and you can access custom Zendesk fields via Skyvia. If you clear this check box, Skyvia won’t try to access custom fields data. This can be useful if your subscription does not allow access to custom Zendesk fields, because in this case accessing Zendesk objects storing custom fields data results in access errors.
  • Incremental Export specifies whether to use Incremental Export API for reading tickets from Zendesk. This check box affects reading only tickets.