Zendesk

Zendesk is a cloud-based customer service and support platform. It offers a range of features including ticket management, self-service options, knowledge-base management, live chat, customer analytics, and conversations.

omniload supports Zendesk as a source.

The Zendesk supports two authentication methods when connecting through omniload:

• OAuth Token

• API Token

For all resources except chat resources, you can use either the API Token or the Zendesk Support OAuth Token to fetch data. However, for chat resources, you must use the OAuth Token specific to Zendesk Chat.

URI format

The URI format for Zendesk based on the authentication method:

For OAuth token authentication:

zendesk://:<oauth_token>@<sub-domain>

For API token authentication:

zendesk://<email>:<api_token>@<sub-domain>

URI parameters:

• subdomain: the unique Zendesk subdomain that can be found in the account URL. For example, if your account URL is https://my_company.zendesk.com/, then my_company is your subdomain

• email: the email address of the user

• api_token: the API token used for authentication with Zendesk

• oauth_token: the OAuth token used for authentication with Zendesk

Setting up a Zendesk Integration

Zendesk requires a few steps to set up an integration, please follow the guide dltHub has built here.

Once you complete the guide, if you decide to use an OAuth token, you should have a subdomain and an OAuth token. Let’s say your subdomain is mycompany and your OAuth token is qVsbdiasVt.

omniload ingest --source-uri "zendesk://:qVsbdiasVt@mycompany" \
--source-table 'tickets' \
--dest-uri 'duckdb:///zendesk.duckdb' \
--dest-table 'dest.tickets' \
--interval-start '2024-01-01'

If you decide to use an API Token, you should have a subdomain, email, and API token. Let’s say your subdomain is mycompany, your email is john@get.com, and your API token is nbs123.

omniload ingest --source-uri "zendesk://john@get.com:nbs123@mycompany" \
--source-table 'tickets' \
--dest-uri 'duckdb:///zendesk.duckdb' \
--dest-table 'dest.tickets' \
--interval-start '2024-01-01'

The result of this command will be a table in the zendesk.duckdb database.

Tables

Zendesk source allows ingesting the following sources into separate tables:

Table	PK	Inc Key	Inc Strategy	Details
tickets	id	updated_at	merge	Retrieves all tickets, which are the means through which customers communicate with agents
ticket_metrics	-	–	replace	Retrieves various metrics about one or more tickets.
ticket_metric_events	id	time	append	Retrieves ticket metric events that occurred on or after the start time
ticket_forms		-	replace	Retrieves all ticket forms
users	-	–	replace	Retrieves all users
groups	-	–	replace	Retrieves groups of support agents
organizations	-	–	replace	Retrieves organizations
brands	-	–	replace	Retrieves all brands for your account
sla_policies	-	–	replace	Retrieves different SLA policies.
activities	-	–	replace	Retrieves ticket activities affecting the agent.
automations	-	–	replace	Retrieves the automations for the current account
targets	-	–	replace	Retrieves targets where as targets are data from Zendesk to external applications like Slack when a ticket is updated or created.
calls	id	updated_at	merge	Retrieves all calls specific to channels
addresses	-	–	replace	Retrieves addresses information
greetings	-	–	replace	Retrieves all default or customs greetings
phone_numbers	-	–	replace	Retrieves all available phone numbers.
settings	-	–	replace	Retrieves account settings related to Zendesk voice accounts
lines	-	–	replace	Retrieves all available lines, such as phone numbers and digital lines, in your Zendesk voice account.
agents_activity	-	–	replace	Retrieves activity information for agents
legs_incremental	id	updated_at	merge	Retrieves detailed information about each agent involved in a call.
chats	id	update_timestamp/ updated_timestamp	merge	Retrieves available chats.

Use these as --source-table parameter in the omniload ingest command.