Understanding how the Zendesk Support connector affects MAR
Zendesk Connector Overview
- Zendesk supports history for a subset of tables where keeping track of the history provides analytical value. This means that each new version of a record is added as a new row without creating duplicates of the same version. The following tables use the type 2 slowly changing dimension format to track history of records:
- For all other tables when Fivetran detects a change in the data, we update or insert (upsert) into the destination, overwriting old data
- Fivetran detects deleted tickets and adds a _fivetran_deleted column for a subset of Zendesk tables
- Custom fields configured in Zendesk will be captured and synced by Fivetran
- Fivetran excludes ORGANIZATION_MEMBERSHIP and AUDIT_LOG tables from the sync by default because it can be a large table and may degrade performance.If you wish to sync these tables go to the Schema tab of your Fivetran dashboard and select the tables.
What Contributes Towards MAR?
There are 5 primary actions that will contribute toward MAR:
- A new ticket is created in your Zendesk account
- An existing ticket is updated (ex: Status changed from Open → Pending)
- A ticket is deleted
- A new custom field is added in Zendesk and is populated for tickets
- A non-ticket object is added or updated (SLAs, users, organizations, etc)
Managing MAR for this Connector
- Be aware of any Zendesk automation and triggers that make bulk edits or updates (ex: tickets automatically closed after 30 days without update). All updates to objects will contribute toward MAR so be sure to understand all processes in ZenDesk
- The ORGANIZATION_MEMBERSHIP, AUDIT_LOG, and CALL_METRIC tables are disabled by default, only enable them if that data is needed.
- Priority first syncs will first sync most recent tickets during the historical sync and subsequent incremental syncs will also capture historical data, which is counted toward MAR. Priority first syncs are automatically enabled for TICKET and its subtables and CALL_METRIC. The first sync with a subset of the data is free. The subsequent syncs that are required to complete the historical sync do count towards MAR.