Zendesk Support is a cloud-based customer support platform.
Featureslink
| Feature Name | Supported | Notes |
|---|---|---|
| Capture Deletes | check | BRAND, CUSTOM_ROLE, FORUM_TOPIC, GROUP, GROUP_MEMBER, SCHEDULE, TICKET*, TICKET_FIELD_HISTORY*, and SLA_POLICY_HISTORY tables. |
| Custom Data | check | We support custom fields for the USER, ORGANIZATION, and TICKET tables.We support the custom table TICKET_CUSTOM_FIELD which is populated via ticket custom fields.We do not support Zendesk custom objects. |
| Data Blocking | check | ORGANIZATION_MEMBER table only |
| Column Hashing | ||
| Re-sync | check | Connector level |
| History | check | |
| API Configurable | check | |
| Priority-first sync | check | CALL_METRIC, TICKET (and its subtables), TICKET_FIELD_HISTORY, and TICKET_TAG_HISTORY tables |
| dbt Package | check | Get the package: source / transform |
We capture deletes in the
TICKETandTICKET_FIELD_HISTORYtables using thestatusfield.
Supported productslink
| Product Name | Notes |
|---|---|
| Zendesk Chat | Using our Zendesk Chat connector |
| Zendesk Gather | Only Posts and Comments |
| Zendesk Guide | Only Articles |
| Zendesk Support | |
| Zendesk Talk | Only Call Metrics |
Setup guidelink
Follow our step-by-step Zendesk Support setup guide to connect Zendesk Support with your destination using Fivetran connectors.
Schema informationlink
This schema applies to all Zendesk Support connections created after 12/7/2017.
To zoom, open ERD in new window
Schema noteslink
To display some information about ticket deletion, we artificially create a TICKET_FIELD_HISTORY record when we detect a deleted ticket - it is not created from any audit event. This is because the source does not provide us event audit data for deleted tickets. Any ticket audit event indicating deletion of a ticket is added with a null value in the user_id column, and the updated_at value is taken from the updated_at value on the ticket that was deleted.
TICKET_FIELD_HISTORY.field_name is the custom field ID for custom fields. The TICKET_CUSTOM_FIELD table contains the custom field title.
Schedule assignment for tickets is a Zendesk Enterprise feature. For all other accounts the default schedule applies to all tickets.
We sync the SCHEDULE table only if you have created a schedule in Zendesk.
We sync the TICKET_SCHEDULE table when you create a trigger with a set schedule action. Read Zendesk’s documentation for more information.
We exclude the ORGANIZATION_MEMBERSHIP table from the sync by default because it can be a large table and may degrade performance. We also exclude the AUDIT_LOG table from the sync by default. If you wish to sync these tables go to the Schema tab of your Fivetran dashboard and select the tables.
Sync notelink
The Zendesk Support connector supports multithreading. Fivetran uses multiple parallel API requests to sync data from Zendesk systems to your destination. The connector’s sync speed depends on your Zendesk API quota.