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Connector Improvement: WFM integration into Zendesk Support connector

Answered
Simon Wong User

There appears to be a lack of WFM (Work Force Management) reporting available via the Zendesk Support connector. As stated on the Fivetran Timeshift documentation (https://fivetran.com/docs/connectors/applications/tymeshift/setup-guide) , the Zendesk version cannot be synced post acquisition.

Will it be possible to provide report endpoints (Report and Agent Activity - https://developer.zendesk.com/api-reference/wfm/introduction/) available for the connector? This may benefit other users of the Zendesk platform and requiring the data via Fivetran instead of a separate webhook for data capture. 

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1 comment

Date Votes
  • Official comment
    Vignesh Rengaraj Fivetranner

    Hi Simon,

    Thanks for raising this request. I’d like to understand how you plan to use the WFM data in your downstream operations or your use case, as that context will help us prioritize appropriately.

    From what I can see, the Agent Activity endpoint already provides granular, event-level data for all agent activities, while the Reports endpoint is essentially an aggregated view built on top of it. Will Agent Activity data alone suffice for your needs ?

    Also, these APIs are currently in Early Access Programme based on the documentation shared . We’ll keep this in our planning and update you once the endpoints become generally available.

    Best,
    Vignesh 
    Fivetran Product team