Zendesk is one of the biggest and most famous Customer Service tools in the world. Its objective is to transform companies' communication with their customers, through its ticket management features in the most diverse channels such as telephone, chat, e-mail and social media.;
5) In addition to having pipeline with several other tools, one of the great advantages for Zendesk users is the vast possibility of extracting metrics and KPIs that its pipeline provides, creating countless possibilities for ticket analysis, customer satisfaction, and even agent productivity. ;
Adding the data source
Requirements
Follow the steps with Owner/Administrator access
If your Zendesk account has enabled IP blocking for access,;
also release Kondado IPs;
Instructions
1) Login to your zendesk account with Owner/Administrator access
2) Once in your account, select the gear icon (settings) in the left sidebar, then go to Channels and then API
3) Under APIs, enable token access, then click add new
4) On the edit page of the new token, give it a name (e.g., Kondado pipeline), copy the generated value and click Save
5) On the Kondado plataform, go to add data sources page and select the Zendesk data source;
6) Fill in the information in the image below as follows:
Name: the name of your pipeline, for example “Zendesk”
Email (Owner) the Zendesk Account Owner's email
Token: The token generated in step (4)
Subdomain: Your Zendesk subdomain. For example, if your Zendesk address is company.zendesk.com, your subdomain is company
Click Save and your data source will be configured
If your Zendesk account has enabled IP blocking for access,;
also release Kondado IPs;
Pipelines
Summary
Relationship Chart
Users
Field | Type | |
---|---|---|
text |
[en] Automatically assigned when the user is created |
|
text |
[en] The user's tags. Only present if your account has user tagging enabled |
|
text |
[en] The locale for this user |
|
boolean |
[en] If the user is a shared agent from a different Zendesk Support instance. Ticket sharing accounts only |
|
timestamp |
[en] The time the user was last updated |
|
boolean |
[en] If the agent has any restrictions; false for admins and unrestricted agents, true for other agents |
|
text |
[en] The id of the user's organization. If the user has more than one organization memberships |
|
text |
[en] The primary phone number of this user |
|
text |
[en] A custom role if the user is an agent on the Enterprise plan or above |
|
timestamp |
[en] Last time the user signed in to Zendesk Support or made an API request using an API token or basic authentication |
|
text |
[en] The user's role id. 0 for a custom agent, 1 for a light agent, 2 for a chat agent, 3 for a chat agent added to the Support account as a contributor ( Chat Phase 4 ), 4 for an admin, and 5 for a billing admin |
|
text |
[en] The id of the user's default group |
|
boolean |
[en] If the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal |
|
boolean |
[en] Whether or not the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface. See Analyzing Help Center search results in Help Center. Only available on the Support Professional or Suite Growth plan or above |
|
boolean |
[en] false if the user has been deleted |
|
boolean |
[en] If two factor authentication is enabled |
|
text |
[en] Any notes you want to store about the user |
|
text |
[en] The time zone for the user |
|
boolean |
[en] Designates whether the user has forum moderation capabilities |
|
boolean |
[en] Any of the user's identities is verified |
|
text |
[en] The user's name |
|
boolean |
[en] true if the user can only create private comments |
|
text |
[en] The user's API url |
|
timestamp |
[en] The time the user was created |
|
text |
[en] The user's time zone |
|
text |
[en] Whether the phone number is shared or not |
|
text |
[en] An alias displayed to end users |
|
text |
[en] The user's role. Possible values are 'end-user', 'agent', or 'admin' |
|
text |
[en] Any details you want to store about the user, such as an address |
|
text |
[en] The user's signature. Only agents and admins can have signatures |
|
boolean |
[en] If the user is shared from a different Zendesk Support instance. Ticket sharing accounts only |
|
text |
[en] A unique identifier from another system, case sensitive. Example: 'ian1' and 'Ian1' are different users |
|
text |
[en] The user's primary email address |
|
boolean |
[en] Whether or not the user is a chat-only agent |
|
text |
[en] Specifies which tickets the user has access to. Possible values are: "organization", "groups", "assigned", "requested", null |
Tickets
Main Object
Field | Type | |
---|---|---|
text |
[en] Automatically assigned when the ticket is created |
|
text |
[en] The state of the ticket. Allowed values are "new", "open", "pending", "hold", "solved", or "closed" |
|
text |
[en] The ids of agents currently following the ticket. See CCs and followers resources |
|
text |
[en] The ids of agents currently following the ticket. See CCs and followers resources |
|
text |
||
text |
||
text |
||
text |
||
text |
||
text |
[en] Read-only first comment on the ticket |
|
text |
[en] The array of tags applied to this ticket |
|
text |
[en] For tickets of type "incident", the ID of the problem the incident is linked to |
|
boolean |
[en] Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket |
|
timestamp |
[en] When this record last got updated |
|
text |
[en] The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket |
|
text |
[en] The agent currently assigned to the ticket |
|
text |
[en] Enterprise only. The id of the brand this ticket is associated with |
|
timestamp |
[en] If this is a ticket of type "task" it has a due date |
|
text |
[en] The satisfaction rating of the ticket, if it exists, or the state of satisfaction, "offered" or "unoffered". The value is null for plan types that don't support CSAT |
|
boolean |
[en] Is true if any comments are public, false otherwise |
|
text |
[en] The user who requested this ticket |
|
text |
[en] The topic in the Zendesk Web portal this ticket originated from, if any. The Web portal is deprecated |
|
text |
[en] The original recipient e-mail address of the ticket. Notification emails for the ticket are sent from this address |
|
text |
[en] The value of the subject field for this ticket |
|
text |
[en] The organization of the requester. You can only specify the ID of an organization associated with the requester |
|
text |
[en] The API url of this ticket |
|
text |
[en] The type of this ticket. Allowed values are "problem", "incident", "question", or "task" |
|
timestamp |
[en] When this record was created |
|
text |
[en] The ids of the sharing agreements used for this ticket |
|
boolean |
[en] Permission for agents to add add attachments to a comment |
|
text |
[en] The ids of the followups created from this ticket. Ids are only visible once the ticket is closed |
|
text |
[en] The ids of users currently CC'ed on the ticket |
|
text |
[en] The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low" |
|
text |
[en] The dynamic content placeholder, if present, or the "subject" value, if not |
|
text |
[en] The ids of agents or end users currently CC'ed on the ticket |
|
boolean |
[en] Is true if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false. |
|
text |
[en] The group this ticket is assigned to |
|
text |
[en] An id you can use to link Zendesk Support tickets to local records |
zendesk_tickets__fields
Ticket Audits
Main Object
Field | Type | |
---|---|---|
text |
||
text |
||
text |
||
text |
||
text |
||
text |
||
text |
||
timestamp |
[en] The time the audit was created |
|
text |
[en] The ID of the associated ticket |
|
text |
[en] The user who created the audit |
|
text |
[en] Automatically assigned when creating audits |
|
float |
||
text |
||
text |
||
text |
||
float |
zendesk_ticket_audits__events
Organizations
Field | Type | |
---|---|---|
text |
[en] Automatically assigned when the organization is created |
|
boolean |
[en] End users in this organization are able to see each other's comments on tickets |
|
timestamp |
[en] The time of the last update of the organization |
|
text |
[en] The time of the last update of the organization |
|
boolean |
[en] End users in this organization are able to see each other's tickets |
|
text |
[en] A unique name for the organization |
|
text |
[en] The API url of this organization |
|
text |
[en] Custom fields for this organization |
|
timestamp |
[en] The time the organization was created |
|
text |
[en] The tags of the organization |
|
text |
[en] Any details obout the organization, such as the address |
|
text |
[en] New tickets from users in this organization are automatically put in this group |
|
text |
[en] A unique external id to associate organizations to an external record. The id is case-insensitive. For example, "company1" and "Company1" are considered the same |
|
text |
[en] Any notes you have about the organization |
Ticket Metrics
Field | Type | |
---|---|---|
text |
[en] Id of the associated ticket |
|
text |
[en] ID of the ticket metric |
|
timestamp |
[en] When the record was last updated |
|
timestamp |
[en] When the ticket was solved |
|
int |
[en] The number of public replies added to a ticket by an agent |
|
float |
[en] Number of minutes to the full resolution during calendar hours |
|
float |
[en] Number of minutes to the full resolution during business hours |
|
float |
[en] Number of minutes on hold during calendar hours |
|
float |
[en] Number of minutes on hold during business hours |
|
timestamp |
[en] When the status of the ticket was last updated |
|
float |
[en] Number of assignees the ticket had |
|
timestamp |
[en] When the requester last updated the ticket |
|
timestamp |
[en] When the ticket was initially assigned |
|
float |
[en] Number of groups the ticket passed through |
|
float |
[en] Number of minutes to the first resolution time during calendar hours |
|
float |
[en] Number of minutes to the first resolution time during business hours |
|
timestamp |
[en] When the ticket was assigned |
|
timestamp |
[en] When the latest comment was added |
|
float |
[en] Number of minutes to the first reply during calendar hours |
|
float |
[en] Number of minutes to the first reply during business hours |
|
text |
[en] The API url of the ticket metric |
|
timestamp |
[en] When the record was created |
|
timestamp |
[en] When the assignee last updated the ticket |
|
float |
[en] Total number of times the ticket was reopened |
|
float |
[en] Number of minutes the requester spent waiting during calendar hours |
|
float |
[en] Number of minutes the requester spent waiting during business hours |
|
float |
[en] Number of minutes the agent spent waiting during calendar hours |
|
float |
[en] Number of minutes the agent spent waiting during business hours |
Jira Links
Field | Type | |
---|---|---|
text |
[en] Automatically assigned when the link is created |
|
text |
[en] The id of the Zendesk ticket |
|
text |
[en] The id of the Jira issue |
|
text |
[en] The key for the Jira issue |
|
text |
[en] An url to get the link details |
|
timestamp |
[en] The time at which the link was created |
|
timestamp |
[en] The time at which the link was last updated |
Satisfaction Ratings
Field | Type | |
---|---|---|
text |
[en] Automatically assigned upon creation |
|
text |
[en] The comment received with this rating, if available |
|
text |
[en] The id of agent assigned to at the time of rating |
|
text |
[en] The rating "offered", "unoffered", "good" or "bad" |
|
text |
[en] The id of ticket being rated |
|
text |
[en] The id of ticket requester submitting the rating |
|
text |
[en] The API url of this rating |
|
timestamp |
[en] The time the satisfaction rating got created |
|
text |
[en] The id of group assigned to at the time of rating |
|
timestamp |
[en] The time the satisfaction rating got updated |
Groups
Field | Type | |
---|---|---|
float |
[en] Automatically assigned when creating groups |
|
timestamp |
[en] The time of the last update of the group |
|
boolean |
[en] If the group is the default one for the account |
|
text |
[en] The name of the group |
|
text |
[en] The API url of the group |
|
timestamp |
[en] The time the group was created |
|
boolean |
[en] Deleted groups get marked as such |
|
text |
[en] The description of the group |
Closed and Deleted Tickets
Main Object
Field | Type | |
---|---|---|
text |
[en] Automatically assigned when the ticket is created |
|
text |
[en] The state of the ticket. Allowed values are "new", "open", "pending", "hold", "solved", or "closed" |
|
text |
[en] The ids of agents currently following the ticket. See CCs and followers resources |
|
text |
[en] The ids of agents currently following the ticket. See CCs and followers resources |
|
text |
||
text |
||
text |
||
text |
||
text |
||
text |
[en] Read-only first comment on the ticket |
|
text |
[en] The array of tags applied to this ticket |
|
text |
[en] For tickets of type "incident", the ID of the problem the incident is linked to |
|
boolean |
[en] Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket |
|
timestamp |
[en] When this record last got updated |
|
text |
[en] The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket |
|
text |
[en] The agent currently assigned to the ticket |
|
text |
[en] Enterprise only. The id of the brand this ticket is associated with |
|
timestamp |
[en] If this is a ticket of type "task" it has a due date |
|
text |
[en] The satisfaction rating of the ticket, if it exists, or the state of satisfaction, "offered" or "unoffered". The value is null for plan types that don't support CSAT |
|
boolean |
[en] Is true if any comments are public, false otherwise |
|
text |
[en] The user who requested this ticket |
|
text |
[en] The topic in the Zendesk Web portal this ticket originated from, if any. The Web portal is deprecated |
|
text |
[en] The original recipient e-mail address of the ticket. Notification emails for the ticket are sent from this address |
|
text |
[en] The value of the subject field for this ticket |
|
text |
[en] The organization of the requester. You can only specify the ID of an organization associated with the requester |
|
text |
[en] The API url of this ticket |
|
text |
[en] The type of this ticket. Allowed values are "problem", "incident", "question", or "task" |
|
timestamp |
[en] When this record was created |
|
text |
[en] The ids of the sharing agreements used for this ticket |
|
boolean |
[en] Permission for agents to add add attachments to a comment |
|
text |
[en] The ids of the followups created from this ticket. Ids are only visible once the ticket is closed |
|
text |
[en] The ids of users currently CC'ed on the ticket |
|
text |
[en] The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low" |
|
text |
[en] The dynamic content placeholder, if present, or the "subject" value, if not |
|
text |
[en] The ids of agents or end users currently CC'ed on the ticket |
|
boolean |
[en] Is true if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false. |
|
text |
[en] The group this ticket is assigned to |
|
text |
[en] An id you can use to link Zendesk Support tickets to local records |
zendesk_tickets__fields
Ticket Metric Events
Campo | Tipo | |
---|---|---|
text |
[en] Automatically assigned when the record is created |
|
boolean |
[en] Available if type is breach. In general, you can ignore any breach event when deleted is true |
|
boolean |
||
text |
||
text |
||
text |
[en] Available if type is apply_group_sla. The id of the Group SLA policy being enforced on the ticket and metric in question, if any |
|
float |
[en] Available if type is apply_group_sla. The Group SLA target being enforced on the ticket and metric in question, if any |
|
text |
[en] The instance of the metric associated with the event. Each instance of a metric event that can occur more than once per ticket, such as the reply_time event. The value increments over the lifetime of the ticket |
|
text |
[en] The metric being tracked: agent_work_time,pausable_update_time,periodic_update_time,reply_time,requester_wait_time, or resolution_time |
|
boolean |
||
text |
||
text |
||
text |
[en] Available if type is apply_sla. The id of the SLA policy being enforced on the ticket and metric in question, if any |
|
float |
[en] Available if type is apply_sla. The SLA target being enforced on the ticket and metric in question, if any |
|
float |
[en] Available if type is update_status. Number of minutes in business hours since the metric has been open |
|
float |
[en] Available if type is update_status. Number of minutes in calendar hours since the metric has been open |
|
text |
[en] Id of the associated ticket |
|
timestamp |
[en] The time the event occurred |
|
text |
[en] The type of the metric event: activate, pause, fulfill, apply_sla, breach, update_status, or measure. |