Zendesk Chat

Creating the data source

Zendesk Chat – formerly known as Zopim Chat – is a communication widget between companies and their customers that allows real-time interaction between both.

The tool is highly customizable and makes it possible to create the most diverse automations (including chat bots), monitor visits to your website in real time and can also help a lot in measuring user engagement with your product.

Among the most important KPIs that you can analyze with access to the Zendesk Chat API are:

Response time;
Average waiting time;
Interaction satisfaction index;
Total duration of the chat;
Number of open vs. resolved chats;
Number of chats handled per agent.

Adding the connector

To build the Zendesk Chat integration on the Kondado platform, just register the connector by following the steps below:

1) Access your Zendesk account as administrator/owner, click on the gear (settings) on the left side and, in channels, go to “chat”, then “Chat Panel”

2) Once on the chat page, on the left panel, go to “Settings” and then “Account”

3) On the new screen, go to “API and SDKs” at the top, then select “Add API Client”

4) Fill in the information as below, then click Create API Client

Client name: Kondado
Company: Kondado
Redirect URLs: https://kondado.com.br

After creating the API client, a pop-up similar to the image below will appear. Copy the Client Id and Client Secret.

5) In the URL below replace the following:

https://COMPANY_NAME.zendesk.com/chat/oauth_login?auth={"scopes"%3A+["read"%2C+"write"]%2C+"state"%3A+null%2C+"redirect_uri"%3A+"https%3A%2F%2Fkondado.com.br"%2C+"response_type"%3A+"token"%2C+"client_id"%3A+"CLIENT_ID"}

COMPANY_NAME: your zendesk domain (for example, in company.zendesk.com the company is your domain)
CLIENT_ID: the client_id obtained above

Access the URL after replacing the values in your browser

6) After accessing the URL, you will be redirected to an authorization page as below. Select “Allow” and you will be redirected to the Kondado website

7) Once on the Kondado website, copy the URL into a text editor; its format will be something like the one below:

https://kondado.com.br/#access_token=YOUR_ACCESS_TOKEN&token_type=Bearer&scope=read+write

Select the part between “access_token=” and “&” (not including these values) — this is your access token.

8) On the Kondado platform, go to the add new connectors page and select “Zendesk Chat”

9) On the new connector page, give it a name, copy the token generated in step (7) and save

Pipelines

Relationship chart

Click to expand

Agents

Replication type: Full

Zendesk Chat agents: support staff registry with name, email and status. Grain: one agent.

Campo	Tipo
last_name	text	[en] Agent last name.
create_date	timestamp	[en] Agent account creation date and time.
login_count	float	[en] Number of times the agent has logged in.
id	text	[en] Unique agent identifier.
first_name	text	[en] Agent first name.
display_name	text	[en] Agent display name.
roles__owner	boolean	[en] Whether the agent is the account owner.
roles__administrator	boolean	[en] Whether the agent is an administrator.
skills	text	[en] Skills assigned to the agent.
enabled	boolean	[en] Whether the agent is active.
departments	text	[en] Departments the agent belongs to.
role_id	text	[en] Identifier of the agent role.
last_login	timestamp	[en] Agent last login date and time.
email	text	[en] Agent email.

Chats

Replication type: Incremental

Parameters:

Read start date (Savepoint): The start date to replicate the data

Relationships:

agent_ids → Agents > id

Main object

Zendesk Chat sessions: each row is a visitor conversation, with agents, department, duration, message counts and rating. Grain: one chat.

Campo	Tipo
comment	text	[en] Final comment/rating left about the chat.
triggered_response	boolean	[en] Whether the chat was a response to an automatic trigger.
rating	text	[en] Visitor satisfaction rating for the chat (e.g. good/bad).
visitor__phone	text	[en] Visitor phone number.
visitor__notes	text	[en] Notes recorded about the visitor.
visitor__email	text	[en] Visitor email.
visitor__name	text	[en] Visitor name.
visitor__id	text	[en] Unique visitor identifier.
session__end_date	timestamp	[en] Visitor session end date and time.
session__ip	text	[en] Visitor IP address during the session.
session__country_code	text	[en] Visitor country code.
session__id	text	[en] Visitor session identifier.
session__city	text	[en] Visitor city.
session__region	text	[en] Visitor region/state.
session__platform	text	[en] Visitor platform/operating system.
session__user_agent	text	[en] Visitor user agent (browser/device).
session__country_name	text	[en] Visitor country name.
session__start_date	timestamp	[en] Visitor session start date and time.
session__browser	text	[en] Browser used by the visitor.
duration	float	[en] Chat duration in seconds.
agent_names	text	[en] Names of the agents who took part in the chat.
referrer_search_engine	text	[en] Search engine that referred the visitor before the chat.
id	text	[en] Unique chat identifier.
end_timestamp	timestamp	[en] Chat end date and time.
referrer_search_terms	text	[en] Search terms used by the visitor before the chat.
missed	boolean	[en] Whether the chat was missed (not answered by an agent).
started_by	text	[en] Who started the chat (visitor, agent or trigger).
agent_ids	text	[en] Identifiers of the agents who took part in the chat. Agents > > id
type	text	[en] Chat type (live chat or offline message).
department_id	text	[en] Identifier of the department of the chat.
triggered	boolean	[en] Whether the chat was started by an automatic trigger.
tags	text	[en] Tags associated with the chat.
timestamp	timestamp	[en] Chat date and time (start).
response_time__max	float	[en] Maximum agent response time in the chat, in seconds.
response_time__avg	float	[en] Average agent response time in the chat, in seconds.
response_time__first	float	[en] First agent response time in the chat, in seconds.
count__visitor	float	[en] Number of messages sent by the visitor.
count__total	float	[en] Total number of messages in the chat.
count__agent	float	[en] Number of messages sent by agents.
zendesk_ticket_id	text	[en] Identifier of the associated Zendesk Support ticket.
conversions	text	[en] Conversions recorded associated with the chat.
department_name	text	[en] Name of the department of the chat.
unread	boolean	[en] Whether the chat has unread messages.

zendeskchat_chats__webpath

Visitor navigation path (pages visited) during the chat. Child of chats.

Campo	Tipo
chat_id	text	[en] Unique chat session identifier.
webpath__timestamp	timestamp	[en] Date and time the visitor viewed the page.
webpath__from	text	[en] Origin page in the visitor navigation.
webpath__to	text	[en] Destination page in the visitor navigation.
webpath__title	text	[en] Title of the page visited during the chat.

zendeskchat_chats__history

Chat message history: each row is an exchanged message, with sender, channel and content. Child of chats.

Campo	Tipo
history__name	text	[en] Sender name of the history message.
history__timestamp	text	[en] Date and time of the chat history message/event.
history__department_name	text	[en] Department name of the history message.
history__type	text	[en] Type of the history event/message (e.g. message, agent join/leave).
history__channel	text	[en] Channel of the history message.
history__department_id	text	[en] Department of the history message.
chat_id	text	[en] Unique chat session identifier.
history__msg_id	text	[en] Identifier of the history message.
history__sender_type	text	[en] Sender type of the message (visitor, agent or system).
history__msg	text	[en] Text content of the history message.
history__options	text	[en] Options presented to the visitor in the history message.
history__trigger_id	text	[en] Identifier of the automatic trigger that generated the message.
history__agent_id	text	[en] Agent who sent the message in the history.
history__reason	text	[en] Reason associated with the history event (e.g. transfer or end reason).

Notes

Part of this documentation was automatically generated by AI and may contain errors. We recommend verifying critical information

Add Zendesk Chat as a Kondado data source

Configure OAuth authentication and connect your Zendesk Chat (formerly Zopim) data to the Kondado platform for pipeline creation.

1

Create an API client in Zendesk Chat

Access your Zendesk account as administrator, navigate to Settings > Account > API and SDKs, then click "Add API Client". Fill in Customer name and Company as "Kondado", set Redirect URLs to https://kondado.com.br, and save the generated Client Id and Client Secret.

2

Generate the OAuth authorization URL

Replace COMPANY_NAME and CLIENT_ID in the provided URL template with your Zendesk domain and the client_id from step 1. Access this URL in your browser to reach the Zendesk authorization page.

3

Authorize and capture the access token

On the authorization page, select "Allow" to be redirected to the Kondado website. Copy the full URL and extract the token value located between "access_token=" and "&" for use in the next step.

4

Add Zendesk Chat on the Kondado platform

Go to add data sources on Kondado's data integration section, select "Zendesk Chat", give your source a name, paste the token extracted in step 3, and save to complete the connection.

5

Explore available tables and fields

Once connected, review the relationship chart and main objects including Chats, webpath, history, and Agents tables to understand the data structure for your pipeline configuration.

Frequently asked questions

What is Zendesk Chat and how does it help my business?▼

Zendesk Chat — formerly known as Zopim Chat — is a live communication widget between companies and customers. It supports automations such as chat bots, lets you monitor website visits as they happen, and measures user engagement through KPIs like response time, average waiting time and interaction satisfaction index.

What permissions do I need to set up the Zendesk Chat data source?▼

You need administrator or owner access to your Zendesk account to create the API client and complete the OAuth authorization flow. The API client requires both "read" and "write" scopes as specified in the authorization URL.

Where do I find my Zendesk Chat API credentials?▼

In your Zendesk account, go to Settings (gear icon) > Channels > Chat > Chat Panel, then in the left panel select Settings > Account > API and SDKs > Add API Client. After creating the client, copy the Client Id and Client Secret from the popup that appears.

What data tables are available from the Zendesk Chat source?▼

The main tables include Chats (with fields such as comment, rating, duration, response times and visitor details), webpath (page-navigation tracking), history (message-level chat records) and Agents (user information and roles). These can be replicated to any of the supported destinations for analysis.

How do I use the extracted access token in Kondado?▼

After authorizing Zendesk and being redirected to kondado.com.br, copy the URL and extract the value between access_token= and &. Then on the Kondado platform, when adding the Zendesk Chat data source, paste this token, name your source and save.

Can I send Zendesk Chat data to BI tools or spreadsheets?▼

Yes. Once your pipeline is configured, Kondado can deliver Zendesk Chat data to multiple destinations, including BI tools, dashboards, data warehouses and spreadsheets for reporting and analysis.

Written by

Thassyo Pereira·Published 2023-07-17·Updated 2026-06-01