Zendesk producer

Syncs tickets, comments, field history, metric events, users, organizations, satisfaction ratings and surveys, Help Center articles and community posts, Talk lines, and the lists that name their IDs from one Zendesk account. It backfills each resource and polls for changes. There are no webhooks.

Config

Setup

As an admin, add an OAuth client in Admin Center under Apps and integrations > APIs > OAuth clients:

• Client kind: Confidential.
• Scopes: leave empty, or allow read.
• No redirect URL is needed.

Use the Identifier as ZENDESK_CLIENT_ID and the secret as ZENDESK_CLIENT_SECRET. Use acme for acme.zendesk.com; the full address also works.

The token uses the permissions of the admin who made the client.

Data

• tickets.metrics holds reply, wait, and resolution times. custom_fields maps field IDs to values, and ticket_fields names them.
• ticket_comments includes internal notes (public is false). It has the text, not attachment files.
• Deleted tickets, users, and organizations get _deleted. Restored tickets come back.
• Groups, brands, ticket fields, forms, and statuses keep deleted items, so older tickets still have their names. So do the other lists, articles, and Talk lines. Removed group and organization memberships get _deleted.
• ticket_field_history has one row per changed field. Custom fields use their ID.
• satisfaction_ratings holds legacy CSAT ratings. A new score is a new row.
• survey_responses holds CSAT answers. csat_surveys names the questions and options. Both need the new CSAT, on Support Professional or Suite Growth and up. Unanswered surveys are skipped.
• Tables hold names, emails, and ticket text. Treat them as confidential.

Limits

• Incremental exports share a limit of 10 calls a minute per account, or 30 with the High Volume add-on. Large comment backfills can be slow.
• ticket_comments and ticket_field_history each read the ticket events export, so both count toward that limit.
• Exports are polled every 5 minutes. Zendesk leaves out the latest minute.
• A comment made private later stays public in ticket_comments. Zendesk's event for it has no details. A redacted comment or attachment is read again.

Demo data

pnpm demo --size 128MiB writes made-up Zendesk data without Zendesk credentials. See the Connector Kit README for the flags and the variables it needs.

Each customer has tickets with comments, field history, metric events, and sometimes a satisfaction rating and survey response. The first 12 customers also bring the 12 agents. The account setup is written once and doesn't grow with the size: brands, groups and group memberships, statuses, fields, forms, roles, SLA policies, business hours, macros, the Help Center and community, a Talk line, the CSAT survey, and 40 organizations.

Local development

cd connectors/producer-zendesk
pnpm sandbox

pnpm start runs the hosted connector. It needs the Wings and PostgreSQL variables from the Connector Kit README.