The Zendesk connector uses the Zendesk REST API to retrieve tickets and their associated comments and attachments from a Zendesk repository.
It retrieves all tickets with all fields (such as customer, assignee, priority, status, and so on) as well as access restrictions for users and groups. ACLs can be used for security trimming at query time. The types of items retrieved are:
tickets and their associated metrics: for example, time elapsed until first response, time to close.
ticket comment counts, comment IDs
ticket comment attachment URLs
Items retrieved are returned as individual Solr documents, therefore, for a given Zendesk ticket, there will be multiple documents:
the Zendesk ticket itself
one document per comment
one document per comment attachment
Documents have fields for Zendesk type and reference field to parent documents. For example, a comment document will have field
ticket_id pointing back to the Zendesk ticket.
Incremental recrawls allow updates to the Fusion collection to add new tickets and record further changes to existing tickets without having to retrieve the entire Zendesk repository contents.