Zendesk V1 Connector Configuration Reference
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:
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tickets and their associated metrics: for example, time elapsed until first response, time to close.
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ticket comment counts, comment IDs
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ticket comment attachment URLs
Items retrieved are returned as individual Solr documents, therefore, for a given Zendesk ticket, there will be multiple documents:
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the Zendesk ticket itself
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one document per comment
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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.
Prerequisites
The Zendesk user must have administrator privileges to retrieve all tickets and associated information. All communication with the Zendesk API is encrypted with SSL.
A Zendesk data source must be configured with the following properties:
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Authentication Key. The username or email.
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Authentication Value. The password or API token.
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Token Auth. A flag to indicate whether the auth key/value should be treated as username/password or email/token
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Base URL. The API URL to an instance of the Zendesk API
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Organization ID. Set to restrict indexing to only tickets that belong to the Organization
Description
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.
Configuration Properties
When entering configuration values in the UI, use unescaped characters, such as \t for the tab character. When entering configuration values in the API, use escaped characters, such as \\t for the tab character.
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