Zendesk Connector and Datasource Configuration
- Required Configuration Properties
- Configuration Properties
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 (e.g., customer, assignee, priority, status) 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: e.g., 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, e.g., 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.
The Zendesk user must have administrator privileges in order to retrieve all tickets and associated information. All communication with the Zendesk API is encrypted with SSL.
Required Configuration Properties
A Zendesk datasource must be configured with the following properties:
Authentication Key - username or email
Authentication Value - the password or API token
Token Auth - a flag to indicate whether the auth key/value should be treated as username/password or email/token
Base URL - the API url to an instance of the Zendesk API
Organization ID - set to restrict indexing to only tickets that belong to the Organization