Zendesk Connector and Datasource Configuration

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.

Authorization

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

Configuration Properties

Tip
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.