Zendesk

This extractor fetches data from Zendesk.

Configuring Extractor

Before you start, have a working Zendesk account and get an API Token.

Create New Application API Token

Log in to your account on the Zendesk site.

Go to Admin / Channels / API, and use the add new token link.

Zendesk API token list

Fill a label for the new token (for example, Keboola Zendesk Extractor) and click the Create button.

Zendesk Token registration

When the registration is finished, take a note of the API Key and save it. You will need it when creating your extractor configuration in KBC.

Zendesk API token

Setup Extractor

In the Extractors section, find Zendesk and create a new configuration.

Zendesk New configuration

Provide information about your Zendesk Account and API token.

  • Your Zendesk domain
  • Password – your account login
  • Token – Zendesk API Token

Zendesk Credentials

Save and click Run Extraction.

Extraction Output Tables

1 – Tags

This table contains an overview of tags in Zendesk:

Column Description
name Tag name
count Count of objects with assigned tag (tickets, etc.)

2 – Groups

Information about groups of tickets and users

Column Description
id [PK] The integer representation of the unique identifier for the group
name Group name
url API url of group detail
deleted 1 if group is deleted
created_at Date/time string of group creation
updated_at Date/time string of the last update of the group

3 – Organizations

Information about organizations of your customers (end-users)

Column Description
id [PK] The integer representation of the unique identifier for the organization
name Organization name
url API url of organization detail
shared_tickets 1 if end users in this organization are able to see each other’s tickets
shared_comments 1 if end users in this organization are able to see each other’s comments on tickets
created_at Date/time string of organization creation
updated_at Date/time string of the last update of the organization
details Details note about organization
notes Note about organization
groups_pk Group identifier
tags JSON encoded array of assigned tags

4 – Organizations-domain-names

List of domain names associated with customer organizations

Column Description
domain Domain name
organizations_pk Organization identifier

5 – Users

List of all agents and customers

Column Description
id [PK] The integer representation of the unique identifier for the user
name Full name
email User email
url API url with user detail
deleted 1 if user is deleted
created_at Date/time string of user creation
updated_at Date/time string of the last update of the user
time_zone Time-zone of the user
phone User phone number
locale User locale
organizations_pk Organization identifier
role User role (admin, agent, end-user)
verified 1 if user is verified by Zendesk
external_id String identifier of external user
alias User name alias shown in personalized emails
active 1 if user account is activated
shared 1 if user is shared from different Zendesk
shared_agent 1 if user is shared agent from different Zendesk
last_login_at Date/time string of last user sign in
two_factor_auth_enabled 1 if user has enabled two factor authentication
signature User signature
details Details note about user
notes Note about user
custom_role_id Identifier of user custom role
moderator 1 if user can moderate forum
ticket_restriction Specifies which tickets the user has access to (requested, assigned, groups, organization or empty)
only_private_comments 1 if user can create only private comments
restricted_agent 1 if agent has some restrictions (1 for agents, empty for admins)
suspended 1 if user account is suspended
chat_only 1 if user is agent only in Zopim, not in Zendesk
tags JSON encoded array of assigned tags

6 – Users-photos

List of user profile photos

Column Description
id The integer representation of the unique identifier for the file
file_name Name of the image file
content_url File download url
content_type Content type of the image
size File size in bytes
width Image width in pixels
height Image height in pixels
inline 1 if file is excluded from the attachment list
users_pk User identifier

7 – Users-groups

Relations between users and groups

Column Description
users_pk User identifier
groups_pk Group name

8 – Tickets

List of created tickets

Column Description
id [PK] The integer representation of the unique identifier for the ticket
url API url of ticket detail
external_id String identifier of external ticket
type Type of ticket (problem, incident, question or task)
subject Ticket subject
priority Urgency (urgent, hight, normal or low)
status State (new, open, pending, hold, solved or closed)
recipient Recipient e-mail address
requester_pk Requester user identifier
submitter_pk Submitter user identifier
assignee_pk Assigned user identifier
organization_pk Organization identifier
group_pk Group identifier
forum_topic_pk The topic this ticket originated from
has_incidents 1 if ticket is marked as a problem
due_at Ticket due date
via_channel Info how was the ticket created
ticket_form_pk Ticket form identifier
brand_pk Brand identifier
created_at Date/time string of ticket creation
updated_at Date/time string of the last update of the ticket
tags JSON encoded array of assigned tags

9 – Tickets-ratings

Basic data for ticket satisfaction ratings

Column Description
id Rating identifier
score Rating state (offered, unoffered, good or bad)
tickets_pk [PK] Ticket identifier

10 – Tickets-sharing-agreements

Column Description
sharing_agreements_pk [PK] Agreement identifier
tickets_pk [PK] Ticket identifier

11 – Tickets-followups

Column Description
followup_tickets_pk [PK] Follow-up ticket identifier
tickets_pk [PK] Ticket identifier

12 – Tickets-comments

List of conversation (comments) between requesters, collaborators, and agents

Column Description
id [PK] Comment identifier
type Has the value Comment
body Comment body
public 1 if comment is public, empty if comment is internal note
author_pk Author user identifier
tickets_audits_pk Ticket audit identifier
via_channel Info how was the comment created
ip_address Author IP address
created_at Date/time string of comment creation
tickets_pk Ticket identifier

13 – Tickets-comments-attachments

List of uploaded comment attachments

Column Description
id [PK] The integer representation of the unique identifier for the file
file_name Name of the image file
content_url File download url
content_type Content type of the file
size File size in bytes
width Image width in pixels
height Image height in pixels
inline 1 if file is excluded from the attachment list
tickets_comments_pk Comment identifier

14 – Tickets-comments-attachments-thumbnails

Uploaded attachment thumbnails

Column Description
id [PK] The integer representation of the unique identifier for the thumbnail
file_name Name of the thumbnail file
content_url File download url
content_type Content type of the file
size File size in bytes
width Image width in pixels
height Image height in pixels
inline 1 if file is excluded from the attachment list
tickets_comments_attachments_pk Attachment identifier

15 – Tickets-audits

Basic info about each ticket update

Column Description
id [PK] The integer representation of the unique identifier for the audit
tickets_pk Ticket identifier
created_at Date/time string of audit creation
via_channel Info how was the audit created
author_pk Author user identifier

16 – Tickets-metrics

Metrics data for tickets

Column Description
id [PK] The integer representation of the unique identifier for the metric
url API url of metric detail
tickets_pk Ticket identifier
created_at Date/time string of metric creation
updated_at Date/time string of the last update of the metric
group_stations Number of groups this ticket passed through
assignee_stations Number of assignees this ticket has
reopens Ticket reopens count
replies Ticket replies count
assignee_updated_at Date/time string of last update of ticket by assignee
requester_updated_at Date/time string of last update of ticket by requester
status_updated_at Date/time string of last status update
initially_assigned_at Date/time string of first time of ticket assigning
assigned_at Date/time string of last ticket assignee update
solved_at Date/time string when ticket was marked as solved
latest_comment_added_at Date/time string of last comment created
reply_time_in_minutes_calendar Number of minutes to the first reply inside and out of business hours
reply_time_in_minutes_business Number of minutes to the first reply inside and out of business hours
first_resolution_time_in_minutes_calendar Number of minutes to the first resolution time inside and out of business hours
first_resolution_time_in_minutes_business Number of minutes to the first resolution time inside and out of business hours
full_resolution_time_in_minutes_calendar Number of minutes to the full resolution inside and out of business hours
full_resolution_time_in_minutes_business Number of minutes to the full resolution inside and out of business hours
agent_wait_time_in_minutes_calendar Number of minutes the agent spent waiting inside and out of business hours
agent_wait_time_in_minutes_business Number of minutes the agent spent waiting inside and out of business hours
requester_wait_time_in_minutes_calendar Number of minutes the requester spent waiting inside and out of business hours
requester_wait_time_in_minutes_business Number of minutes the requester spent waiting inside and out of business hours
on_hold_time_in_minutes_calendar Number of minutes the ticket was marked as hold
on_hold_time_in_minutes_business Number of minutes the ticket was marked as hold

17 – Tickets-fields

List of customized fields that are displayed on the ticket form

Column Description
id [PK] The integer representation of the unique identifier for the fields
type Field type (checkbox, date, decimal, integer, regexp, tagger, text or textarea)
title Field title
active 1 if field is available
tag Tag value to set for checkbox fields when checked

18 – Tickets-fields-values

Values of ticket custom fields

Column Description
tickets_fields_pk [PK] Ticket field identifier
value JSON encoded value of the field
tickets_pk [PK] Ticket identifier

Usage Limits

Limits of the extractor are based on Zendesk API Rate Limits.