Integration Specifications

This article will help you learn about how Daasity replicates data from Zendesk, limitations to the data we can extract and where the data is stored in the Zendesk schema.

Integration Overview

The Daasity Zendesk integration allows merchants to glean broad and deep insights into Zendesk support tickets, including ticket tags and comments as well as response and resolution times. Untransformed Zendesk data gathered through the extractor is then joined together in a stand-alone model that gives merchants the ability to explore data related to tickets, users, tags, etc. That model is then used to populate the out-of-the-box Zendesk dashboard.

This document provides context on what kind of data is being gathered through this extractor, which endpoints that data is coming from, and how the extracted tables relate to each other.

Integration Availability

This integration is available for:

  • Enterprise

API Endpoints

The Daasity Zendesk extractor is built based on this Zendesk API documentation. The following endpoints are used by Daasity to replicate data from Zendesk:

Entity Relationship Diagram (ERD)

Click here to view the ERD for the Daasity Zendesk integration illustrating the different tables and keys to join across tables.

Zendesk Schema

The Daasity Zendesk extractor creates these tables using the endpoints and replication methods listed. The data is mapped from source API endpoint to the table based on the mapping logic outlined in each table.

Tickets

  • Endpoint: Tickets

  • Update Method: UPSERT

  • Table Name: [zendesk.tickets]

JSON Element
Database Column

id

id

external_id

external_id

type

type

subject

subject

priority

priority

status

status

recipient

recipient

requester_id

requester_id

submitter_id

submitter_id

assignee_id

assignee_id

organization_id

organization_id

due_at

due_at

satisfaction_rating::score

satisfaction_rating_score

via::channel

via_channel

via::source::from::address

via_source_address

via::source::from::formatted_phone

via_source_phone

via::source::From::name

via_source_name_from

via::source::from::profile_url

via_source_profile_url

satisfaction_rating::comment

satisfaction_rating_comment

brand_id

brand_id

created_at

created_at

updated_at

updated_at

Daasity: unique id for the account

account_id

Daasity: timestamp when loaded into DB

_synced_at

Ticket Comments

  • Endpoint: Ticket Comments

  • Update Method: UPSERT

  • Table Name: [zendesk.ticket_comments]

JSON Element
Database Column

ticket_id

ticket_id

ticket_id::id

ticket_comment_id

comment::type

type

comment::author_id

author_id

comment::plain_body::body

body

comment::via::channel

channel

comment::data::location

voice_location

comment::data::transcription_text

voice_transcription_text

comment::data::answered_by_id

voice_answered_by_id

comment::via::source::rel

via_source_rel

comment::via::source::from::phone

via_source_from_phone

comment::via::source::from::name

via_source_from_name

comment::via::source::from::address

via_source_from_email_address

comment::via::source::to::phone

via_source_to_phone

comment::via::source::to::name

via_source_to_name

comment::via::source::to::address

via_source_to_email_address

comment::metadata::system::location

location

comment::metadata::system::latitude

latitude

comment::metadata::system::longitude

longitude

comment::metadata::system::client

web_client

comment::metadata::system::ip_address

web_ip_address

comment::created_at

created_at

MD5(ticket_id + ':' + id)

key

Daasity: unique id for the account

_account_id

Daasity: timestamp when loaded into DB

__synced_at

Ticket Custom Fields

  • Endpoint: Ticket Fields

  • Update Method: UPSERT

  • Table Name: [zendesk.ticket_custom_fields]

JSON Element
Database Column

MD5(ticket_id + ':' + id)

key

ticket_id

ticket_id

id

id

value

value

Daasity: unique id for the account

account_id

Daasity: timestamp when loaded into DB

_synced_at

Ticket Tags

  • Endpoint: Ticket Tags

  • Update Method: UPSERT

  • Table Name: [zendesk.ticket_tags]

JSON Element
Database Column

MD5(ticket_id + ':' + t)

key

ticket_id

ticket_id

t

tag_name

Daasity: unique id for the account

account_id

Daasity: timestamp when loaded into DB

_synced_at

Ticket Metrics

  • Endpoint: Tickets Metrics

  • Update Method: UPSERT

  • Table Name: [zendesk.ticket_metrics]

JSON Element
Database Column

MD5(ticket_id + ':' + id)

key

ticket_metric_id

id

ticket_id

ticket_id

reopens

reopens

replies

replies

assignee_updated_at

assignee_updated_at

requester_updated_at

requester_updated_at

status_updated_at

status_updated_at

initially_assigned_at

initially_assigned_at

assigned_at

assigned_at

solved_at

solved_at

latest_comment_added_at

latest_comment_added_at

reply_time_in_minutes::calendar

reply_time_in_minutes__calendar

reply_time_in_minutes::business

reply_time_in_minutes__business

first_resolution_time_in_minutes::calendar

first_resolution_time_in_minutes__calendar

first_resolution_time_in_minutes::business

first_resolution_time_in_minutes__business

full_resolution_time_in_minutes::calendar

full_resolution_time_in_minutes__calendar

full_resolution_time_in_minutes::business

full_resolution_time_in_minutes__business

agent_wait_time_in_minutes::calendar

agent_wait_time_in_minutes__calendar

agent_wait_time_in_minutes::business

agent_wait_time_in_minutes__business

requester_wait_time_in_minutes::calendar

requester_wait_time_in_minutes__calendar

requester_wait_time_in_minutes::business

requester_wait_time_in_minutes__business

on_hold_time_in_minutes::calendar

on_hold_time_in_minutes__calendar

on_hold_time_in_minutes::business

on_hold_time_in_minutes__business

created_at

created_at

updated_at

updated_at

Daasity: unique id for the account

_account_id

Daasity: timestamp when loaded into D

__synced_at

Users

  • Endpoint: Users

  • Update Method: UPSERT

  • Table Name: [zendesk.users]

JSON Element
Database Column

id

id

name

name

role

role

email

email

phone

phone

time_zone

time_zone

last_login_at

last_login_at

active

active

created_at

created_at

updated_at

updated_at

Daasity: unique id for the account

_account_id

Daasity: timestamp when loaded into DB

__synced_at

Organizations

  • Endpoint: Organizations

  • Update Method: UPSERT

  • Table Name: [zendesk.organizations]

JSON Element
Database Column

id

id

external_id

external_id

name

name

created_at

created_at

updated_at

updated_at

Daasity: unique id for the account

_account_id

Daasity: timestamp when loaded into DB

__synced_at

Organization Domain Names

  • Endpoint: Organizations

  • Update Method: UPSERT

  • Table Name: [zendesk.organization_domain_names]

JSON Element
Database Column

MD5(organization_id + ':' + subdomain)

key

organization_id

organization_id

domain_name

domain_name

Daasity: unique id for the account

_account_id

Daasity: timestamp when loaded into DB

__synced_at

Brands

  • Endpoint: Brands

  • Update Method: UPSERT

  • Table Name: [zendesk.brands]

JSON Element
Database Column

id

id

name

name

brand_url

brand_url

active

is_active

subdomain

subdomain

created_at

created_at

updated_at

updated_at

Daasity: unique id for the account

_account_id

Daasity: timestamp when loaded into DB

__synced_at

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