Documentation / Product / Integrations / Zendesk

Zendesk: Import Tickets and Users

Import Zendesk users and tickets to leverage Lytics Insights and behavioral scoring to make sure you're reaching the right users with the right messages.

Integration Details

This integration utilizes the Zendesk Support API to import user data. Once the import is started the workflow will:

  1. Retrieve all users in your Zendesk account via the /api/v2/search.json endpoint.
  2. Retrieve all tickets in your Zendesk account via the /api/v2/incremental/tickets.json endpoint.
  3. Ingest all users and tickets and emit them to the zendesk_users and zendesk_tickets data streams in Lytics.
  4. Sleep for 15 minutes.
  5. On subsequent runs, only users and tickets that have been modified since the last time they were imported will be retrieved.

Fields

The following fields are included in the default mapping of the zendesk_users stream:

Source FieldLytics User FieldDescriptionType
idzd_userid unique idZendesk User IDstring
emailemail unique idEmail Addressstring
emailemaildomainEmail Domainstring
namenameFull Namestring
external_idzd_external_idZendesk External IDstring
localezd_localeZendesk Localestring
phonezd_phoneZendesk Phone Numberstring
rolezd_roleZendesk Rolestring
timezonezd_timezoneZendesk Timezonestring
tagszd_user_tagsZendesk User Tagsstring

The following fields are included in the default mapping of the zendesk_tickets stream:

Source FieldLytics User FieldDescriptionType
requester_idzd_userid unique idZendesk User IDstring
channelsAll Channels Used[]string
created_atlast_active_tsLast Active on Any Channeldate
last_channel_activitiesLast Activity By Channelmap[string]time
created_atzd_created_dtLast Zendesk Ticket Created Datedate
created_atzd_first_created_dtFirst Zendesk Ticket Created Datedate
has_incidentszd_has_incidentsZendesk User Has Incidentsstring
idzd_idZendesk Ticket IDstring
created_atzd_last_created_dtLast Zendesk Ticket Created Datedate
organization_idzd_org_idZendesk Organization IDstring
organization_namezd_org_nameZendesk Organization Namestring
organization_tagszd_org_tagsZendesk Organization Tagsstring
via_channelzd_platformsZendesk Platform Submitted Via[]string
satisfaction_rating_scorezd_satisfaction_scoresZendesk Ticket Satisfaction Scores[]string
statuszd_statusZendesk Ticket Status[]string
subjectzd_subjectsZendesk Ticket Subjects[]string
submitter_idzd_submitter_idsZendesk Ticket Submitter IDs[]string
tagszd_tagsZendesk Ticket Tags[]string
idzd_ticket_ctZendesk Ticket Countint
urlzd_ticket_urlsZendesk Ticket URLs[]string
typezd_typesZendesk Ticket Types[]string
zd_yymmZendesk User Submitted Tickets Countsmap[string]intsum

Configuration

Follow these steps to set up and configure an import of Zendesk Tickets and Users in the Lytics platform.

  1. Navigate to the Integrations section of Lytics and select Zendesk. zendesk-tile 215
  2. Select Workflows from the menu on the left.
  3. Select Import Tickets and Users from the list of workflows.
  4. Select the Authorization you previously set up.
  5. Check Tickets to import all Zendesk tickets.
  6. Check Users to import all Zendesk users.
  7. Click the Start Import button to start the work Zendesk Import Config