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
- Implementation Type: Server-side.
- Implementation Technique: REST API.
- Frequency: Users are imported in batches every 15 minutes.
- Resulting data: User profiles and User fields.
This integration utilizes the Zendesk Support API to import user data. Once the import is started the workflow will:
- Retrieve all users in your Zendesk account via the
/api/v2/search.jsonendpoint. - Retrieve all tickets in your Zendesk account via the
/api/v2/incremental/tickets.jsonendpoint. - Ingest all users and tickets and emit them to the
zendesk_usersandzendesk_ticketsdata streams in Lytics. - Sleep for 15 minutes.
- 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 Field | Lytics User Field | Description | Type |
|---|---|---|---|
| id | zd_userid unique id | Zendesk User ID | string |
email unique id | Email Address | string | |
| emaildomain | Email Domain | string | |
| name | name | Full Name | string |
| external_id | zd_external_id | Zendesk External ID | string |
| locale | zd_locale | Zendesk Locale | string |
| phone | zd_phone | Zendesk Phone Number | string |
| role | zd_role | Zendesk Role | string |
| timezone | zd_timezone | Zendesk Timezone | string |
| tags | zd_user_tags | Zendesk User Tags | string |
The following fields are included in the default mapping of the zendesk_tickets stream:
| Source Field | Lytics User Field | Description | Type |
|---|---|---|---|
| requester_id | zd_userid unique id | Zendesk User ID | string |
| channels | All Channels Used | []string | |
| created_at | last_active_ts | Last Active on Any Channel | date |
| last_channel_activities | Last Activity By Channel | map[string]time | |
| created_at | zd_created_dt | Last Zendesk Ticket Created Date | date |
| created_at | zd_first_created_dt | First Zendesk Ticket Created Date | date |
| has_incidents | zd_has_incidents | Zendesk User Has Incidents | string |
| id | zd_id | Zendesk Ticket ID | string |
| created_at | zd_last_created_dt | Last Zendesk Ticket Created Date | date |
| organization_id | zd_org_id | Zendesk Organization ID | string |
| organization_name | zd_org_name | Zendesk Organization Name | string |
| organization_tags | zd_org_tags | Zendesk Organization Tags | string |
| via_channel | zd_platforms | Zendesk Platform Submitted Via | []string |
| satisfaction_rating_score | zd_satisfaction_scores | Zendesk Ticket Satisfaction Scores | []string |
| status | zd_status | Zendesk Ticket Status | []string |
| subject | zd_subjects | Zendesk Ticket Subjects | []string |
| submitter_id | zd_submitter_ids | Zendesk Ticket Submitter IDs | []string |
| tags | zd_tags | Zendesk Ticket Tags | []string |
| id | zd_ticket_ct | Zendesk Ticket Count | int |
| url | zd_ticket_urls | Zendesk Ticket URLs | []string |
| type | zd_types | Zendesk Ticket Types | []string |
| zd_yymm | Zendesk User Submitted Tickets Counts | map[string]intsum |
Configuration
Follow these steps to set up and configure an import of Zendesk Tickets and Users in the Lytics platform.
- Navigate to the Integrations section of Lytics and select Zendesk.
- Select Workflows from the menu on the left.
- Select Import Tickets and Users from the list of workflows.
- Select the Authorization you previously set up.
- Check Tickets to import all Zendesk tickets.
- Check Users to import all Zendesk users.
- Click the Start Import button to start the work
