Zendesk walkthrough

Zendesk entities

Data Integration provides the reports that are available in the Zendesk reporting dashboard.

Start to build your Zendesk River by selecting the Zendesk report in the reports list.

Data Integration enables pulling data of entities that compose your Zendesk accounts, such as tickets, users, organizations, satisfaction ratings, and more.

Using Data Integration, you can schedule the run of the river so your data is up to date and ready in your target tables for further analysis.

Start to build your Zendesk river by selecting the Zendesk entity in the entities list:

Using Zendesk inputs

Not all of the following inputs are available in all Zendesk entities. Each entity has its own supported inputs.

Extract method:

The extract method is used to pull data from Zendesk.

All - All the available data of the selected entity will be pulled.
Incremental - When selecting incremental, the data will be pulled according to the given time period, so only the increment of the data will be pulled. Define the time period to pull the data for.

note

Using the "incremental" extract method is only applicable to users with the admin role. For lower-permitted users, use the Allextract method.

Using the extract method All for Tickets, Ticket Metrics, Ticket Skips, and Ticket Audits reports does not return archived tickets. Zendesk automatically archives tickets 120 days after they are marked Closed. To learn more, refer to Zendesk support documentation.

Select the start date and start time. The entity data is pulled from that given start time.
Select an end date and end time. The entity data contains data until that exact time.
Leave the end date & time empty to have results until the current time.
Use “last days back” to have results from a given number of days before the start date. It will be helpful in case there are retroactive changes in the data. DateTime range:

When the extract method is incremental, the inputs for the date and time range are available. The data is pulled according to the update time (updated_at) of the records in Zendesk.

note

The Start Date does not advance if a River run is unsuccessful. If you want to turn off this default setting, click More options and select the checkbox to advance the start date even if the River run is unsuccessful (Not recommended).

Exclude system updates: Select that input to pull only entity records that were updated not by system updates.

Users and users identities reports

Users and users identities reports both provide two options for obtaining user data:

All
Incremental

If 'ALL' is selected, you can filter the results by Role:

Agent
Admin
End-User

note

The Users Identities report returns user identities; the custom configuration relates to acquiring users, not to user identities.

Tickets status

Using the Ticket Metrics report filter, you can sort metrics by status, which includes a range of values such as:

New
Open
Pending
Hold
Solved
Closed.

note

You can select multiple values for this filter.

If you want to fetch only a small number of updated metrics within a two-day timeframe, do not use the filter. Use this filter when you want to retrieve a larger number of updated metrics for a wider time frame. In such cases, the load can be split by excluding certain statuses such as closed and solved. This enhances the performance of the River and ensures that only the necessary ticket metrics are retrieved.

Limitation

The Satisfaction Ratings report has a limitation that restricts data retrieval to only the last minute before the current time. Attempting to set the end date to the present moment results in an error from Zendesk.

note

If you choose not to set an end date, the retrieved data will be up to a minute behind the current time. The start date for the next iteration also begins from that same time, one minute earlier.

Activity logs

The Activity Logs provide an inside perspective on the processes taking place in Zendesk River.