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Zendesk Support Data Source

Overview​

The Zendesk Support connector provides powerful data ingestion capabilities for customer service tickets, user management, and support analytics. You can choose from pre-configured endpoint templates for common use cases or manually configure custom endpoints for specific data requirements.

Prerequisites​

Before creating a Zendesk Support data source, ensure you have:

  • A configured Zendesk Support credential (see Zendesk Support Authorization)
  • Access to the Zendesk Support data you want to ingest
  • Understanding of Zendesk's data structure and API endpoints

For complete information about Zendesk Support's API capabilities, see the official Zendesk Support API documentation.

Endpoint Templates​

The following pre-configured endpoint templates are available for common Zendesk Support data ingestion scenarios:

  • Get All Tickets: Retrieve all support tickets with automatic pagination
  • Get All Users: Retrieve all users (customers, agents, admins) from your Zendesk account
  • Get All Groups: Retrieve all support groups and their configurations

Get All Tickets​

Get All Tickets

Retrieve all support tickets from your Zendesk Support account with automatic pagination. This endpoint is ideal for comprehensive ticket analysis and reporting.

  • Automatic Pagination: The endpoint automatically handles pagination to retrieve all available tickets
  • Complete Ticket Data: Includes ticket details, comments, attachments, and metadata

This endpoint retrieves all tickets regardless of status, priority, or assignment. Use manual configuration if you need to filter tickets by specific criteria.

Get All Users​

Get All Users

Retrieve all users from your Zendesk Support account, including customers, agents, and administrators. This endpoint is ideal for user management and analytics.

  • User Types: Includes customers, agents, admins, and other user roles
  • User Details: Includes contact information, roles, permissions, and activity data
  • Automatic Pagination: Handles pagination to retrieve all users

This endpoint retrieves all users regardless of status or role. Use manual configuration if you need to filter users by specific criteria.

Get All Groups​

Get All Groups

Retrieve all support groups and their configurations from your Zendesk Support account. This endpoint is ideal for organizational analysis and group management.

  • Group Information: Includes group names, descriptions, and member lists
  • Configuration Data: Includes group settings and permissions
  • Automatic Pagination: Handles pagination to retrieve all groups

This endpoint retrieves all groups regardless of status or type. Use manual configuration if you need to filter groups by specific criteria.

Manual Configuration​

If the pre-configured templates don't meet your needs, you can manually configure custom Zendesk Support API endpoints.

API Method​

Select the HTTP method for your API request:

  • GET: For retrieving data (most common for Zendesk Support API)
  • POST: For creating or updating resources

API Endpoint URL​

Configure the complete Zendesk Support API endpoint URL:

  1. Base URL: https://{subdomain}.zendesk.com/api/v2/
  2. Resource Path: Specify the Zendesk resource you want to access (e.g., tickets, users, organizations, groups)
  3. Query Parameters: Add any required or optional query parameters

Example URLs:

  • https://mycompany.zendesk.com/api/v2/tickets - Retrieve all tickets
  • https://mycompany.zendesk.com/api/v2/users?role=agent - Retrieve agent users
  • https://mycompany.zendesk.com/api/v2/organizations - Retrieve organizations

Date/Time Macros​

Use dynamic datetime placeholders for flexible endpoint configuration:

  • ${start.cron}: Current execution time in cron format
  • ${start.iso}: Current execution time in ISO 8601 format
  • ${start.unix}: Current execution time as Unix timestamp

Example with date filtering:

https://mycompany.zendesk.com/api/v2/tickets?created_at=${start.unix}

Lookup-Based Macros​

Reference data from other Nexla sources for dynamic endpoint configuration:

  • ${lookup.source_name.field_name}: Access specific fields from other data sources
  • ${lookup.source_name.field_name[*]}: Access array elements from lookup sources

Path to Data​

Specify which part of the Zendesk Support API response contains the relevant data:

  • JSON Path: Use dot notation for nested data access
    • $.tickets[*] - All tickets in the response
    • $.users[*] - All users in the response
    • $.next_page - Next page URL for pagination

Metadata​

Preserve contextual information from Zendesk Support API responses:

  • $.next_page: URL for the next page of results (pagination)
  • $.count: Total number of items available
  • $.previous_page: URL for the previous page of results

Request Headers​

Configure additional HTTP headers for API customization:

  • Authorization: Automatically handled by Nexla using your Zendesk credential
  • Content-Type: Usually application/json for Zendesk Support API
  • Accept: Specify response format (e.g., application/json)

Example headers:

Accept: application/json
Content-Type: application/json

Testing Your Configuration​

After configuring your Zendesk Support data source:

  1. Test Connection: Verify that Nexla can successfully connect to Zendesk Support
  2. Preview Data: Review a sample of the data that will be ingested
  3. Validate Schema: Ensure the data structure matches your expectations
  4. Check Rate Limits: Monitor Zendesk's rate limiting to avoid API throttling

Zendesk Support has rate limits that vary by endpoint and account type. Monitor your API usage in the Zendesk Admin Center to ensure you stay within limits.