Zendesk Support Destination

Overview

The Zendesk Support connector provides powerful data delivery capabilities for creating and updating support tickets, user records, and organizational data. 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 destination, ensure you have:

• A configured Zendesk Support credential with Read Write scope (see Zendesk Support Authorization)
• Understanding of Zendesk's data structure and API endpoints
• Appropriate permissions for the Zendesk resources you want to create or update

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 delivery scenarios:

• Create Tickets: Create new support tickets in Zendesk
• Update Users: Update existing user information in Zendesk
• Create Organizations: Create new organizations in Zendesk

Create Tickets

Create Tickets

Create new support tickets in your Zendesk Support account. This endpoint is ideal for automated ticket creation from external systems.

• Ticket Data: Provide ticket subject, description, priority, and other relevant fields
• User Assignment: Assign tickets to specific agents or groups
• Custom Fields: Include custom ticket fields as needed

This endpoint creates new tickets based on the data you provide. Ensure your data matches Zendesk's expected ticket schema.

Update Users

Update Users

Update existing user information in your Zendesk Support account. This endpoint is ideal for synchronizing user data from external systems.

• User Identification: Specify the user ID or email address to update
• User Data: Provide updated user information (name, email, phone, etc.)
• Role Management: Update user roles and permissions as needed

This endpoint updates existing users based on the data you provide. Ensure you have the correct user identifiers.

Create Organizations

Create Organizations

Create new organizations in your Zendesk Support account. This endpoint is ideal for setting up customer organizations from external systems.

• Organization Data: Provide organization name, domain, and other relevant information
• Custom Fields: Include custom organization fields as needed
• Tags and Notes: Add organization tags and notes for better organization

This endpoint creates new organizations based on the data you provide. Ensure your data matches Zendesk's expected organization schema.

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:

• POST: For creating new resources (most common for Zendesk Support destinations)
• PUT: For updating existing resources
• PATCH: For partial updates to existing resources

Data Format

Configure how your data will be formatted for Zendesk Support API consumption:

• JSON: Most common format for Zendesk Support API (recommended)
• Form Data: For specific Zendesk endpoints that require form encoding
• XML: Rarely used with Zendesk Support API

JSON Configuration:

• Content-Type: application/json
• Data Structure: Ensure your data matches Zendesk's expected schema

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 create or update (e.g., tickets, users, organizations)
3. Resource ID: For updates, include the specific resource ID in the URL path

Example URLs:

• https://mycompany.zendesk.com/api/v2/tickets - Create new tickets
• https://mycompany.zendesk.com/api/v2/users/{user_id} - Update specific user
• https://mycompany.zendesk.com/api/v2/organizations - Create new organizations

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

Exclude Attributes

Filter out unnecessary data fields before sending to Zendesk Support:

• Field Names: Specify exact field names to exclude
• Pattern Matching: Use wildcards for multiple fields (e.g., temp_*, debug_*)
• Nested Fields: Use dot notation for nested field exclusion (e.g., metadata.debug)

Record Batching

Configure how multiple records are grouped for efficient API calls:

• Batch Size: Number of records per API call (Zendesk typically handles single records)
• Batch Method: How to handle multiple records (usually individual API calls)
• Error Handling: How to handle failures in batched operations

Response Webhook

Configure automatic response handling and status tracking:

• Webhook URL: Endpoint to receive Zendesk webhook notifications
• Event Types: Specify which Zendesk events to listen for
• Signature Verification: Validate webhook signatures for security

Common Zendesk Webhook Events:

• ticket.created - New ticket created
• ticket.updated - Ticket updated
• user.created - New user created
• organization.created - New organization created

Testing Your Configuration

After configuring your Zendesk Support destination:

1. Test Connection: Verify that Nexla can successfully connect to Zendesk Support
2. Validate Data Format: Ensure your data matches Zendesk's expected schema
3. Test Record Creation: Send a test record to verify the endpoint works
4. Monitor Webhooks: Check that webhook notifications are received correctly

Zendesk Support has strict data validation requirements. Ensure your data matches the expected schema for the resource type you're creating or updating.

Important

Always test your Zendesk Support destination with test data first. Use a sandbox or test environment to avoid affecting production support operations.