Zendesk Support Data Source

Follow the instructions below to create a new data flow that ingests data from a Zendesk Support source in Nexla.

Zendesk Support

Create a New Data Flow

1. To create a new data flow, navigate to the Integrate section, and click the New Data Flow button. Then, select the desired flow type from the list, and click the Create button.

2. Select the Zendesk Support connector tile from the list of available connectors. Then, select the credential that will be used to connect to the Zendesk Support instance, and click Next; or, create a new Zendesk Support credential for use in this flow.

3. In Nexla, Zendesk Support data sources can be created using pre-built endpoint templates, which expedite source setup for common Zendesk Support endpoints. Each template is designed specifically for the corresponding Zendesk Support endpoint, making source configuration easy and efficient.
   • To configure this source using a template, follow the instructions in Configure Using a Template.

Zendesk Support sources can also be configured manually, allowing you to ingest data from Zendesk Support endpoints not included in the pre-built templates or apply further customizations to exactly suit your needs.
• To configure this source manually, follow the instructions in Configure Manually.

Configure Using a Template

Nexla provides pre-built templates that can be used to rapidly configure data sources to ingest data from common Zendesk Support endpoints. Each template is designed specifically for the corresponding Zendesk Support endpoint, making data source setup easy and efficient.

Endpoint Settings

• Select the endpoint from which this source will fetch data from the Endpoint pulldown menu. Available endpoint templates are listed in the expandable boxes below. Click on an endpoint to see more information about it and how to configure your data source for this endpoint.

  Get All Tickets

  This endpoint template fetches all tickets in your Zendesk Support account. Use this template when you need to access ticket information, support data, or ticket metadata for analysis, reporting, or integration purposes.

  • This endpoint automatically fetches all tickets from your Zendesk Support account. No additional configuration is required beyond selecting this endpoint template. The endpoint uses link-based pagination to handle large result sets efficiently. Nexla will automatically follow the pagination to fetch subsequent pages of ticket data.

  This endpoint returns all tickets from your Zendesk Support account, including ticket IDs, subjects, descriptions, statuses, priorities, and other ticket metadata. The endpoint uses link-based pagination (following the next_page URL) to handle large result sets efficiently. Nexla will automatically follow the pagination to fetch subsequent pages of ticket data.

  For detailed information about tickets, API response structures, pagination, and available ticket data, see the Zendesk Support API documentation.

  Get All Users

  This endpoint template fetches all users in your Zendesk Support account. Use this template when you need to access user information, user profiles, or user metadata for analysis, reporting, or integration purposes.

  • This endpoint automatically fetches all users from your Zendesk Support account. No additional configuration is required beyond selecting this endpoint template. The endpoint uses link-based pagination to handle large result sets efficiently. Nexla will automatically follow the pagination to fetch subsequent pages of user data.

  This endpoint returns all users from your Zendesk Support account, including user IDs, names, email addresses, roles, and other user metadata. The endpoint uses link-based pagination (following the next_page URL) to handle large result sets efficiently. Nexla will automatically follow the pagination to fetch subsequent pages of user data.

  For detailed information about users, API response structures, pagination, and available user data, see the Zendesk Support API documentation.

  Get All Groups

  This endpoint template fetches all groups in your Zendesk Support account. Use this template when you need to access group information, group membership, or group metadata for analysis, reporting, or integration purposes.

  • This endpoint automatically fetches all groups from your Zendesk Support account. No additional configuration is required beyond selecting this endpoint template. The endpoint uses link-based pagination to handle large result sets efficiently. Nexla will automatically follow the pagination to fetch subsequent pages of group data.

  This endpoint returns all groups from your Zendesk Support account, including group IDs, names, descriptions, and other group metadata. The endpoint uses link-based pagination (following the next_page URL) to handle large result sets efficiently. Nexla will automatically follow the pagination to fetch subsequent pages of group data.

  For detailed information about groups, API response structures, pagination, and available group data, see the Zendesk Support API documentation.

  Get All Ticket Audits

  This endpoint template fetches all audit information for each ticket. Audits are a read-only history of all updates to a ticket. When a ticket is updated in Zendesk Support, an audit is stored. Use this template when you need to access ticket audit history, change tracking, or audit metadata for analysis, reporting, or integration purposes.

  • This endpoint automatically fetches all ticket audits from your Zendesk Support account. No additional configuration is required beyond selecting this endpoint template. The endpoint uses link-based pagination to handle large result sets efficiently. Nexla will automatically follow the pagination to fetch subsequent pages of audit data.

  This endpoint returns all ticket audits from your Zendesk Support account, including audit IDs, ticket IDs, timestamps, changes, and other audit metadata. Audits are a read-only history of all updates to a ticket. The endpoint uses link-based pagination (following the after_url URL) to handle large result sets efficiently. Nexla will automatically follow the pagination to fetch subsequent pages of audit data.

  For detailed information about ticket audits, API response structures, pagination, and available audit data, see the Zendesk Support API documentation.

  Get All Organizations

  This endpoint template fetches all organizations in your Zendesk Support account. Use this template when you need to access organization information, organization data, or organization metadata for analysis, reporting, or integration purposes.

  • This endpoint automatically fetches all organizations from your Zendesk Support account. No additional configuration is required beyond selecting this endpoint template. The endpoint uses link-based pagination to handle large result sets efficiently. Nexla will automatically follow the pagination to fetch subsequent pages of organization data.

  This endpoint returns all organizations from your Zendesk Support account, including organization IDs, names, domains, and other organization metadata. The endpoint uses link-based pagination (following the links.next URL) to handle large result sets efficiently. Nexla will automatically follow the pagination to fetch subsequent pages of organization data.

  For detailed information about organizations, API response structures, pagination, and available organization data, see the Zendesk Support API documentation.

  Count Tickets

  This endpoint template returns an approximate count of tickets in the account. If the count exceeds 100,000, it is updated every 24 hours. Use this template when you need to access ticket counts, statistics, or count metadata for analysis, reporting, or integration purposes.

  • This endpoint automatically returns an approximate count of tickets from your Zendesk Support account. No additional configuration is required beyond selecting this endpoint template. The endpoint does not use pagination as it returns a single count value.

  This endpoint returns an approximate count of tickets in your Zendesk Support account. If the count exceeds 100,000, it is updated every 24 hours. The endpoint returns a single count value, not a list of tickets.

  For detailed information about ticket counts, API response structures, and available count data, see the Zendesk Support API documentation.

  Show Ticket

  This endpoint template returns a number of ticket properties for a specific ticket. Use this template when you need to access detailed ticket information, ticket properties, or ticket metadata for a specific ticket ID for analysis, reporting, or integration purposes.

  • Enter the Ticket ID in the Ticket ID field. This should be the ID of the ticket whose properties you want to retrieve. The Ticket ID determines which ticket's properties will be retrieved.

  This endpoint returns a number of ticket properties for a specific ticket from your Zendesk Support account, including ticket ID, subject, description, status, priority, and other ticket metadata. The endpoint returns a single ticket record, not a list of tickets.

  For detailed information about ticket properties, API response structures, and available ticket data, see the Zendesk Support API documentation.

Endpoint Testing

Once the selected endpoint template has been configured, Nexla can retrieve a sample of the data that will be fetched according to the current settings. This allows users to verify that the source is configured correctly before saving.

• To test the current endpoint configuration, click the Test button to the right of the endpoint selection menu. Sample data will be fetched & displayed in the Endpoint Test Result panel on the right.

• If the sample data is not as expected, review the selected endpoint and associated settings, and make any necessary adjustments. Then, click the Test button again, and check the sample data to ensure that the correct information is displayed.

Configure Manually

Zendesk Support data sources can be manually configured to ingest data from any valid Zendesk Support API endpoint. Manual configuration provides maximum flexibility for accessing endpoints not covered by pre-built templates or when you need custom API configurations.

With manual configuration, you can also create more complex Zendesk Support sources, such as sources that use chained API calls to fetch data from multiple endpoints or sources that require custom authentication headers or request parameters.

API Method

1. To manually configure this source, select the Advanced tab at the top of the configuration screen.

2. Select the API method that will be used for calls to the Zendesk Support API from the Method pulldown menu. The most common methods are:

   • GET: For retrieving data from the API (most common for Zendesk Support data sources)

API Endpoint URL

3. Enter the URL of the Zendesk Support API endpoint from which this source will fetch data in the Set API URL field. This should be the complete URL including the protocol (https://) and any required path parameters. Zendesk Support API endpoints typically follow the pattern https://{subdomain}.zendesk.com/api/v2/{endpoint_path} where {subdomain} is your Zendesk subdomain.

Ensure the API endpoint URL is correct and accessible with your current credentials. You can test the endpoint using the Test button after configuring the URL. The endpoint requires Access Token or Basic Authentication, which is handled automatically by your credential configuration.

Path to Data

If only a subset of the data that will be returned by API endpoint is needed, you can designate the part(s) of the response that should be included in the Nexset(s) produced from this source by specifying the path to the relevant data within the response. This is particularly useful when API responses contain metadata, pagination information, or other data that you don't need for your analysis.

For example, when a request call is used to fetch a list of tickets, the API will typically return an array of ticket records, along with metadata, in the response. By entering the path to the relevant data, you can configure Nexla to treat each element of the returned array as a record.

Path to Data is essential when Zendesk Support API responses have nested structures. Without specifying the correct path, Nexla might not be able to properly parse and organize your data into usable records.

• To specify which data should be treated as relevant in responses from this source, enter the path to the relevant data in the Set Path to Data in Response field.

  • For responses in JSON format enter the JSON path that points to the object or array that should be treated as relevant data. JSON paths use dot notation (e.g., $.tickets[*] to access an array of tickets within a response object).

  • For responses in XML format, enter the XPath that points to the object/array containing relevant data. XPath uses slash notation (e.g., /response/tickets/ticket to access ticket elements within a tickets element).

  Path to Data Example:

  If the Zendesk Support API response is in JSON format and includes a nested array named tickets that contains the relevant data, the path to the response would be entered as $.tickets[*].

Autogenerate Path Suggestions

Nexla can also autogenerate data path suggestions based on the response from the API endpoint. These suggested paths can be used as-is or modified to exactly suit your needs.

• To use this feature, click the Test button next to the Set API URL field to fetch a sample response from the API endpoint. Suggested data paths generated based on the content & format of the response will be displayed in the Suggestions box below the Set Path to Data in Response field.

• Click on a suggestion to automatically populate the Set Path to Data in Response field with the corresponding path. The populated path can be modified directly within the field if further customization is needed.

  

Endpoint Testing (Manual Configuration)

After configuring all settings for the selected endpoint, Nexla can retrieve a sample of the data that will be fetched according to the current configuration. This allows users to verify that the source is configured correctly before saving.

• To test the current endpoint configuration, click the Test button to the right of the endpoint selection menu. Sample data will be fetched & displayed in the Endpoint Test Result panel on the right.

• If the sample data is not as expected, review the selected endpoint and associated settings, and make any necessary adjustments. Then, click the Test button again, and check the sample data to ensure that the correct information is displayed.

Save & Activate the Source

1. Once all of the relevant steps in the above sections have been completed, click the Create button in the upper right corner of the screen to save and create the new Zendesk Support data source. Nexla will now begin ingesting data from the configured endpoint and will organize any data that it finds into one or more Nexsets.