Data Source - Zendesk Support

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summary

This is the Help Page for ETL Configuration of ETL Configuration of Ticket and User Data in Zendesk Support.

Setting items

STEP1 Basic settings

item name indispensable default value Contents
Zendesk Support Connection Configuration Yes - Select the preregistered Zendesk Support Connection Configuration that has the necessary permissions for this ETL Configuration.
Data Acquisition Target Yes ticket Select the data content to be acquired from the following
  • ticket
  • user
  • ticket_metrics
  • ticket_comments
    		•

    When tickets are selected as the data acquisition target

    item name indispensable default value Contents
    status Yes any Select the status of the ticket to be acquired from the following
    Only tickets with the selected status will be retrieved.
    However, if you select any, you will get tickets for all statuses.
  • any
  • new
  • open
  • pending
  • hold
  • solved
  • closed
    		•
    Ticket Type Yes any Select the type of ticket to be acquired from the following
    Only tickets of the selected type will be retrieved.
    However, if you select any, you will get all types of tickets.
  • any
  • question
  • incident
  • problem
  • task
    		•
    degree of relative priority Yes any Select the priority level of the ticket to be acquired from the following options.
    Only tickets of the selected priority will be retrieved.
    However, if you select any, you will get all priority tickets.
  • any
  • low
  • normal
  • high
  • urgent
    		•
    Ticket creation date and time No - Retrieves tickets created during the specified period.
    Ticket renewal date and time No - Retrieves tickets renewed during the specified period.
    Ticket resolution date and time No - Retrieves tickets resolved during the specified time period.
    Ticket expiration date and time No - Acquire tickets that expire in the specified time period.

    When ticket_metrics or ticket_comments is selected as the data acquisition target

    item name indispensable default value Contents
    Acquisition start date and time Yes - Get ticket_metrics or ticket_comments updated after the set date and time.
    time zone Yes - Select the time zone for the acquisition start date and time.

    :::( Warning) ( Regarding the start date and time of ticket_metrics and ticket_comments acquisition)

    Due to Zendesk API specifications, ticket_metrics and ticket_comments cannot be filtered and retrieved based on modification date/time.
    Therefore, TROCCO retrieves ticket_metrics and ticket_comments based on tickets that have been updated since the date and time entered for the retrieval start date and time.
    As a result, ticket_metrics and``ticket_comments that have not been updated since the acquisition start date and time may be acquired. Please note that duplicate data may occur.
    :::

    STEP1 detailed settings

    Click on Set Details to display the configuration items.

    item name indispensable default value Contents
    page size Yes 1,000 You can enter the size of records retrieved per page.
    If an ETL Job fails due to a timeout, it may be resolved by re-setting a lower Page Size value.
    The page size can be specified up to 1,000 pages.