Forwarding from - Zendesk Support
- 17 Jul 2024
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Forwarding from - Zendesk Support
- Updated on 17 Jul 2024
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summary
Help page for configuring Zendesk Support to transfer ticket and user data.
Setting items
STEP1 Basic settings
| item name | indispensable | default value | Contents |
|---|---|---|---|
| Zendesk Support Connection Information | Yes | - | Select the previously registered Zendesk Support connection information that has the necessary permissions for this transfer setup. |
| Data Acquisition Target | Yes | ticket | Select the data content to be acquired from the followingticketuserticket_metricsticket_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.anynewopenpendingholdsolvedclosed |
| 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.anyquestionincidentproblemtask |
| 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.anylownormalhighurgent |
| 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 a transfer 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. |
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