Zendesk

Zendesk is a cloud-based customer service and support platform. It offers a range of features including ticket management, self-service options, knowledgebase management, live chat, customer analytics, and conversations.

Bruin supports Zendesk as a source for Ingestr assets, and you can use it to ingest data from Zendesk into your data warehouse.

In order to set up Zendesk connection, you need to add a configuration item to connections in the .bruin.yml file and in asset file. Depending on the data you are ingesting (source_table), you will need to use either API Token authentication or OAuth Token authentication. Choose the appropriate method based on your source table. For more details, please refer to the Ingestr documentation

Follow the steps below to correctly set up Zendesk as a data source and run ingestion.

Step 1: Add a connection to .bruin.yml file

To connect to Zendesk, you need to add a configuration item to the connections section of the .bruin.yml file. This configuration must comply with the following schema:

API Token Authentication:

      connections:
          zendesk:
            - name: "my_zendesk",
              api_token: "xyzKey",
              email: "[email protected]",
              sub_domain: "myCompany",

OAuth Token Authentication:

  connections:
        zendesk:
          - name: "my_zendesk",
            oauth_token: "abcToken",
            sub_domain: "myCompany",

• sub_domain: the unique Zendesk subdomain that can be found in the account URL. For example, if your account URL is https://my_company.zendesk.com/, then my_company is your subdomain
• email: the email address of the user
• api_token: the API token used for authentication with Zendesk
• oauth_token: the OAuth token used for authentication with Zendesk

Step 2: Create an asset file for data ingestion

To ingest data from Zendesk, you need to create an asset configuration file. This file defines the data flow from the source to the destination. Create a YAML file (e.g., zendesk_ingestion.yml) inside the assets folder and add the following content:

name: public.zendesk
type: ingestr
connection: postgres

parameters:
  source_connection: my_zendesk
  source_table: 'brands'

  destination: postgres

• name: The name of the asset.
• type: Specifies the type of the asset. Set this to ingestr to use the ingestr data pipeline.
• connection: This is the destination connection, which defines where the data should be stored. For example: postgres indicates that the ingested data will be stored in a Postgres database.
• source_connection: The name of the Zendesk connection defined in .bruin.yml.
• source_table: The name of the data table in Zendesk that you want to ingest.

Available Source Tables

Table	PK	Inc Key	Inc Strategy	Details
tickets	id	updated_at	merge	Retrieves all tickets, which are the means through which customers communicate with agents
ticket_metrics	-	-	replace	Retrieves various metrics about one or more tickets.
ticket_metric_events	id	time	append	Retrieves ticket metric events that occurred on or after the start time
ticket_forms	-	-	replace	Retrieves all ticket forms
users	-	-	replace	Retrieves all users
groups	-	-	replace	Retrieves groups of support agents
organizations	-	-	replace	Retrieves organizations
brands	-	-	replace	Retrieves all brands for your account
sla_policies	-	-	replace	Retrieves different SLA policies.
activities	-	-	replace	Retrieves ticket activities affecting the agent.
automations	-	-	replace	Retrieves the automations for the current account
targets	-	-	replace	Retrieves targets where as targets are data from Zendesk to external applications like Slack when a ticket is updated or created.
calls	id	updated_at	merge	Retrieves all calls specific to channels
addresses	-	-	replace	Retrieves addresses information
greetings	-	-	replace	Retrieves all default or customs greetings
phone_numbers	-	-	replace	Retrieves all available phone numbers.
settings	-	-	replace	Retrieves account settings related to Zendesk voice accounts
lines	-	-	replace	Retrieves all available lines, such as phone numbers and digital lines, in your Zendesk voice account.
agents_activity	-	-	replace	Retrieves activity information for agents
legs_incremental	id	updated_at	merge	Retrieves detailed information about each agent involved in a call.
chats	id	update_timestamp/updated_timestamp	merge	Retrieves available chats.

Step 3: Run asset to ingest data

bruin run assets/zendesk_ingestion.yml

As a result of this command, Bruin will ingest data from the given Zendesk table into your Postgres database.