Zendesk connector specifications
Integrate with Zendesk to submit and monitor requests from any device, intranet, or messenger.
Security page filters
Add Ticket - Submit - filter ticket.id is null Tickets - My Tickets - filter ticket.requester/submiter/assignee_email is equal to User Email Tickets - Ticket Detail - filter ticket.requester/submiter/assignee_email is equal to User Email
Version details
Citrix Microapps supports the latest Zendesk APIs.
Endpoints
Note:
Custom endpoints are not supported.
GET
- Tickets: https://developer.zendesk.com/rest_api/docs/core/tickets
- Users: https://developer.zendesk.com/rest_api/docs/core/users#json-format-for-agent-or-admin-requests
- Satisfaction Ratings (per ticket): https://developer.zendesk.com/rest_api/docs/core/satisfaction_ratings
- Ticket Metrics: https://developer.zendesk.com/rest_api/docs/core/ticket_metrics
- Groups: https://developer.zendesk.com/rest_api/docs/core/groups
- Group Memberships: https://developer.zendesk.com/rest_api/docs/core/group_memberships
- Organizations: https://developer.zendesk.com/rest_api/docs/core/organizations
- Organization Memberships: https://developer.zendesk.com/rest_api/docs/core/organization_memberships
POST
Create Ticket: https://developer.zendesk.com/rest_api/docs/core/tickets#create-ticket
Service Actions
- Create New Ticket - creates new ticket in the source system
Key Entities
The following are the main business entities that this connector addresses:
- group
- organization
- tickets
- user
Entities with Attributes
The following is a full list of entities and their attributes (Zendesk v.0.1.0):
day_ticket_statistic
- day: DATE, PK
- created_count: LONG
- solved_count: LONG
group
- id: LONG, PK
- name: STRING(128)
- deleted: BOOLEAN
- created_at: DATETIME
- updated_at: DATETIME
group_membership
- id: LONG, PK
- user_id: LONG, FK(user.id)
- group_id: LONG, FK(group.id)
organization
- id: LONG, PK
- name: STRING(128)
- created_at: DATETIME
- updated_at: DATETIME
- details: STRING(1024)
- notes: STRING(1024)
- domain_names: STRING(128)
- tags: STRING(128)
organization_membership
- id: LONG, PK
- user_id: LONG, FK(user.id)
- organization_id: LONG, FK(organization.id)
ticket
- id: LONG, PK
- subject: STRING(128)
- description: STRING(-1)
- created_at: DATETIME
- updated_at: DATETIME
- requester_id: LONG, FK(user.id)
- submitter_id: LONG, FK(user.id)
- assignee_id: LONG, FK(user.id)
- organization_id: LONG, FK(organization.id)
- group_id: LONG, FK(group.id)
- is_public: BOOLEAN
- due_at: DATETIME
- status: STRING(32), FK(ticket_status.id)
- priority: STRING(32), FK(ticket_priority.id)
- type: STRING(32), FK(ticket_type.id)
- via_channel: STRING(32)
- requester_name: STRING(128)
- requester_email: STRING(128)
- submitter_name: STRING(128)
- submitter_email: STRING(128)
- assignee_name: STRING(128)
- assignee_email: STRING(128)
- tags: STRING(128)
- collaborator_emails: STRING(1024)
- satisfaction_rating_score: STRING(32)
- satisfaction_rating_created_at: DATETIME
- satisfaction_rating_updated_at: DATETIME
- satisfaction_rating_comment: STRING(1024)
ticket_metric
- id: LONG, PK
- ticket_id: LONG, FK(ticket.id)
- group_stations: INTEGER(x32)
- assignee_stations: INTEGER(x32)
- reopens: INTEGER(x32)
- replies: INTEGER(x32)
- assignee_updated_at: DATETIME
- requester_updated_at: DATETIME
- last_updated_at: DATETIME
- initially_updated_at: DATETIME
- assigned_at: DATETIME
- solved_at: DATETIME
- created_at: DATETIME
- updated_at: DATETIME
- last_comment_added_at: DATETIME
- reply_time_cal: INTEGER(x32)
- reply_time_cal_hour: FLOAT(prec=8, scale=2)
- reply_time_bus: INTEGER(x32)
- first_resol_cal: INTEGER(x32)
- first_resol_cal_hour: FLOAT(prec=8, scale=2)
- first_resol_bus: INTEGER(x32)
- full_resol_cal: INTEGER(x32)
- full_resol_cal_hour: FLOAT(prec=8, scale=2)
- full_resol_bus: INTEGER(x32)
- agent_wait_cal: INTEGER(x32)
- agent_wait_cal_hour: FLOAT(prec=8, scale=2)
- agent_wait_bus: INTEGER(x32)
- requester_wait_cal: INTEGER(x32)
- requester_wait_cal_hour: FLOAT(prec=8, scale=2)
- requester_wait_bus: INTEGER(x32)
- on_hold_cal: INTEGER(x32)
- on_hold_cal_hour: FLOAT(prec=8, scale=2)
- on_hold_bus: INTEGER(x32)
user
- id: LONG, PK
- name: STRING(128)
- alias: STRING(128)
- email: STRING(128)
- created_at: DATETIME
- updated_at: DATETIME
- active: BOOLEAN
- last_login_at: DATETIME
- phone: STRING(32)
- details: STRING(1024)
- notes: STRING(1024)
- organization_id: LONG
- role: STRING(32), FK(user_role.id)
- tags: STRING(128)
ticket_status (Value list ticket_status)
- id: STRING(32), PK
- name: STRING(64)
ticket_priority (Value list ticket_priority)
- id: STRING(32), PK
- name: STRING(64)
ticket_type (Value list ticket_type)
- id: STRING(32), PK
- name: STRING(64)
user_role (Value list user_role)
- id: STRING(32), PK
- name: STRING(64)