Microapps

Zendesk connector specifications

February 7, 2020

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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)

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Zendesk connector specifications

February 7, 2020

Contributed by:

February 7, 2020

Contributed by:

Zendesk connector specifications

Security page filters

Version details

Endpoints

Service Actions

Key Entities

Entities with Attributes

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