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Zendesk connector specifications

February 7, 2020
Contributed by:  P

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

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)

Zendesk connector specifications

February 7, 2020
Contributed by:  P

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