Zendesk Walkthrough
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Zendesk Walkthrough

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Zendesk entities in Rivery

Rivery provides the reports which are available in the Zendesk reporting dashboard, and many more.

Using Rivery, it is possible to schedule the reports so your data will be always up to date and ready for your target tables for further analysis.

Start to build your Zendesk river from selecting the Zendesk report in the reports list.

Rivery allows pulling to pull data of entities which compose your Zendesk accounts such as tickets, users, organizations, satisfaction ratings and more.

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Using Rivery it is possible to schedule the run of the river so your data will be always up to date and ready in your target tables for further analysis.

Start to build your Zendesk river from selecting the Zendesk entity in the entities list.

How to use Zendesk inputs

Not all the following inputs will exist in all Zendesk entities. Each entity has its own supported inputs.

  1. Extract method:
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    The extract method is the way will pull the data from Zendesk.
    All - All the available data of the selected entity will be pulled.
    Incremental - When selecting incremental, the data will be pulled according to the given time period, so only the increment of the data will be pulled. It will be necessary to define the time period to pull the data for.

    Warning: Using the extract method "incremental" works only with admin role users. For lower permitted users use extract method "All".
    



    Please Note, using the extract method "All" for Tickets, Ticket Metrics, Ticket Skips, and Ticket Audits reports doesn't return archived tickets. Zendesk automatically archives tickets 120 days after they are marked Closed. Click here for more information.

    1. Select the start date and start time. The entity data will be from that given start time.
    2. Select an end date and end time. The entity data will contain data until that exact time.
    3. Leave the end date & time empty in order to have results until right now.
    4. Use “last days back” in order to have results from a given number of days before the start date. It will be useful in case there are retroactive changes in the data. DateTime range:
    5. When the extract method is incremental, the inputs of the date time range will be shown. The data that will be pulled according to the update time (updated_at)of the records in Zendesk.

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      Please Note:
      The Start Date won't be advanced if a River run is unsuccessful.
      If you don't want this default setting, click More Options and check the box to advance the start date even if the River run is unsuccessful (Not recommended).
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  3. Exclude system updates Select that input in order to pull only entity records that were updated not by system updates.

Users & Users Identities reports

Users and Users Identities reports both provide two options for obtaining user data:

  1. All
  2. Incremental

If 'ALL' is selected, you can filter the results by Role:

  • Agent

  • Admin

  • End-User

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Note

The Users Identities report returns user identities; the custom configuration relates to acquiring users, not to user identities.

Tickets Custom Fields

Custom fields are retrieved for each ticket in the Tickets entity. In case you have trouble handling these custom fields (name duplications, different format for the same custom field, etc.) as Rivery brings them from Zendesk, you can keep these custom fields as a raw JSON string. Furthermore, these fields can be handled with a Logic river or expression in the mapping as we show below.
Option 1, open raw_custom_fields inside a logic.
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Option 2, open raw_custom_fields in the target mapping.

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Activity Logs

The Activity Logs offer an inside perspective of the processes taking place in Zendesk river.


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