Zendesk

Zendesk is a comprehensive customer service and support platform that enables organizations to manage customer interactions, support tickets, and help desk operations across multiple communication channels. This data integration provides access to critical customer support data, allowing teams to analyze ticket workflows, audit support processes, monitor customer organizations, automate support operations through triggers, and manage user relationships.

Category	IT service management
Direction	Query source
Sign-in	API Token
Query languages	SQLite
Tables	8
Query templates	26
Website	zendesk.com

Before you start

Huntbase signs in to Zendesk with API Token. Create the credential in Zendesk first, then keep it to hand for the Connect step.

1. In Admin Center, click Apps and integrations in the sidebar, then select APIs › API tokens.
2. Click Add API token, optionally enter a Description, and click Save.
3. Copy the token before you close the window. It is never displayed in full again.

Watch out for

• You must be an administrator to generate a token, and API token access must be turned on for the account.

For the vendor's own instructions, see Zendesk API token documentation.

tip

Use a dedicated, read-only credential for Huntbase where the product allows it. Huntbase only needs to read.

Connect Zendesk

1. Go to Connections and click New connection, or click New connection on the Zendesk product page.
2. On Product, pick Zendesk and choose the Owner.
3. On Details, give the connection a Name and, optionally, a Description.
4. On Connect, fill in the settings and credentials described below.
5. On Verify, review the summary and click Create & check.

For everything else on the setup page — saving a draft, I'll do this later, and what each check result means — see Connections.

Settings

Where your Zendesk lives:

Field	Required	Notes
Subdomain	Yes	Only the subdomain of your Zendesk account, such as acme for acme.zendesk.com.
Agent Email	Yes	The email address of an agent who has permission to use the API. The token authenticates together with this address.

Credentials

The only Method is API Token. Enter a Credential label (for example Production), then fill in:

Field	Required	Notes
API Token	Yes	Secret — not shown again after you save it.

Query it

Once connected, Zendesk can serve these languages in a query tab, and Scout can use it when you ask in Auto:

Language	Use it for
SQLite	SQL over the 8 tables listed below, alongside every other connected source.

Example: SQLite

Basic group info — List all groups available within a Zendesk account to better manage customer interactions and support workflows.

select
  id,
  name
from
  zendesk_group;

Zendesk ships with 26 query templates. Find them in Library › Queries — see Query templates.

Tables

Zendesk adds 8 tables. Browse their columns from Schema in the query bar's ⋯ menu.

All 8 tables

Table	Contains
zendesk_brand	Brands are your customer-facing identities. They might represent multiple products or services, or they might literally be multiple brands owned and represented by your company.
zendesk_group	When support requests arrive in Zendesk Support, they can be assigned to a Group. Groups serve as the core element of ticket workflow; support agents are organized into Groups and tickets can be assigned to a Group only, or to an assigned agent within a Group. A ticket can never be assigned to an agent without also being assigned to a Group.
zendesk_organization	Just as agents can be segmented into groups in Zendesk Support, your customers (end-users) can be segmented into organizations. You can manually assign customers to an organization or automatically assign them to an organization by their email address domain. Organizations can be used in business rules to route tickets to groups of agents or to send email notifications.
zendesk_search	Search results for the given query.
zendesk_ticket	Tickets are the means through which your end users (customers) communicate with agents in Zendesk Support. Tickets can originate from a number of channels, including email, Help Center, chat, phone call, Twitter, Facebook, or the API. All tickets have a core set of properties.
zendesk_ticket_audit	Audits are a read-only history of all updates to a ticket. When a ticket is updated in Zendesk Support, an audit is stored. Each audit represents a single update to the ticket. An update can consist of one or more events.
zendesk_trigger	A trigger consists of one or more actions performed when a ticket is created or updated. The actions are performed only if certain conditions are met. For example, a trigger can notify the customer when an agent changes the status of a ticket to Solved.
zendesk_user	Zendesk Support has three types of users: end users (your customers), agents, and administrators.

Next steps

• Connections — health, credentials and settings after you connect
• Query languages — syntax, parameters and time ranges
• Chatting with Scout — ask questions without writing a query
• All integrations — the rest of the catalog