Zendesk V1 Connector Configuration Reference
The Zendesk connector uses the Zendesk REST API to retrieve tickets and their associated comments and attachments from a Zendesk repository.
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V1 deprecation and removal notice
Starting in Fusion 5.12.0, all V1 connectors are deprecated. This means they are no longer being actively developed and will be removed in Fusion 5.13.0.
The replacement for this connector is in active development at this time and will be released at a future date.
If you are using this connector, you must migrate to the replacement connector or a supported alternative before upgrading to Fusion 5.13.0. We recommend migrating to the replacement connector as soon as possible to avoid any disruption to your workflows.
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It retrieves all tickets with all fields (such as customer, assignee, priority, status, and so on) as well as access restrictions for users and groups. ACLs can be used for security trimming at query time.
The types of items retrieved are:
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tickets and their associated metrics: for example, time elapsed until first response, time to close.
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ticket comment counts, comment IDs
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ticket comment attachment URLs
Items retrieved are returned as individual Solr documents, therefore, for a given Zendesk ticket, there will be multiple documents:
Documents have fields for Zendesk type and reference field to parent documents. For example, a comment document will have field ticket_id pointing back to the Zendesk ticket.
Incremental recrawls allow updates to the Fusion collection to add new tickets and record further changes to existing tickets without having
to retrieve the entire Zendesk repository contents.
The Zendesk user must have administrator privileges to retrieve all tickets and associated information.
All communication with the Zendesk API is encrypted with SSL.
A Zendesk data source must be configured with the following properties:
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Authentication Key. The username or email.
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Authentication Value. The password or API token.
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Token Auth. A flag to indicate whether the auth key/value should be treated as username/password or email/token
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Base URL. The API URL to an instance of the Zendesk API
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Organization ID. Set to restrict indexing to only tickets that belong to the Organization
It retrieves all tickets with all fields (such as customer, assignee, priority, status, and so on) as well as access restrictions for users and groups. ACLs can be used for security trimming at query time.
The types of items retrieved are:
-
tickets and their associated metrics: for example, time elapsed until first response, time to close.
-
ticket comment counts, comment IDs
-
ticket comment attachment URLs
Items retrieved are returned as individual Solr documents, therefore, for a given Zendesk ticket, there will be multiple documents:
Documents have fields for Zendesk type and reference field to parent documents. For example, a comment document will have field ticket_id pointing back to the Zendesk ticket.
Incremental recrawls allow updates to the Fusion collection to add new tickets and record further changes to existing tickets without having
to retrieve the entire Zendesk repository contents.
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When entering configuration values in the UI, use unescaped characters, such as \t for the tab character. When entering configuration values in the API, use escaped characters, such as \\t for the tab character.
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Connector to index Zendesk tickets, ticket attachments, and ticket comments.
description - string
Optional description for this datasource.
id - stringrequired
Unique name for this datasource.
>= 1 characters
Match pattern: ^[a-zA-Z0-9_-]+$
parserId - string
Parser used when parsing raw content. For some connectors, a configuration to 'retry' parsing if an error occurs is available as an advanced setting
Default: _system
pipeline - stringrequired
Name of an existing index pipeline for processing documents.
>= 1 characters
properties - Properties
Datasource configuration properties
article_containers - array[object]
Specify the Category or Section Id to retrieve articles from. Don't add entries to index all articles from all categories
object attributes:{container_id required : {
display name: Container Id
type: string
}container_type required : {
display name: Container Type
type: string
}}
auth_key - string
An email address of a valid Zendesk user which must have an admin role.
>= 1 characters
auth_value - string
This value can be a user password, or an API token. If an API token is used, the Token Auth must be set to true.
base_url - string
A properly formatted v2 Zendesk API URL. Example: https://yourcompany.zendesk.com/api/v2
db - Connector DB
Type and properties for a ConnectorDB implementation to use with this datasource.
aliases - boolean
Keep track of original URI-s that resolved to the current URI. This negatively impacts performance and size of DB.
Default: false
inlinks - boolean
Keep track of incoming links. This negatively impacts performance and size of DB.
Default: false
inv_aliases - boolean
Keep track of target URI-s that the current URI resolves to. This negatively impacts performance and size of DB.
Default: false
type - string
Fully qualified class name of ConnectorDb implementation.
>= 1 characters
Default: com.lucidworks.connectors.db.impl.MapDbConnectorDb
enable_security_trimming - Enable Security Trimming
Enable indexing and query-time security-trimming of Zendesk articles. Zendesk tickets and ticket comments don't support security trimming, these will be public by default
index_article_attachments - boolean
If enabled, article attachments will be retrieved
Default: false
index_articles - boolean
If enabled, Help Center articles will be indexed using settings on Article Container section
Default: false
index_tickets - boolean
If enabled, tickets will be indexed
Default: true
initial_mapping - Initial field mapping
Provides mapping of fields before documents are sent to an index pipeline.
condition - string
Define a conditional script that must result in true or false. This can be used to determine if the stage should process or not.
label - string
A unique label for this stage.
<= 255 characters
mappings - array[object]
List of mapping rules
object attributes:{operation : {
display name: Operation
type: string
}source required : {
display name: Source Field
type: string
}target : {
display name: Target Field
type: string
}}
reservedFieldsMappingAllowed - boolean
Default: false
skip - boolean
Set to true to skip this stage.
Default: false
unmapped - Unmapped Fields
If fields do not match any of the field mapping rules, these rules will apply.
operation - string
The type of mapping to perform: move, copy, delete, add, set, or keep.
Default: copy
Allowed values: copymovedeletesetaddkeep
source - string
The name of the field to be mapped.
target - string
The name of the field to be mapped to.
organization_id - string
The ID of a Zendesk Organization. This optional setting will allow the Connector to skip records that don't have the same Organization ID.
page_size - integer
The number of items to be retrieved on each call. Maximum value is 100
>= 1
<= 100
exclusiveMinimum: false
exclusiveMaximum: false
Default: 100
proxy_password - string
Proxy server password.
proxy_url - string
HTTP(S) proxy server URL.
proxy_username - string
Proxy server username/login.
security_trimming_cache_timeout - integer
Security trimming cache timeout in seconds.
Default: 3600
use_token_auth - boolean
Used to determine how the authentication credentials will be formatted. If set to true, the auth_key value will be formatted according to the Zendesk token auth specifications (<email>/<token>).
Default: true
zendesk_account_plan - string
Zendesk applies plan-specific rate limits to API requests. Check https://developer.zendesk.com/rest_api/docs/core/introduction#rate-limits for more information.
Default: essential
Allowed values: essentialteamprofessionalenterprisehigh_volume