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Fusion 5.10
    Fusion 5.10

    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.

    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.

    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:

    • the Zendesk ticket itself

    • one document per comment

    • one document per comment attachment

    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.

    Prerequisites

    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:

    • Authentication Key. The username or email.

    • Authentication Value. The password or API token.

    • Token Auth. A flag to indicate whether the auth key/value should be treated as username/password or email/token

    • Base URL. The API URL to an instance of the Zendesk API

    • Organization ID. Set to restrict indexing to only tickets that belong to the Organization

    Description

    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:

    • the Zendesk ticket itself

    • one document per comment

    • one document per comment attachment

    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.

    Configuration Properties

    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.

    Connector to index Zendesk tickets, ticket attachments, and ticket comments.

    id - stringrequired

    Unique name for this datasource.

    >= 1 characters

    Match pattern: ^[a-zA-Z0-9_-]+$

    pipeline - stringrequired

    Name of an existing index pipeline for processing documents.

    >= 1 characters

    description - string

    Optional description for this datasource.

    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

    properties - Properties

    Datasource configuration properties

    db - Connector DB

    Type and properties for a ConnectorDB implementation to use with this datasource.

    type - string

    Fully qualified class name of ConnectorDb implementation.

    >= 1 characters

    Default: com.lucidworks.connectors.db.impl.MapDbConnectorDb

    inlinks - boolean

    Keep track of incoming links. This negatively impacts performance and size of DB.

    Default: false

    aliases - boolean

    Keep track of original URI-s that resolved to the current URI. 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

    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_type required : {
     display name: Container Type
     type: string
    }    container_id required : {
     display name: Container Id
     type: string
    }    }

    initial_mapping - Initial field mapping

    Provides mapping of fields before documents are sent to an index pipeline.

    skip - boolean

    Set to true to skip this stage.

    Default: false

    label - string

    A unique label for this stage.

    <= 255 characters

    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.

    reservedFieldsMappingAllowed - boolean

    Default: false

    retentionMappings - array[object]

    Define here which fields should be kept or deleted

    object attributes:{field required : {
     display name: Field
     type: string
    }    operation : {
     display name: Operation
     type: string
    }    }

    updateMappings - array[object]

    Define here values that should be added to or set on a field. When a value is added, any values previously on the field will be retained. When a value is set, any values previously on the field will be overridden.

    object attributes:{field required : {
     display name: Field
     type: string
    }    value required : {
     display name: Value
     type: string
    }    operation : {
     display name: Operation
     type: string
    }    }

    translationMappings - array[object]

    Define here fields that should be moved or copied to another field. When a field is moved, the values from the source field are moved over to the target field and the source field is removed. When a field is copied, the values from the source field are copied over to the target field and the source field is retained.

    object attributes:{source required : {
     display name: Source Field
     type: string
    }    target required : {
     display name: Target Field
     type: string
    }    operation : {
     display name: Operation
     type: string
    }    }

    unmappedRule - Unmapped Fields

    Define here how fields not mapped by the above rules should be handled. By default, any remaining fields will be kept on the document.

    keep - boolean

    Keep all unmapped fields

    Default: true

    delete - boolean

    Delete all unmapped fields

    Default: false

    fieldToMoveValuesTo - string

    Move all unmapped field values to this field

    fieldToCopyValuesTo - string

    Copy all unmapped field values to this field

    valueToAddToUnmappedFields - string

    Add this value to all unmapped fields

    valueToSetOnUnmappedFields - string

    Set this value on all unmapped fields

    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

    base_url - string

    A properly formatted v2 Zendesk API URL. Example: https://yourcompany.zendesk.com/api/v2

    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

    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.

    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.

    proxy_url - string

    HTTP(S) proxy server URL.

    proxy_username - string

    Proxy server username/login.

    proxy_password - string

    Proxy server password.

    index_tickets - boolean

    If enabled, tickets will be indexed

    Default: true

    index_articles - boolean

    If enabled, Help Center articles will be indexed using settings on Article Container section

    Default: false

    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

    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

    index_article_attachments - boolean

    If enabled, article attachments will be retrieved

    Default: false

    security_trimming_cache_timeout - integer

    Security trimming cache timeout in seconds.

    Default: 3600