Integration Summary

This integration is used to retrieve all available information from your Zendesk domain using the Zendesk REST API (GET method).

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API detailed description

Step-by-step integration process

Zendesk can be integrated with  in 4 easy steps:

• Step 1: Check the list of prerequisites
• Step 2: Start the process for creating the REST data source
• Step 3: Authenticate to Zendesk
• Step 4: Create a query string using Zendesk documentation

Step 1: Check the list of prerequisites

• This documentation assumes that you already have a Zendesk domain.
• You need an active Zendesk user account and you must be a verified user to make API requests.
• To use the Zendesk Personal API Key/Token Access Authentication (preferable to Basic Authentication), you must enable it in the Admin console of your Zendesk domain. You must generate or add at least one token. The token will be required in the data sources you create in an  app.
  See the procedure
  How to enable the Zendesk Personal API Key

  To find out more, see the Zendesk REST API Security and Authentication help page

  1. In the Zendesk Admin interface, select Admin > Channels > API. Then click Enabled in the Token Access settings.

  2. Click [ ADD NEW TOKEN ]. Enter a label and click [ CREATE ].

  3. Click [ SAVE ].

  

• There are three types of Zendesk users: end-users (your customers), agents, and administrators.
• You must be an administrator to be able to access the Zendesk Admin interface and view, add, or delete tokens.
• Only administrators can make API requests successfully with Zendesk Personal API Key/Token Access Authentication.

Step 2: Start the process for creating the REST data source

    For details about the creation, see the wiki page REST data source

• Click  in the Objects pane. 
• Open the Online category and select the REST data source .
• Name the data source.
             Zendesk_List of Open Tickets

Step 3: Authenticate to Zendesk

Authenticate to Zendesk with the Zendesk Personal API Key/Token Access Authentication

• Select the type of authentication: Authentication Type = Basic.
• Click  next to the Basic Authentication Parameters field. 
• Enter the User Name using the following format: firstname.lastname@company.com/token. Enter the Password.
           
  • The user name is the Zendesk account/login you want to use for this data source. Remember to enter the text, /token, after your account name.
  • The password is the token you obtained by selecting Admin > Channels > API.
  • Once you validate, the *** symbols will appear in the field.

Step 4: Create a query string using Zendesk documentation

         See the Zendesk API documentation
         See Examples of use cases

• Create a query string as a data source, i.e. a resource to access, in the URL field.

Note: Zendesk tickets include the following sub-types: Question, Incident, Problem, Task

Best Practice

         See Best Practice for the REST data source

• By default, most Zendesk list endpoints return a maximum of 100 records per page. Therefore, to keep the number of records as low as possible, we recommend that you define as many parameters as possible. These parameters can include the status (authorized values: new, open, pending, hold, solved or closed), type (authorized values: problem, incident, question or tasks), due_at (for tasks), etc.
• You must not share the Personal API Key/Token Access Authentication. You must keep this token and all information on credentials secure.

Samples of most relevant use cases and resources

Note: Replace {subdomain} in the URI with your subdomain name provided by Zendesk.

Method: GET

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