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Zendesk Source

Source Info

The Zendesk Source is an Object Cloud source. This means that it sends information (traits) about a thing that exists and persists over time, such as a person or company, and which can be updated over time. Data from this source can only be exported directly to a warehouse, but it can then be used for further analysis. Learn more about cloud sources.

Zendesk is a customer support platform that helps businesses manage and respond to customer requests across channels.

Getting started

Go to Connections > Sources and click Add Source in the Segment app.
Search for Zendesk in the Sources Catalog and click Add Source.
Give the source a name and add any labels to help you organize and filter your sources. You can give the source any name, but Segment recommends a name that reflects the source itself, as this name auto-populates the schema name. For example, the source name Zendesk creates the schema zendesk.

You can add multiple instances if you have multiple Zendesk accounts.

Enter the subdomain you use to access your Zendesk portal (for example segment for segment.zendesk.com)

If you enter segment.zendesk.com as a subdomain instead of just segment, Segment tries to access the host segment.zendesk.com.zendesk.com and you will get a credentials error.

Click Authorize to start Zendesk's OAuth process. Sign in and grant permissions.

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Success!

Segment uses Zendesk's Incremental Export API , which requires Admin access. Make sure the user has Admin authorizations.

Rate limits

The Zendesk source uses both Zendesk's Core API and Incremental Exports API.

The source's requests to the Incremental API don't count towards your Zendesk account's rate limits, but requests to the Core API do. By default, Segment caps requests to Zendesk's Core API to a rate of 200 requests per minute to avoid triggering Zendesk's Rate Limits.

If you'd like to increase or decrease the request rate for your source, reach out to Segment support.

How Zendesk data syncs

The Zendesk source syncs data from the Zendesk API to Segment every three hours. During each sync, Segment requests the latest data for all supported objects and properties listed in the Collections table.

In the initial sync, Segment imports all available Zendesk data. Segment writes the data into a schema corresponding to your source name (for example, zendesk_prod.users).

Segment uses an upsert process so the data in your warehouse always reflects the latest state in Zendesk. For example, if a ticket's status changes from open to closed between syncs, the next sync updates that record.

Source syncs and warehouse syncs are independent. The source syncs pull data into Segment, and the warehouse syncs push that data to your warehouse based on your plan's schedule.

Segment doesn't support filtering objects or properties during sync for the Zendesk source. To request this feature, contact Segment Support.

Collections

The following collections show the Zendesk objects Segment syncs into your warehouse. Each collection includes standard properties from Zendesk and any custom fields defined in your account.

Collection	Type	Description
users	object	Zendesk has three user types: end users (customers), agents, and administrators. End users request support through tickets. Agents work to resolve tickets and can belong to multiple groups. Administrators have full agent permissions plus configuration access.
groups	object	Groups organize agents and define ticket assignment workflows. A ticket must always be assigned to a group, even if it's also assigned to a specific agent.
tickets	object	Tickets let end users communicate with agents. Segment pulls tickets created or updated within the last year by default. To load older data, contact Segment Support.
ticket_fields	object	Custom fields added to the ticket form.
activities	object	Per-agent activity stream showing recent ticket-related events.
attachments	object	Files attached to tickets or forum posts in Zendesk.
organizations	object	Groups of end users (customers) segmented for support management.
ticket_events	events	Stream of ticket updates showing all field changes per event. Segment pulls one year of ticket events by default. To load older data, contact Segment Support.
ticket_metrics	object	Aggregate performance metrics for tickets, such as reply and resolution times.
satisfaction_ratings	object	Customer satisfaction ratings submitted for resolved tickets.
ticket_comments	object	Ticket comments exchanged between requesters, collaborators, and agents, including both public and private comments. This collection isn't included by default but can be turned on by contacting Segment Support.
ticket_forms	object	Ticket forms define subsets of fields shown to agents and end users. This collection requires a Zendesk Enterprise account.
ticket_skips	object	Records of tickets skipped by agents. Segment fully syncs all available records during each sync run.
organization_memberships	object	Links users to organizations. Organizations can have many users, and users can belong to multiple organizations if supported. Segment fully syncs all available records during each sync run.
group_memberships	object	Links agents to groups. Groups can have many agents, and agents can belong to multiple groups. Segment fully syncs all available records during each sync run.
audit_logs	object	Records account-level configuration and user actions. This collection isn't included by default but can be turned on by contacting Segment Support.

In your warehouse, each collection is stored in its own table. The tables that follow list the standard properties Segment automatically fetches for each collection.

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Standard properties only

These tables include only standard Zendesk properties. Your custom fields will also appear in your warehouse after sync.

groups

This collection contains information about Zendesk groups.

Property	Description
`id`	Automatically assigned when a group is created.
`url`	The API URL of the group.
`deleted`	Indicates whether the group has been deleted.
`name`	The name of the group.
`created_at`	The date and time the group was created.
`updated_at`	The date and time the group was last updated.
`received_at`	Timestamp added when data reaches the Segment API.

users

This collection contains information about Zendesk users.

Property	Description
`id`	Automatically assigned when a user is created.
`url`	Segment sets this field to the Zendesk `id`, not the original Zendesk `url`.
`name`	The user's full name.
`email`	The user's primary email address.
`time_zone`	The user's time zone.
`phone`	The user's primary phone number.
`locale_id`	The language identifier for the user.
`locale`	The user's locale.
`organization_id`	The ID of the organization the user belongs to.
`role`	The user's role. Possible values: `end-user`, `agent`, `admin`.
`verified`	Indicates whether the user's primary identity is verified.
`external_id`	A unique identifier from another system. Treated as case-insensitive (for example, `ian1` and `Ian1` refer to the same user).
`alias`	An alias displayed to end users.
`active`	Set to `false` if the user has been deleted.
`shared`	Indicates whether the user is a shared agent from another Zendesk instance (ticket sharing accounts only).
`last_login_at`	The date and time of the user's last login.
`two_factor_auth_enabled`	Indicates whether two-factor authentication is turned on.
`signature`	The user's signature (agents and admins only).
`details`	Additional details about the user, such as an address.
`notes`	Notes stored about the user.
`custom_role_id`	The custom role ID if the user is an agent on the Enterprise plan.
`moderator`	Indicates whether the user has forum moderation permissions.
`ticket_restriction`	Specifies which tickets the user can access. Possible values: `organization`, `groups`, `assigned`, `requested`, or `null`.
`only_private_comments`	Set to `true` if the user can only create private comments.
`restricted_agent`	Indicates whether the agent has restrictions. `false` for admins and unrestricted agents, `true` for restricted agents.
`suspended`	Indicates whether the agent is suspended. Tickets from suspended users are also suspended.
`chat_only`	Indicates whether the user is a chat-only agent.
`updated_at`	The date and time the user was last updated.
`received_at`	Timestamp added when data reaches the Segment API.

tickets

This collection contains information about Zendesk tickets.

Property	Description
`id`	Automatically assigned when a ticket is created.
`url`	The API URL of the ticket.
`external_id`	A custom ID you can use to link Zendesk tickets to local records.
`type`	The type of ticket. Possible values: `problem`, `incident`, `question`, `task`.
`subject`	The subject line of the ticket.
`raw_subject`	The dynamic content placeholder if present, otherwise the `subject` value.
`description`	The first comment on the ticket.
`priority`	The ticket's urgency level. Possible values: `urgent`, `high`, `normal`, `low`.
`status`	The current ticket status. Possible values: `new`, `open`, `pending`, `hold`, `solved`, `closed`.
`recipient`	The original recipient email address for the ticket.
`requester_id`	The ID of the user who requested the ticket.
`submitter_id`	The ID of the user who submitted the ticket. The submitter is always the author of the first comment.
`assignee_id`	The ID of the agent currently assigned to the ticket.
`organization_id`	The ID of the requester's organization. Must be associated with the requester.
`group_id`	The ID of the group the ticket is assigned to.
`collaborator_ids`	The IDs of users currently CC'd on the ticket.
`forum_topic_id`	The ID of the forum topic the ticket originated from, if any.
`problem_id`	For tickets of type `incident`, the ID of the related problem ticket.
`has_incidents`	Indicates whether the ticket has been marked as a problem.
`due_at`	The due date for task-type tickets (ISO 8601 format).
`tags`	The tags applied to the ticket.
`sharing_agreement_ids`	The IDs of sharing agreements linked to the ticket.
`ticket_form_id`	The ID of the ticket form used to render the ticket.
`created_at`	The date and time the ticket was created.
`updated_at`	The date and time the ticket was last updated.
`received_at`	Timestamp added when data reaches the Segment API.

ticket_fields

This collection contains information about Zendesk ticket fields.

Property	Description
`id`	Automatically assigned when the ticket field is created.
`url`	The API URL of the ticket field.
`type`	The type of field. Possible values: `checkbox`, `date`, `decimal`, `integer`, `regexp`, `tagger`, `text`, `textarea`. This property can't be edited after creation.
`slug`	The title of the field, with words separated by underscores.
`title`	The title of the ticket field.
`raw_title`	The dynamic content placeholder if present, otherwise the `title` value.
`description`	The purpose of the ticket field as shown to users.
`raw_description`	The dynamic content placeholder if present, otherwise the `description` value.
`position`	Determines the field's order on the ticket. Positions 0–7 are reserved for system fields.
`active`	Indicates whether the field is active.
`required`	Indicates whether agents must provide a value when updating the field.
`collapsed_for_agents`	Indicates whether the field is shown or hidden by default in the classic interface.
`regexp_for_validation`	Validation pattern for regular expression fields.
`title_in_portal`	The field title as shown to end users.
`raw_title_in_portal`	The dynamic content placeholder if present, otherwise the `title_in_portal` value.
`visible_in_portal`	Indicates whether the field is visible to end users.
`editable_in_portal`	Indicates whether the field is editable by end users.
`required_in_portal`	Indicates whether end users must provide a value when updating the field.
`tag`	The tag value applied when a checkbox field is checked.
`removable`	Indicates whether the field can be removed (system fields can't be removed).
`created_at`	The date and time the ticket field was created.
`updated_at`	The date and time the ticket field was last updated.
`received_at`	Timestamp added when data reaches the Segment API.

ticket_metrics

This collection contains performance and timing metrics for Zendesk tickets.

Property	Description
`id`	Automatically assigned when the record is created.
`ticket_id`	The ID of the associated ticket.
`group_stations`	The number of groups the ticket passed through.
`assignee_stations`	The number of assignees the ticket has had.
`reopens`	The total number of times the ticket was reopened.
`replies`	The total number of replies to the ticket.
`reply_time_in_minutes_calendar`	Minutes to the first reply outside business hours.
`reply_time_in_minutes_business`	Minutes to the first reply during business hours.
`first_resolution_time_in_minutes_calendar`	Minutes to the first resolution outside business hours.
`first_resolution_time_in_minutes_business`	Minutes to the first resolution during business hours.
`full_resolution_time_in_minutes_calendar`	Minutes to full resolution outside business hours.
`full_resolution_time_in_minutes_business`	Minutes to full resolution during business hours.
`agent_wait_time_in_minutes_calendar`	Minutes the agent spent waiting outside business hours.
`agent_wait_time_in_minutes_business`	Minutes the agent spent waiting during business hours.
`requester_wait_time_in_minutes_calendar`	Minutes the requester spent waiting outside business hours.
`requester_wait_time_in_minutes_business`	Minutes the requester spent waiting during business hours.
`on_hold_time_in_minutes_calendar`	Minutes the ticket was on hold outside business hours.
`on_hold_time_in_minutes_business`	Minutes the ticket was on hold during business hours.
`created_at`	The date and time the record was created.
`updated_at`	The date and time the record was last updated.
`assignee_updated_at`	The date and time the assignee last updated the ticket.
`requester_updated_at`	The date and time the requester last updated the ticket.
`status_updated_at`	The date and time the ticket status was last updated.
`initially_assigned_at`	The date and time the ticket was first assigned.
`assigned_at`	The date and time the ticket was most recently assigned.
`latest_comment_added_at`	The date and time the latest comment was added.
`received_at`	Timestamp added when data reaches the Segment API.

ticket_events

This collection contains details about individual updates or changes to Zendesk tickets.

Property	Description
`id`	Automatically assigned when the record is created.
`ticket_event_id`	Automatically assigned when the ticket is updated.
`ticket_id`	The ID of the associated ticket.
`timestamp`	The date and time the ticket was updated.
`updater_id`	The ID of the user who made the update.
`ticket_event_via`	The channel or method used to create the event.
`context_client`	The client used to submit the ticket change (for example, browser name and version).
`context_location`	The location name, if available (for example, country or city).
`context_latitude`	The latitude of the location where the change occurred.
`context_longitude`	The longitude of the location where the change occurred.
`via`	The method used to create the event.

activities

This collection contains information about actions or updates related to Zendesk tickets.

Property	Description
`id`	Automatically assigned when the activity is created.
`url`	The API URL of the activity.
`verb`	The type of activity. Possible values: `tickets.assignment`, `tickets.comment`, `tickets.priority_increase`.
`title`	A short description of the activity.
`created_at`	The date and time the activity was created.
`updated_at`	The date and time the activity was last updated.

attachments

This collection contains information about files attached to Zendesk tickets.

Property	Description
`id`	Automatically assigned when the attachment is created.
`file_name`	The name of the attached file.
`content_url`	The full URL where the attachment file can be downloaded.
`content_type`	The MIME type of the attachment (for example, `image/png`).
`inline`	Indicates whether the attachment is inline. Inline attachments are excluded from the attachment list but can be referenced within a ticket comment. Default is `false`.
`size`	The file size in bytes.
`received_at`	Timestamp added when data reaches the Segment API.

organizations

This collection contains information about organizations in Zendesk.

Property	Description
`id`	Automatically assigned when the organization is created.
`external_id`	A unique external ID that links the organization to an external record.
`url`	The API URL of the organization.
`name`	The unique name of the organization.
`details`	Additional details about the organization, such as its address.
`notes`	Notes or comments about the organization.
`group_id`	The group that new tickets from users in this organization are automatically assigned to.
`shared_tickets`	Indicates whether end users in the organization can view each other's tickets.
`shared_comments`	Indicates whether end users in the organization can view each other's ticket comments.
`created_at`	The date and time the organization was created.
`updated_at`	The date and time the organization was last updated.
`received_at`	Timestamp added when data reaches the Segment API.

ticket_comments

This collection contains comments and related metadata for Zendesk tickets.

Property	Description
`id`	Automatically assigned when the comment is created.
`ticket_event_id`	Automatically assigned when the comment is created.
`ticket_id`	The ID of the ticket the comment belongs to.
`type`	The comment type. Possible values: `Comment` or `VoiceComment`. JSON objects for voice comments differ in structure.
`body`	The text of the comment.
`public`	Indicates whether the comment is public (`true`) or internal (`false`). The initial value set on ticket creation persists unless changed.
`author_id`	The ID of the comment author.
`via`	How the comment was created.
`created_at`	The date and time the comment was created.
`received_at`	Timestamp added when data reaches the Segment API.

ticket_forms

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Zendesk Enterprise required

The ticket_forms collection syncs only for Zendesk Enterprise accounts. See Zendesk's Ticket Forms API documentation for details.

This collection contains information about ticket forms in Zendesk.

Property	Description
`id`	The ID of the ticket form.
`active`	Indicates whether the form is active.
`end_user_visible`	Indicates whether the form is visible to end users.
`name`	The name of the form.
`restricted_brand_ids`	The IDs of brands that the ticket form is restricted to.
`ticket_field_ids`	The IDs of ticket fields included in this form.
`updated_at`	The date and time the ticket form was last updated.
`url`	The API URL of the ticket form.
`created_at`	The date and time the ticket form was created.
`display_name`	The form name shown to end users.
`in_all_brands`	Indicates whether the form is available for all brands in the account.
`position`	The form's position among other forms in the account (for example, dropdown order).
`raw_display_name`	The dynamic content placeholder, if available, or the `display_name` value if not.
`raw_name`	The dynamic content placeholder, if available, or the `name` value if not.
`default`	Indicates whether this form is the default form for the account.

ticket_skips

This collection contains information about Zendesk tickets that agents have skipped.

Property	Description
`id`	The ID of the ticket skip record.
`ticket_id`	The ID of the skipped ticket.
`user_id`	The ID of the agent who skipped the ticket.
`reason`	The reason the ticket was skipped.
`created_at`	The date and time the record was created.
`updated_at`	The date and time the record was last updated.

satisfaction_ratings

This collection contains information about customer satisfaction ratings for Zendesk tickets.

Property	Description
`id`	Automatically assigned when the satisfaction rating is created.
`url`	The API URL of the satisfaction rating.
`assignee_id`	The ID of the agent assigned to the ticket when the rating was submitted.
`group_id`	The ID of the group assigned to the ticket when the rating was submitted.
`requester_id`	The ID of the user who submitted the rating.
`ticket_id`	The ID of the ticket being rated.
`score`	The rating value. Possible values: `offered`, `unoffered`, `good`, or `bad`.
`created_at`	The date and time the rating was created.
`updated_at`	The date and time the rating was last updated.
`received_at`	Timestamp added when data reaches the Segment API.

organization_memberships

This collection contains information about relationships between users and organizations in Zendesk.

Property	Description
`id`	The ID of the organization membership.
`url`	The API URL of the membership.
`user_id`	The ID of the user in the membership.
`organization_id`	The ID of the organization associated with the user.
`created_at`	The date and time the record was created.
`updated_at`	The date and time the record was last updated.
`organization_name`	The name of the organization associated with the user.

group_memberships

This collection contains information about agents and their group assignments in Zendesk.

Property	Description
`id`	The ID of the group membership.
`url`	The API URL of the group membership.
`created_at`	The date and time the membership was created.
`group_id`	The ID of the group.
`updated_at`	The date and time the membership was last updated.
`user_id`	The ID of the agent in the membership.

audit_logs

This collection contains records of account-level actions and configuration changes in Zendesk.

Property	Description
`id`	The ID of the audit log.
`url`	The API URL of the audit log.
`created_at`	The date and time the audit record was created.
`actor_id`	The ID of the user who performed the action.
`source_id`	The ID of the item being audited.
`source_type`	The type of item being audited.
`source_label`	The name of the item being audited.
`action`	The action performed. Possible values: `login`, `create`, `update`, `destroy`.
`change_description`	A short description of the change that occurred.
`ip_address`	The IP address of the user who performed the action.
`action_label`	The localized string for the `action` field.