Create a connection to Zendesk by navigating to the Connections page in the Sync App application and selecting the corresponding icon in the Add Connections panel. If the Zendesk icon is not available, click the Add More icon to download and install the Zendesk connector from the CData site.

Required properties are listed under the Settings tab. The Advanced tab lists connection properties that are not typically required.

Connecting to Zendesk

To connect, set the URL and provide authentication. The URL is your Zendesk Support URL: https://{subdomain}.zendesk.com.

Authenticating to Zendesk

Zendesk uses Basic authentication or the OAuth 2 authentication standard.

To authenticate to Zendesk, you can use either Basic authentication or the OAuth standard. Use Basic to connect to your own data. Use OAuth to allow other users to connect to their data.

Basic

To use Basic authentication, specify your email address and password or your email address and an API token. Set User to your email address and follow the steps below to provide the Password or ApiToken.

1. Enable password access in the Zendesk Support admin interface at Admin > Channels > API. Set AuthScheme to Basic while using APIToken Authentication.
2. Manage API tokens in the Zendesk Support Admin interface at Admin > Channels > API. More than one token can be active at the same time. Deleting a token deactivates it permanently.

OAuth

OAuth requires the authenticating user to interact with Zendesk using the browser. Set AuthScheme to OAuth while using OAuth Authentication. See Using OAuth Authentication for an authentication guide.

NOTE: By using UseIncrementalAPI property we can get the archived data for TicketMetrics table.

Customizing the SSL Configuration

By default, the Sync App attempts to negotiate SSL/TLS by checking the server's certificate against the system's trusted certificate store. To specify another certificate, see the SSLServerCert property for the available formats to do so.

Connecting Through a Firewall or Proxy

HTTP Proxies

To connect through the Windows system proxy, you do not need to set any additional connection properties. To connect to other proxies, set ProxyAutoDetect to false.

In addition, to authenticate to an HTTP proxy, set ProxyAuthScheme, ProxyUser, and ProxyPassword, in addition to ProxyServer and ProxyPort.

Other Proxies

Set the following properties:

• To use a proxy-based firewall, set FirewallType, FirewallServer, and FirewallPort.
• To tunnel the connection, set FirewallType to TUNNEL.
• To authenticate, specify FirewallUser and FirewallPassword.
• To authenticate to a SOCKS proxy, additionally set FirewallType to SOCKS5.

This section details a selection of advanced features of the Zendesk Sync App.

User Defined Views

The Sync App allows you to define virtual tables, called user defined views, whose contents are decided by a pre-configured query. These views are useful when you cannot directly control queries being issued to the drivers. See User Defined Views for an overview of creating and configuring custom views.

SSL Configuration

Use SSL Configuration to adjust how Sync App handles TLS/SSL certificate negotiations. You can choose from various certificate formats; see the SSLServerCert property under "Connection String Options" for more information.

Firewall and Proxy

Configure the Sync App for compliance with Firewall and Proxy, including Windows proxies and HTTP proxies. You can also set up tunnel connections.

Query Processing

The Sync App offloads as much of the SELECT statement processing as possible to Zendesk and then processes the rest of the query in memory (client-side).

See Query Processing for more information.

Logging

See Logging for an overview of configuration settings that can be used to refine CData logging. For basic logging, you only need to set two connection properties, but there are numerous features that support more refined logging, where you can select subsets of information to be logged using the LogModules connection property.

Customizing the SSL Configuration

By default, the Sync App attempts to negotiate SSL/TLS by checking the server's certificate against the system's trusted certificate store.

To specify another certificate, see the SSLServerCert property for the available formats to do so.

Connecting Through a Firewall or Proxy

HTTP Proxies

To connect through the Windows system proxy, you do not need to set any additional connection properties. To connect to other proxies, set ProxyAutoDetect to false.

In addition, to authenticate to an HTTP proxy, set ProxyAuthScheme, ProxyUser, and ProxyPassword, in addition to ProxyServer and ProxyPort.

Other Proxies

Set the following properties:

• To use a proxy-based firewall, set FirewallType, FirewallServer, and FirewallPort.
• To tunnel the connection, set FirewallType to TUNNEL.
• To authenticate, specify FirewallUser and FirewallPassword.
• To authenticate to a SOCKS proxy, additionally set FirewallType to SOCKS5.

The CData Sync App models entities in the Zendesk API as tables, views, and stored procedures. The Tickets schema dynamically reflects changes in custom fields. Other entities are defined in schema files, which are simple, text-based configuration files.

Using Query Processing

The Sync App offloads as much of the SELECT statement processing as possible to the Zendesk APIs and then processes the rest of the query within the Sync App. The following sections document API limitations and requirements. See SupportEnhancedSQL for more information on how the Sync App circumvents API limitations with in-memory client-side processing.

Stored Procedures

Stored Procedures are function-like interfaces to the data source. They can be used to search, update, and modify information in the data source.

The Sync App models the data in Zendesk into a list of tables that can be queried using standard SQL statements.

Generally, querying Zendesk tables is the same as querying a table in a relational database. Sometimes there are special cases, for example, including a certain column in the WHERE clause might be required to get data for certain columns in the table. This is typically needed for situations where a separate request must be made for each row to get certain columns. These types of situations are clearly documented at the top of the table page linked below.

Zendesk Connector for CData Sync Tables

Name	Description
AccountSettings	Query and update Account Settings in Zendesk.
Automations	Create, update, delete, and query Automations in Zendesk.
Brands	Create, delete, update, and query Brands in Zendesk.
CustomObjects	Create, delete, update, and query Custom Objects in Zendesk.
GroupMemberships	Create, delete, and query Group Memberships in Zendesk.
Groups	Create, update, delete, and query Groups in Zendesk.
Holidays	Create, update, delete, and query Schedules in Zendesk.
JiraLinks	View and create links between your Jira and Zendesk instances.
Macros	Create, update, delete, and query Macros in Zendesk.
OrganizationFields	Create, update, delete, and query Organization Fields in Zendesk.
OrganizationMemberships	Create, delete, and query Organization Memberships in Zendesk.
Organizations	Create, delete, update, and query Organizations in Zendesk.
OrganizationSubscriptions	Create, delete, and query Organization Subscriptions in Zendesk.
PostComments	Query, Insert, Update and Delete PostComments in Zendesk.
Posts	Query, Insert, Update and Delete Posts in Zendesk.
SatisfactionRatings	Create and query Requests in Zendesk.
Schedules	Create, update, delete and query Schedules in Zendesk.
Sessions	Query and delete Sessions in Zendesk.
SharingAgreements	Create, update, delete, and query SharingAgreements in Zendesk.
SupportAddresses	Create, update, delete, and query Support Addresses in Zendesk.
SuspendedTickets	Query and delete Suspended Tickets in Zendesk.
TicketFields	Create, update, delete, and query TicketFields in Zendesk.
TicketForms	Create, update, delete, and query Ticket Forms in Zendesk.
Tickets	Create, update, delete, and query Tickets.
Topics	Query, Insert, Update and Delete Topics in Zendesk.
Triggers	Create, update, delete, and query Triggers in Zendesk.
UserFields	Create, update, delete, and query User Fields.
UserIdentities	Create, update, delete, and query User Identities.
Users	Create, update, delete, and query Users in Zendesk.
Views	Query and delete Views in Zendesk.

Query and update Account Settings in Zendesk.

Table Specific Information

Select

The Sync App executes all filters on this table client side.

Update

All fields that are not readonly (readonly="false" in the table) can be updated. Allowed for admins. For example:

UPDATE AccountSettings set ActiveFeaturesCustomerSatisfaction=true

Columns

Name	Type	ReadOnly	References	Description
BrandingHeaderColor	String	False		HEX of the header color.
BrandingPageBackgroundColor	String	True		HEX of the page background color.
BrandingTabBackgroundColor	String	True		HEX of tab background color.
BrandingTextColor	String	True		HEX of the text color, usually matched to contrast well with header_color.
BrandingHeaderLogoUrl	String	True		The URL for the custom header logo.
BrandingFaviconUrl	String	True		The URL for the custom favicon.
AppsUse	Boolean	True		The account can use apps.
AppsCreatePrivate	Boolean	True		The account can create private apps.
TicketsCommentsPublicByDefault	Boolean	True		Comments from agents are public by default.
TicketsIsFirstCommentPrivateEnabled	Boolean	True		Allow first comment on tickets to be private.
TicketsListNewestCommentsFirst	Boolean	True		When viewing a ticket, show the newest comments and events first.
TicketsCollaboration	Boolean	True		CCs may be added to a ticket.
TicketsPrivateAttachments	Boolean	True		Users must login to access attachments.
TicketsEmailAttachments	Boolean	True		Attachments should be sent as real attachments when under the size limit.
TicketsAgentCollision	Boolean	True		Clients should provide an indicator when a ticket is being viewed by another agent.
TicketsMaximumPersonalViewsToList	Integer	True		Maximum number of personal Views clients should display in menus.
TicketsTagging	Boolean	True		Tickets may be tagged.
TicketsMarkdownTicketComments	Boolean	True		Whether agent comments should be processed with Markdown.
TicketsEmojiAutocompletion	Boolean	True		Whether agent comments should allow for Emoji rendering.
TicketsAgentTicketDeletion	Boolean	False		Whether agents can delete tickets.
ChatEnabled	Boolean	True		Chat is enabled.
ChatMaximumRequests	Integer	True		The maximum number of chat requests an agent may handle at one time.
ChatWelcomeMessage	String	True		The message automatically sent to end-users when they begin chatting with an agent.
TwitterShortenUrl	String	True		Possible values: always, optional, never.
GSuiteHasGoogleApps	Boolean	True		Whether has google apps.
GSuiteHasGoogleAppsAdmin	Boolean	False		Account has at least one G Suite admin.
VoiceEnabled	Boolean	True		Whether Voice is enabled.
VoiceMaintenance	Boolean	True		.
VoiceLogging	Boolean	True		.
VoiceOutboundEnabled	Boolean	True		.
VoiceAgentConfirmationWhenForwarding	Boolean	True		.
VoiceAgentWrapUpAfterCalls	Boolean	True		.
VoiceMaximumQueueSize	Integer	True		.
VoiceMaximumQueueWaitTime	Integer	True		.
VoiceOnlyDuringBusinessHours	Boolean	True		.
VoiceRecordingsPublic	Boolean	True		.
VocieUkMobileForwarding	Boolean	True		.
UsersTagging	Boolean	True		Users may be tagged.
UsersTimeZoneSelection	Boolean	True		Whether user can view time zone for profile.
UsersLanguageSelection	Boolean	True		Whether to display language drop down for a user.
UsersAgentCreatedWelcomeEmails	Boolean	True		Whether a user created by an agent receives a welcome email.
UsersEndUserPhoneNumberValidation	Boolean	False		Whether a user's phone number is validated.
GooddataAdvancedAnalytics_Enabled	Boolean	True		GoodData Advanced Analytics is enabled.
BrandsDefaultBrandId	Long	False		The id of the brand that is assigned to tickets by default.
BrandsRequireBrandOnNewTickets	Boolean	True		Require agents to select a brand before saving tickets.
StatisticsForum	Boolean	True		Allow users to view forum statistics.
StatisticsSearch	Boolean	True		Allow users to view search statistics.
BillingBackend	String	True		Backend Billing system either internal or zuora.
ActiveFeaturesOnHoldStatus	Boolean	True		Account can use status hold.
ActiveFeaturesUserTagging	Boolean	True		Enable user tags.
ActiveFeaturesTicketTagging	Boolean	True		Allow tagging tickets.
ActiveFeaturesTopicSuggestion	Boolean	True		Allow topic suggestions in tickets.
ActiveFeaturesVoice	Boolean	True		Voice support.
ActiveFeaturesFacebookLogin	Boolean	True		Facebook login.
ActiveFeaturesGoogleLogin	Boolean	True		Google login.
ActiveFeaturesTwitterLogin	Boolean	True		Twitter login.
ActiveFeaturesForumAnalytics	Boolean	True		Forum and search analytics.
ActiveFeaturesBusinessHours	Boolean	False		Business hours.
ActiveFeaturesAgentForwarding	Boolean	True		Agent forwarding.
ActiveFeaturesChat	Boolean	True		Chat.
ActiveFeaturesChatAboutMyTicket	Boolean	True		Chat about my ticket.
ActiveFeaturesCustomerSatisfaction	Boolean	False		Customer satisfaction.
ActiveFeaturesSatisfactionPrediction	Boolean	False		Satisfaction Prediction.
ActiveFeaturesCsatReasonCode	Boolean	True		Csat reason code.
ActiveFeaturesScreencasts	Boolean	True		.
ActiveFeaturesMarkdown	Boolean	True		Markdown in ticket comments.
ActiveFeaturesLanguageDetection	Boolean	True		Language detection.
ActiveFeaturesBccArchiving	Boolean	True		Account has a bcc_archive_address set.
ActiveFeaturesAllowCcs	Boolean	True		Allow ccs.
ActiveFeaturesAdvancedAnalytics	Boolean	True		Advanced analytics.
ActiveFeaturesInsights	Boolean	True		Insights.
ActiveFeaturesSandbox	Boolean	True		Account has a sandbox.
ActiveFeaturesSuspendedTicketNotification	Boolean	True		Suspended ticket notification.
ActiveFeaturesTwitter	Boolean	True		Account monitors at least one Twitter handle.
ActiveFeaturesFacebook	Boolean	True		Account is actively linked to at least one Facebook page.
ActiveFeaturesFeedbackTabs	Boolean	True		Feedback tab has been configured before.
ActiveFeaturesDynamicContents	Boolean	True		Account has at least one dynamic content.
ActiveFeaturesLightAgents	Boolean	True		Account has at least one light agent.
ActiveFeaturesTicketForms	Boolean	True		Ticket forms.
ActiveFeaturesUserOrgFields	Boolean	True		User org fields.
ActiveFeaturesIsAbusive	Boolean	True		Account exceeded trial limits.
ActiveFeaturesRichContentInEmails	Boolean	True		Account supports incoming HTML email.
ApiAcceptedApiAgreement	Boolean	False		Account has accepted the API agreement.
ApiPasswordAccess	Boolean	False		Allow the account to use the API with username/password.
ApiTokenAccess	Boolean	False		Allow the account to use the API with API tokens.
TicketFormsInstructions	String	False		.
RawTicketFormsInstructions	String	True		.
LotusPrefer	Boolean	True		Prefers the current version of Zendesk Support rather than Zendesk Classic.
RulesMacroMostUsed	Boolean	False		Display the most-used macros in the Apply macro list. Defaults to true.
RulesMacroOrder	String	False		Default macro display order. Possible values are alphabetical or position.
LimitsAttachmentSize	Integer	True		The maximum ticket attachment file size (in bytes).
MetricsAccountSize	String	True		An account size category computed from the number of billable agents.

Create, update, delete, and query Automations in Zendesk.

Table Specific Information

Select

The following queries are processed server side, while other filters are processed client side within the Sync App.

SELECT * FROM Automations WHERE Id = '123'

SELECT * FROM Automations Order By Position 

SELECT * FROM Automations Order By CreatedAt  

SELECT * FROM Automations Order By UpdatedAt

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Title, ConditionsAll, and Actions fields are required to insert. Allowed for agents.

INSERT INTO Automations(Title, ConditionsAll, Actions) VALUES('Roger Wilco II', '[{ \"field\": \"status\", \"operator\": \"is\",\"value\": \"open\" }, {\"field\": \"priority\", \"operator\": \"less_than\", \"value\": \"high\" }]', '[{\"field\": \"status\", \"value": \"solved\"}]')

Update

You must specify the Id of the automation to update. Title is required. Active and Position are optional. Updating an action updates the containing array, clearing the other actions. Include all your actions when updating any action. Allowed for agents.

UPDATE Automations SET Title='Roger Wilco III' WHERE Id = '123'

Delete

You must specify the Id of the automation to delete it. Allowed for agents.

DELETE FROM Automations WHERE Id = '123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when created.
Title	String	False		The title of the automation.
Active	Boolean	False		Whether the automation is active.
Position	Integer	False		The position of the automation.
ConditionsAll	String	False		An object that describes the conditions under which the automation will execute.
ConditionsAny	String	False		An object that describes the conditions under which the automation will execute.
Actions	String	False		An object describing what the automation will do.
CreatedAt	Datetime	True		The time the automation was created.
UpdatedAt	Datetime	True		The time of the last update of the automation.

Create, delete, update, and query Brands in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM Brands

SELECT * FROM Brands WHERE Id = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Name and Subdomain fields are required to insert. Allowed for admins.

INSERT INTO Brands (Name, Subdomain) VALUES ('Brand 1', 'brand1')

Update

You must specify the Id of the automation to update. Allowed for agents.

UPDATE Brands SET Name='Brand 2', Subdomain='brand2', HostMapping='brand2.com', Active=true  WHERE Id = '123'

Delete

You must specify the Id of the automation to delete it. Allowed for agents.

DELETE FROM Brands WHERE Id = '123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	False		Automatically assigned when the brand is created.
Name	String	False		The name of the brand.
CreatedAt	Datetime	False		The time the brand was created.
UpdatedAt	Datetime	False		The time of the last update of the brand.
BrandUrl	String	False		The url of the brand.
HasHelpCenter	Boolean	False		If the brand has a Help Center.
HelpCenterState	String	False		The state of the Help Center: enabled, disabled, or restricted.
Active	Boolean	False		If the brand is set as active.
Default	Boolean	False		Is the brand the default brand for this account.
LogoId	Long	False		The id of logo image for this brand.
LogoUrl	String	False		The url of logo image for this brand.
LogoFileName	String	False		The name of logo image for this brand.
LogoContentUrl	String	False		The content url of logo image for this brand.
LogoMappedContentUrl	String	False		The mapped content url of logo image for this brand.
LogoContentType	String	False		The content type of logo image for this brand.
LogoSize	Integer	False		The size of logo image for this brand.
TicketFormIds	String	False		The ids of ticket forms that are available for use by a brand.
HostMapping	String	False		The hostmapping to this brand, if any (only admins view this key).
Subdomain	String	False		The subdomain of the brand.
SignatureTemplate	String	False		The signature template for a brand.
Url	String	False		The API url of this brand.

Create, delete, update, and query Custom Objects in Zendesk.

Select

The CustomObjects table supports the ObjectName column in the WHERE clause. This table supports the following operator: '='. For example:

SELECT * FROM CustomObjects WHERE ObjectName = 'house'

Insert

You can insert any field into the CustomObjects table that is not read-only. To insert Properties details for a custom object, use the #Temp table to insert the fields of the property. The fields of the Property are present in the CustomObjectField view. For Example:

INSERT INTO CustomObjectField#Temp(FieldName, Type, Description, Required) VALUES ('NumOfRooms', 'integer', 'The number of rooms.', true)
INSERT INTO CustomObjectField#Temp(FieldName, Type, Description, Required) VALUES ('NumOfBaths', 'integer', 'The number of baths.', true)
INSERT INTO CustomObjectField#Temp(FieldName, Type, Description, Required) VALUES ('Balcony', 'boolean', 'Whether or not balcony is there.', true)
INSERT INTO CustomObjectField#Temp(FieldName, Type, Description) VALUES ('PropertyAge', 'string', 'Old or new construction.')
INSERT INTO CustomObjects (ObjectName, Properties) VALUES ('house', CustomObjectField#Temp)

Update

You can update only Properties column in the CustomObjects Table. To update the properties details for a custom object, Use the #Temp table to insert the fields of the property. The fields of the Property is present in CustomObjectField view.

INSERT INTO CustomObjectField#Temp(FieldName, Type, Description, Required) VALUES ('CarParking', 'string', 'Whether or not car parking is available', true)");
INSERT INTO CustomObjectField#Temp(FieldName, Required) VALUES ('balcony', false)");
UPDATE CustomObjects SET Properties = 'CustomObjectField#Temp' WHERE ObjectName = 'house'");

Delete

To delete a Custom Object, the ObjectName is required.

DELETE FROM CustomObjects WHERE ObjectName = 'house'

Columns

Name	Type	ReadOnly	References	Description
ObjectName [KEY]	String	False		A user-defined unique identifier. Writable on create only.
CreatedAt	Datetime	True		The time the object type was created.
UpdatedAt	Datetime	True		The time of the last update of the object type.
Version	String	False		The version of this schema.
Properties	String	False		A description of the object record, up to a maximum of 32 KB.

Create, delete, and query Group Memberships in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM GroupMemberships

SELECT * FROM GroupMemberships WHERE Id = '123'

SELECT * FROM GroupMemberships WHERE UserId = '123'

SELECT * FROM GroupMemberships WHERE GroupId = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The UserId and GroupId fields are required to insert (assigns an agent to a given group). Allowed for admins.

INSERT INTO GroupMemberships(UserId, GroupId) VALUES('72', '88')

Delete

You must specify the Id of the membership to delete it (immediately removes a user from a group and schedules a job to unassign all working tickets that are assigned to the given user and group combination). Allowed for admins.

DELETE FROM GroupMemberships WHERE Id='123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when the ticket is created.
UserId	Long	False	Users.Id	The id of an agent.
GroupId	Long	False	Groups.Id	The id of a group.
Default	Boolean	False		If true, tickets assigned directly to the agent will assume this membership's group.
CreatedAt	Datetime	True		The time the membership was created.
UpdatedAt	Datetime	True		The time of the last update of the membership.
Url	String	True		The API url of this record.

Create, update, delete, and query Groups in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM Groups

SELECT * FROM Groups WHERE Id = '123'

SELECT * FROM Groups WHERE UserId = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Name field is required to insert. Allowed for admins.

INSERT INTO Groups(Name) VALUES('My Group')

Update

You must specify the Id of the group to update it. All fields that are not readonly (readonly="false" in the table) are optional. Allowed for admins.

UPDATE Groups SET Name='Interesting Group' WHERE Id='123'

Delete

You must specify the Id of the group to delete it. Note that you cannot delete the default group of the account. Allowed for admins.

DELETE FROM Groups WHERE Id='123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when the ticket is created.
Name	String	False		The name of the group.
CreatedAt	Datetime	True		The time the group was created.
UpdatedAt	Datetime	True		The time of the last update of the group.
Deleted	Boolean	True		Deleted groups get marked as such.
Url	String	True		The API url of this group.

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name	Type	Description
UserId	Long	The user id used to query groups

Create, update, delete, and query Schedules in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM Holidays

SELECT * FROM Holidays WHERE ScheduleId = '123'

SELECT * FROM Holidays WHERE ScheduleId = '123' AND Id = '456'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The ScheduleId, Name, StartDate and EndDate fields are required to insert. Allowed for admins.

INSERT INTO Holidays (ScheduleId, Name, StartDate,EndDate) VALUES('360000022454','Christmas','2016-12-25', '2016-12-25')

Update

You must specify the ScheduleId and Id of the holiday to update.Allowed for admins.

UPDATE Holidays SET Name='Christmas', StartDate='2018-12-25',EndDate='2018-12-25'  WHERE ScheduleId='123' AND Id = '456'

Delete

You must specify the ScheduleId and Id of the holiday to delete it. Allowed for admins.

DELETE FROM Holidays WHERE ScheduleId='123' AND Id = '456'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned upon creation.
ScheduleId	Long	False	Schedules.Id	Id of the schedule the holiday belongs to.
Name	String	False		Name of the holiday.
StartDate	Date	False		Time when the holiday starts.
EndDate	Date	False		Time when the holiday ends.

View and create links between your Jira and Zendesk instances.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM JiraLinks
SELECT * FROM JiraLinks WHERE Id = 123
SELECT * FROM JiraLinks WHERE TicketId = 123
SELECT * FROM JiraLinks WHERE IssueId = 123

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Name and Subdomain fields are required to insert. Allowed for admins.

INSERT INTO JiraLinks (TicketId, IssueId, IssueKey) VALUES (1, 1,'TP-1')

Delete

You must specify the Id of the automation to delete it. Allowed for agents.

DELETE FROM JiraLinks WHERE Id = 123

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Integer	True		Automatically assigned when the link is created.
TicketId	Integer	False	Tickets.Id	The id of the Zendesk ticket.
IssueId	Integer	False		The id of the Jira issue.
IssueKey	String	False		The key for the Jira issue.
CreatedAt	Datetime	True		The time at which the link was created.
UpdatedAt	Datetime	True		The time at which the link was last updated.

Create, update, delete, and query Macros in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM Macros

SELECT * FROM Macros WHERE Id = '123'

SELECT * FROM Macros WHERE Active = true

SELECT * FROM Macros Order By CreatedAt

SELECT * FROM Macros Order By UpdateddAt

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Title and Actions fields are required to insert. Allowed for agents.

INSERT INTO Macros(Title, Actions) VALUES('Roger Wilco II', '[{\"field\": \"status\", \"value": \"solved\"}]')

Update

You must specify the Id of the macro to update. Updating an action updates the containing array, clearing the other actions. Include all your actions when updating any action.Allowed for agents.

UPDATE Macros SET Title='Roger Wilco III' WHERE Id = '123'

Delete

You must specify the Id of the macro to delete it. Allowed for agents.

DELETE FROM Macros WHERE Id = '123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	False		Automatically assigned when created.
Title	String	False		The title of the macro.
Actions	String	False		An object describing what the macro will do.
Active	Boolean	False		Useful for determining if the macro should be displayed.Only active macros if true, inactive macros if false.
Description	String	False		The description of the macro.
Position	Integer	False		The position of the macro.
Restrictions	String	False		Who may access this macro. Will be null when everyone in the account can access it.
CreatedAt	Datetime	False		The time the macro was created.
UpdatedAt	Datetime	False		The time of the last update of the macro.
Access	String	False		Only macros with given access. Possible values are personal, shared, or account.
Category	String	False		Only macros within given category.
GroupId	Long	False	Groups.Id	Only macros belonging to given group.
OnlyViewable	Boolean	False		Only macros that can be applied to tickets if true, All macros the current user can manage if false. Defaults to false.
Attachments	String	False		An array of macro attachment IDs to be associated with the macro, used in Insertion

Create, update, delete, and query Organization Fields in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM OrganizationFields

SELECT * FROM OrganizationFields WHERE Id = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Type, Title, and Key fields are required to insert. The types of custom fields that can be created are the following: text (default when no Type is specified), textarea, checkbox, date, integer, decimal, and regex (when Type is regex, RegexpForValidation is required too). Allowed for admins.

INSERT INTO OrganizationFields(Type, Title, Key) VALUES('text', 'Support description', 'support_description')

Update

You must specify the Id of the organization field to update. All fields that are not readonly (readonly="false" in the table) are optional. Allowed for admins.

UPDATE OrganizationFields SET Title='Updated title' WHERE Id='123'

Delete

You must specify the Id of the organizational field to delete it. Allowed for admins.

DELETE FROM OrganizationFields WHERE Id='123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned upon creation.
Key	String	False		A unique key that identifies this custom field. Required on create.This is used for updating the field and referencing in placeholders. After a field is created, you cannot change its key.
Type	String	False		Type of the custom field: checkbox, date, decimal, dropdown, integer, regexp, text, or textarea. After a field is created, you cannot change its type.
Title	String	False		The title of the custom field.
RawTitle	String	False		The dynamic content placeholder, if present, or the title value, if not.
Description	String	False		User-defined description of this field s purpose.
RawDescription	String	False		The dynamic content placeholder, if present, or the description value, if not.
Position	Integer	False		Ordering of the field relative to other fields.
Active	Boolean	False		If true, this field is available for use.
System	Boolean	True		If true, only active and position values of this field can be changed.
RegexpForValidation	String	False		Regular expression field only. The validation pattern for a field value to be deemed valid..
CreatedAt	Datetime	True		The time the ticket field was created.
UpdatedAt	Datetime	True		The time of the last update of the ticket field.
Tag	String	False		Optional for custom field of type checkbox; not presented otherwise.
CustomFieldOptions	String	False		Required and presented for a custom field of type dropdown.
Url	String	True		The URL for this resource.

Create, delete, and query Organization Memberships in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM OrganizationMemberships

SELECT * FROM OrganizationMemberships WHERE Id = '123'

SELECT * FROM OrganizationMemberships WHERE UserId = '123'

SELECT * FROM OrganizationMemberships WHERE OrganizationId = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The The UserId and OrganizationId fields are required to insert (assigns a user to a given organization). Allowed for agents.

INSERT INTO OrganizationMemberships(UserId, OrganizationId) VALUES('772', '881')

Delete

You must specify the Id of the membership to delete it. Allowed for admins.

DELETE FROM OrganizationMemberships WHERE Id='123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when the membership is created.
OrganizationId	Long	False	Organizations.Id	The ID of the organization associated with this user, in this membership.
UserId	Long	False	Users.Id	The ID of the user for whom this memberships belongs.
Default	Boolean	False		Denotes whether this is the default organization membership for the user. If false, returns null.
CreatedAt	Datetime	True		When this record was created.
UpdatedAt	Datetime	True		When this record last got updated.
Url	String	True		The url of this resource.

Create, delete, update, and query Organizations in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM Organizations

SELECT * FROM Organizations WHERE Id = '123'

SELECT * FROM Organizations WHERE Id IN ('123','456')

SELECT * FROM Organizations WHERE UserId = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Name field is required to insert. Allowed for admins. Note: You must provide a unique name for each organization. Normally the system does not allow records to be created with identical names. However, a race condition can occur if you make two or more identical POSTs very close to each other, causing the records to have identical organization names.

INSERT INTO Organizations(Name) VALUES('My Organization')

To create many organizations see the Batch Processing section for an example.

Update

You must specify the Id of the organization to update it. All fields that are not readonly (readonly="false" in the table) are optional. Allowed for admins.

UPDATE Organizations SET Notes='Something interesting' WHERE Id='123'

To make the same change to multiple organizations, use the following Sql statement:

UPDATE Organizations SET Notes='Something interesting' WHERE Id IN ('123','456')

To make different changes to multiple organizations, see Batch Processing for an example.

Delete

You must specify the Id of the organization to delete it. Allowed for admins.

DELETE FROM Organizations WHERE Id='123'

You can delete many organizations simultaneously by providing their ids:

DELETE FROM Organizations WHERE Id IN ('123','456')

You can also delete many organizations simultaneously by using Batch Processing.

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when the ticket is created.
Name	String	False		A unique name for the organization.
GroupId	Long	False	Groups.Id	New tickets from users in this organization are automatically put in this group.
ExternalId	Long	False		A unique external id to associate organizations to an external record.
CreatedAt	Datetime	True		The time the organization was created.
UpdatedAt	Datetime	True		The time of the last update of the organization.
DomainNames	String	False		An array of domain names associated with this organization.
Details	String	False		Any details obout the organization, such as the address.
Notes	String	False		Any notes you have about the organization.
SharedTickets	Boolean	False		End users in this organization are able to see tickets of each other.
SharedComments	Boolean	False		End users in this organization are able to see comments on tickets of each other.
Tags	String	False		The tags of the organization.
Url	String	True		The URL for this resource.

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name	Type	Description
UserId	Long	The user id used to query organizations

Create, delete, and query Organization Subscriptions in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM OrganizationSubscriptions

SELECT * FROM OrganizationSubscriptions WHERE Id = '123'

SELECT * FROM OrganizationSubscriptions WHERE UserId = '123'

SELECT * FROM OrganizationSubscriptions WHERE OrganizationId = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The UserId and OrganizationId fields are required to insert. End users can only subscribe to shared organizations in which they're members. Allowed for agents and end users.

INSERT INTO OrganizationSubscriptions(UserId, OrganizationId) VALUES('772', '881')

Delete

You must specify the Id of the subscription to delete it. Allowed for agents and end users.

DELETE FROM OrganizationSubscriptions WHERE Id='123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Organization subscription id.
OrganizationId	Long	False	Organizations.Id	.
UserId	Long	False		.
CreatedAt	Datetime	True		.
Url	String	True		The url of this resource.

Query, Insert, Update and Delete PostComments in Zendesk.

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when the comment is created.
Url	String	True		The API url of the comment.
HtmlUrl	String	True		The community url of the comment.
Body	String	False		The comment made by the author.
AuthorId	Long	True		The id of the author of the comment. *Writable on create by Help Center managers.
PostId	Long	True	Posts.Id	The id of the post on which the comment was made.
Official	Boolean	False		Whether the comment is marked as official.
VoteSum	Integer	True		The sum of upvotes (+1) and downvotes (-1), which may be positive or negative.
VoteCount	Integer	True		The total number of upvotes and downvotes.
CreatedAt	Datetime	True		The time the post was created.
UpdatedAt	Datetime	True		The time of the last update of the post.

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name	Type	Description
FilterBy	String	May be planned, not_planned, completed, answered or none.

Query, Insert, Update and Delete Posts in Zendesk.

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when the post is created.
Url	String	True		The API url of the post.
HtmlUrl	String	True		The community url of the post.
Title	String	False		The title of the post.
Details	String	False		The details of the post.
AuthorId	Integer	True		The id of the author of the post. *Writable on create by Help Center managers.
Pinned	Boolean	False		When true, pins the post to the top of its topic.
Featured	Boolean	False		Whether the post is featured.
Closed	Boolean	False		Whether further comments are allowed.
Status	String	False		The status of the post. Possible values:
VoteSum	Integer	True		The sum of upvotes (+1) and downvotes (-1), which may be positive or negative.
VoteCount	Integer	True		The total number of upvotes and downvotes.
CommentCount	Integer	True		The number of comments on the post.
FollowerCount	Integer	True		The number of followers of the post.
TopicId	Long	False	Topics.Id	The id of the topic that the post belongs to.
CreatedAt	Datetime	True		The time the post was created.
UpdatedAt	Datetime	True		The time of the last update of the post.

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name	Type	Description
FilterBy	String	May be planned, not_planned, completed, answered or none.

Create and query Requests in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM SatisfactionRatings

SELECT * FROM SatisfactionRatings WHERE Id = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The TicketId and Score fields are required to insert. Creates a CSAT rating for solved tickets, or for tickets that were previously solved and then reopened. Allowed for an end user who requested the ticket.

INSERT INTO SatisfactionRatings(TicketId, Score) VALUES('12', 'good')

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	False		Automatically assigned upon creation.
TicketId	Integer	False	Tickets.Id	The id of ticket being rated.
Score	String	False		The rating: offered, unoffered, good or bad. When used in a filter it takes one of values: offered, unoffered, received, received_with_comment, received_without_comment, good, good_with_comment, good_without_comment, bad, bad_with_comment, bad_without_comment.
Comment	String	False		The comment received with this rating, if available.
Reason	String	False		The reason for a bad rating given by the requester in a follow-up question. Satisfaction reasons must be enabled.
AssigneeId	Long	False	Users.Id	The id of agent assigned to at the time of rating.
GroupId	Long	False	Groups.Id	The id of group assigned to at the time of rating.
RequesterId	Long	False	Users.Id	The id of ticket requester submitting the rating.
CreatedAt	Datetime	False		The time the satisfaction rating got created.
UpdatedAt	Datetime	False		The time the satisfaction rating got updated.
Url	String	False		The API url of this rating.
StartTime	Datetime	False		Time of the oldest satisfaction rating
EndTime	Datetime	False		Time of the most recent satisfaction rating

Create, update, delete and query Schedules in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM Schedules

SELECT * FROM Schedules WHERE Id = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Name and TimeZone fields are required to insert. Allowed for admins.

INSERT INTO Schedules (Name,TimeZone) VALUES('test','Eastern Time (US & Canada)')

Update

You must specify the Id of the schedule to update. Allowed for admins.

UPDATE Schedules SET Name='EMEA', TimeZone='London' WHERE Id = '123'

You can update the intervals of a Schedule by issuing a separate Update statement.

UPDATE Schedules SET Intervals='[{\"start_time\": 3420, \"end_time\": 3900}]' WHERE Id = '123'

Delete

You must specify the Id of the macro to delete it. Allowed for agents.

DELETE FROM Schedules WHERE Id = '123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned upon creation.
Name	String	False		Name of the schedule.
TimeZone	String	False		Time zone of the schedule.
Intervals	String	False		Array of intervals for the schedule.
CreatedAt	Datetime	True		Time the schedule was created.
UpdatedAt	Datetime	True		Time the schedule was last updated.

Query and delete Sessions in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM Sessions

SELECT * FROM Sessions WHERE Userid = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Delete

You must specify the UserId and Id of the session to delete it. Allowed for admins, agents, end users.

DELETE FROM Sessions WHERE Userid = '123' AND Id = '456'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when the session is created.
UserId	Long	True	Users.Id	The id of the user.
AuthenticatedAt	Datetime	True		When the session was created.
LastSeenAt	Datetime	True		The last approximate time this session was seen. This does not update on every request.
Url	String	True		The API URL of this session.

Create, update, delete, and query SharingAgreements in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM SharingAgreements

SELECT * FROM SharingAgreements WHERE Id = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The RemoteSubdomain field is required to insert. Allowed for agents.

INSERT INTO SharingAgreements(RemoteSubdomain) VALUES('Foo')

Update

You must specify the Id of the SharingAgreement to update. Only Status is allowed to be updated. Allowed for agents.

UPDATE SharingAgreements SET Status='accepted' WHERE Id = '123'

Delete

You must specify the Id of the SharingAgreement to delete it. Allowed for agents.

DELETE FROM SharingAgreements WHERE Id = '123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned upon creation.
Name	String	True		Name of this sharing agreement.
Type	String	True		Can be one of the following: 'inbound', 'outbound'.
Status	String	False		Can be one of the following: 'accepted', 'declined', 'pending', 'inactive'.
PartnerName	String	True		Can be one of the following: 'jira', null.
RemoteSubdomain	String	False		Subdomain of the remote account or null if not associated with an account.
CreatedAt	Datetime	True		The time the record was created.

Create, update, delete, and query Support Addresses in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM SupportAddresses

SELECT * FROM SupportAddresses WHERE Id = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Email field is required to insert (only adding a Zendesk support address to your account is supported). To add a Zendesk address, use the following syntax: {local-part}@{accountname}.zendesk.com. Example: '[email protected]'. The local-part can be anything you like. Allowed for admins.

INSERT INTO SupportAddresses  (Email) VALUES ('[email protected]')

Update

You must specify the Id of the support address to update. Allowed for admins.

UPDATE SupportAddresses SET Name='Sales' WHERE Id = '123'

Delete

You must specify the Id of the support address to delete it. Allowed for admins.

DELETE FROM SupportAddresses WHERE Id = '123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when created.
Name	String	False		The name for the address.
Email	String	False		The email address (not updateable).
CreatedAt	Datetime	True		The time the brand was created.
UpdatedAt	Datetime	True		The time of the last update of the brand.
Default	Boolean	False		Whether the address is the account's default support address.
BrandId	Long	False	Brands.Id	The id of the brand.
ForwardingStatus	String	True		Possible values: unknown, waiting, verified, or failed.
SpfStatus	String	True		Possible values: unknown, verified, failed.

Query and delete Suspended Tickets in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM SuspendedTickets

SELECT * FROM SuspendedTickets WHERE Id = '123'

SELECT * FROM SuspendedTickets Order By AuthorEmail

SELECT * FROM SuspendedTickets Order By Cause

SELECT * FROM SuspendedTickets Order By Subject

SELECT * FROM SuspendedTickets Order By CreatedAt

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Delete

You must specify the Id of the suspended ticket to delete it. Allowed for unrestricted agents.

DELETE FROM SuspendedTickets WHERE Id='123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when the ticket is created.
TicketId	Integer	True	Tickets.Id	The ticket ID this suspended email is associated with, if available.
MessageId	String	True		The ID of the email, if available.
BrandId	Long	True	Brands.Id	The id of the brand this ticket is associated with - only applicable for enterprise accounts.
Recipient	String	True		The original recipient e-mail address of the ticket.
Subject	String	True		The value of the subject field for this ticket.
Content	String	True		The content that was flagged.
AuthorId	Long	True		The id of author.
AuthorName	String	True		The name of author.
AuthorEmail	String	True		The email of author.
Cause	String	True		Why the ticket was suspended.
CreatedAt	Datetime	True		When this record was created.
UpdatedAt	Datetime	True		When this record last got updated.
ViaChannel	String	True		.
ViaSourceFromId	Long	True		.
ViaSourceFromTitle	String	True		.
ViaSourceTo	String	True		.
ViaSourceRel	String	True		.
Url	String	True		The API url of this ticket.

Create, update, delete, and query TicketFields in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM TicketFields

SELECT * FROM TicketFields WHERE Id = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Type and Title fields are required to insert. Allowed for admins.

INSERT INTO TicketFields(Type, Title) VALUES('text', 'Age')

To insert a ticket field of type tagger (dropdown) or multiselect (dropdown), CustomFieldOptions is also required. Allowed for admins.

INSERT INTO TicketFields(Type, Title,CustomFieldOptions) VALUES('tagger', 'TestDropdown','[{\"name\": \"Apple Pie\", \"value\": \"apple\"}, {\"name\": \"Pecan Pie\", \"value\": \"pecan\"}]')

To insert a ticket field of type regexp, RegexpForValidation is also required. Allowed for admins.

INSERT INTO TicketFields(Type, Title,RegexpForValidation) VALUES('regexp', 'TestRegExp','\\b([0-9]{4})-(1[0-2]|0?[1-9])-(3[0-1]|[1-2][0-9]|0?[1-9])\\b')

Update

You must specify the Id of the ticket field to update. All fields that are not readonly (readonly="false" in the table) are optional. Allowed for admins.

UPDATE TicketFields SET Title='Your age' WHERE Id='123'

For a ticket field of type tagger (dropdown) or multiselect (dropdown), use the CustomFieldOptions column to update the options. For type regexp use RegexpForValidation to update the regular expression.

Delete

You must specify the Id of the ticket field to delete it. Allowed for admins.

DELETE FROM TicketFields WHERE Id='123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when the ticket is created.
Type	String	False		The type of the ticket field: checkbox, date, decimal, integer, regexp, tagger, text, or textarea. Type is not editable once created.
Title	String	False		The title of the ticket field.
RawTitle	String	False		The dynamic content placeholder, if present, or the 'title' value, if not.
Description	String	False		The description of the purpose of this ticket field, shown to users.
RawDescription	String	False		The dynamic content placeholder, if present, or the 'description' value, if not.
Position	Integer	False		A relative position for the ticket fields that determines the order of ticket fields on a ticket. Note that positions 0 to 7 are reserved for system fields.
Active	Boolean	False		Whether this field is available.
Required	Boolean	False		Whether this field is available.
CollapsedForAgents	Boolean	False		If this field should be shown to agents by default or be hidden alongside infrequently used fields. Classic interface only.
RegexpForValidation	String	False		Regular expression field only. The validation pattern for a field value to be deemed valid.
TitleInPortal	String	False		The title of the ticket field when shown to end users.
RawTitleInPortal	String	False		The dynamic content placeholder, if present, or the 'title_in_portal' value, if not.
VisibleInPortal	Boolean	False		Whether this field is available to end users.
EditableInPortal	Boolean	False		Whether this field is editable by end users.
Tag	String	False		A tag value to set for checkbox fields when checked.
CreatedAt	Datetime	True		The time the ticket field was created.
UpdatedAt	Datetime	True		The time of the last update of the ticket field.
SystemFieldOptions	String	True		Presented for a ticket field of type 'tickettype', 'priority' or 'status'.
CustomFieldOptions	String	False		Required and presented for a ticket field of type 'tagger'.
Removable	Boolean	True		If this field is not a system basic field that must be present for all tickets on the account.
Url	String	True		The URL for this resource.

Create, update, delete, and query Ticket Forms in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM TicketForms

SELECT * FROM TicketForms WHERE Id = '123'

SELECT * FROM TicketForms WHERE Id IN ('123', '456')

SELECT * FROM TicketForms WHERE Active = true

SELECT * FROM TicketForms WHERE EndUserVisible = true

SELECT * FROM TicketForms WHERE FallbackToDefault = true

SELECT * FROM TicketForms WHERE AssociatedToBrand = true

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Name field is required to insert. Allowed for admins.

INSERT INTO TicketForms (Name, EndUserVisible, DisplayName, Position, Active, Default) VALUES('Snowboard Problem', true, 'Snowboard Damage' 2, true, false)

Update

You must specify the Id of the ticket form to update it. All fields that are not readonly (readonly="false" in the table) are optional. Allowed for admins.

UPDATE TicketForms SET Name='Snowboard Fixed', DisplayName='Snowboard has been fixed' WHERE Id='123'

Delete

You must specify the Id of the ticket form to delete it. Allowed for admins.

DELETE FROM TicketForms WHERE Id='123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Ticket form id.
Name	String	False		The name of the form.
RawName	String	False		The dynamic content placeholder, if present, or the 'name' value, if not.
DisplayName	String	False		The name of the form that is displayed to an end user.
RawDisplayName	String	False		The dynamic content placeholder, if present, or the 'display_name' value, if not.
Position	Integer	False		The position of this form among other forms in the account, i.e. dropdown.
Active	Boolean	False		If the form is set as active.
EndUserVisible	Boolean	False		Is the form visible to the end user.
Default	Boolean	False		Is the form the default form for this account.
TicketFieldIds	String	False		Ids of all ticket fields which are in this ticket form.
InAllBrands	Boolean	False		Is the form available for use in all brands on this account.
RestrictedBrandIds	String	False		Ids of all brands that this ticket form is restricted to.
CreatedAt	Datetime	True		The time the ticket form was created.
UpdatedAt	Datetime	True		The time of the last update of the ticket form.
AgentConditions	String	False		Array of condition sets for agent workspaces.
EndUserConditions	String	False		Array of condition sets for end user products.
Url	String	True		URL of the ticket form.

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name	Type	Description
FallbackToDefault	Boolean	If true, returns default ticket form when the criteria defined by the parameters results in a set without active and end user visible ticket forms.
AssociatedToBrand	Boolean	Only ticket forms of current brand (defined by url) if true.

Create, update, delete, and query Tickets.

Table Specific Information

Select

The following queries are processed server side.

SELECT * FROM Tickets

SELECT * FROM Tickets WHERE Id = '123'

SELECT * FROM Tickets WHERE Id IN ('123', '456')

SELECT * FROM Tickets WHERE UserId = '123'

SELECT * FROM Tickets WHERE OrganizationId = '123'

SELECT * FROM Tickets WHERE ViewId = '123'

The following ticket property keywords (columns/pseudo-columns) from the Search API are supported in the WHERE clause: created (CreatedAt), updated (UpdatedAt), due_date (DueAt), assignee, submitter, requester, via, subject, description, status, priority, ticket_type (Type), GroupId, GroupName, tags, commenter, cc, has_attachment. The supported search operators are: =, <, >, <=, >=. For example:

SELECT * FROM Tickets WHERE CreatedAt='2017-02-15'

SELECT * FROM Tickets WHERE CreatedAt>'2017-02-15 10:15:00 AM' AND Status='open'

Other filters are processed client side within the Sync App. You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Description or Comment fields are required to insert. Any other Custom Field of the ticket may be required to insert. Allowed for Agents.

INSERT INTO Tickets(Subject, Description) VALUES('My printer is on fire!', 'The smoke is very colorful.')

To insert multiple tickets, see Batch Processing for an example.

Update

You must specify the Id of the ticket to update it. All fields that are not read-only (readonly="false" in the table) are optional. Allowed for Agents.

UPDATE Tickets SET Subject='updated', Status='Open' WHERE Id='123'

You can create a new ticket comment by updating the ticket:

UPDATE Tickets SET Comment='this is a new comment'  WHERE Id='123'

To make the same change to multiple tickets, use the following SQL statement:

UPDATE Tickets SET Status='Open' WHERE Id IN ('123','456')

To make different changes to multiple tickets, see Batch Processing for an example.

Delete

You must specify the Id of the ticket to delete it. Allowed for Admins.

DELETE FROM Tickets WHERE Id='123'

You can delete many tickets simultaneously by providing their ids:

DELETE FROM Tickets WHERE Id IN ('123','456')

You can also delete many tickets simultaneously by using Batch Processing.

To get the Ids of deleted tickets run this query:

GETDELETED FROM Tickets

To delete a ticket permanently use the DeleteTicketsPermanently stored procedure.

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Integer	False		Automatically assigned when the ticket is created.
Subject	String	False		The value of the subject field for this ticket. When used in WHERE clause: The text in the ticket's subject
RawSubject	String	False		The dynamic content placeholder, if present, or the subject value, if not.
Description	String	False		The first comment on the ticket. When used in WHERE clause: The text in the ticket's description and comments
Type	String	False		The type of this ticket. Possible values: problem, incident, question or task.
Priority	String	False		The urgency with which the ticket should be addressed. Possible values: urgent, high, normal, low.
Status	String	False		The state of the ticket. Possible values: new, open, pending, hold, solved, closed.
Recipient	String	False		The original recipient e-mail address of the ticket.
HasIncidents	Boolean	False		Is true of this ticket has been marked as a problem, false otherwise.
DueAt	Datetime	False		If this is a ticket of type task it has a due date. Due date format uses ISO 8601 format.
RequesterId	Long	False	Users.Id	The user who requested this ticket.
SubmitterId	Long	False	Users.Id	The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket.
AssigneeId	Long	False	Users.Id	The agent currently assigned to the ticket.
OrganizationId	Long	False	Organizations.Id	The organization of the requester. You can only specify the ID of an organization associated with the requester.
GroupId	Long	False	Groups.Id	The group id of the assigned ticket.
CollaboratorIds	String	False		The ids of users currently cc-ed on the ticket.
FollowerIds	String	False		Agents currently following the ticket.
ForumTopicId	Long	False	Topics.Id	The topic this ticket originated from, if any.
ProblemId	Integer	False	Tickets.Id	For tickets of type incident, the ID of the problem the incident is linked to.
ExternalId	String	False		An id you can use to link Zendesk Support tickets to local records.
FollowupIds	String	False		Closed tickets only. The ids of the followups created from this ticket.
ViaFollowupSourceId	String	False		POST requests only. The id of a closed ticket when creating a follow-up ticket..
MacroIds	String	False		POST requests only. List of macro IDs to be recorded in the ticket audit.
TicketFormId	Long	False	TicketForms.Id	Enterprise only. The id of the ticket form to render for the ticket.
BrandId	Long	False	Brands.Id	Enterprise only. The id of the brand this ticket is associated with.
Tags	String	False		The array of tags applied to this ticket.
ViaChannel	String	False		This tells you how the ticket or event was created. Examples: web, mobile, rule, system.
ViaSource	String	False		The ticket's source.
CustomFields	String	False		Custom fields for the ticket.The values of custom field are set and get dynamically
SatisfactionRating	String	False		The satisfaction rating of the ticket, if it exists, or the state of satisfaction, 'offered' or 'unoffered'.
SharingAgreementIds	String	False		The ids of the sharing agreements used for this ticket.
AllowChannelback	Boolean	False		Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket.
IsPublic	Boolean	False		Is true if any comments are public, false otherwise.
CreatedAt	Datetime	False		When this record was created.
UpdatedAt	Datetime	False		When this record last got updated.
Url	String	False		The API url of this ticket.
View_Id	Long	False	Views.Id	The view that tickets belong to.
User_Id	Long	False	Users.Id	The user that tickets belong to.
Assignee	String	False		The assigned agent or other entity. You can specify 'none', 'me', user name (full name or partial), email address, user ID, or phone number
GroupName	String	False		The assigned agent's group name.
Requester	String	False		The ticket requester. You can specify 'none', 'me', user name (full name or partial), email address, user ID, or phone number.
Submitter	String	False		The ticket submitter. This may be different than the requester if the ticket was submitted by an agent on behalf of the requester. You can specify 'none', 'me', user name (full name or partial), email address, user ID, or phone number. .
Brand	String	False		Search for a specific Brand on a ticket.
Via	String	False		The ticket's source, which can be any of the following:mail, api, phone, etc.
Commenter	String	False		People who have added comments to tickets. You can specify 'none', 'me', user name (full name or partial), email address, user ID, or phone number.
Cc	String	False		People who have been CC'd on tickets. You can specify 'none', 'me', user name (full name or partial), email address, user ID, or phone number.
HasAttachment	Boolean	False		Search for all tickets with or without attachments using 'true' or 'false'.

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name	Type	Description
Solved	Date	The date the ticket was set to solved.
Comment	String	Used to create a comment on the ticket, when creating or updating a ticket..
IsPublicComment	Boolean	Used when creating a comment on the ticket. Set this to true to add a public comment and false to add an internal note.

Query, Insert, Update and Delete Topics in Zendesk.

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	False		Automatically assigned when the topic is created.
Url	String	False		The API url of the topic.
HtmlUrl	String	False		The community url of the topic.
Name	String	False		The name of the topic.
Description	String	False		The description of the topic. By default an empty string.
Position	Integer	False		The position of the topic relative to other topics in the community.
FollowerCount	Integer	False		The number of users following the topic.
ManageableBy	String	False		The set of users who can manage this topic. The allowed values are staff, managers.
UserSegmentId	Long	False		The id of the user segment to which this topic belongs.
CreatedAt	Datetime	False		When the topic was created.
UpdatedAt	Datetime	False		When the topic was last updated.

Create, update, delete, and query Triggers in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM Triggers

SELECT * FROM Triggers WHERE Id = '123'

SELECT * FROM Triggers WHERE Active=true

SELECT * FROM Triggers Order By Position

SELECT * FROM Triggers Order By CreatedAt

SELECT * FROM Triggers Order By UpdatedAt

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Title, ConditionsAll, and Actions fields are required to insert. Allowed for agents.

Insert into Triggers (Title,ConditionsAll,Actions) Values('Roger Wilco','[{ \"field\": \"status\", \"operator\": \"is\", \"value\": \"open\" }, { \"field\": \"priority\", \"operator\": \"less_than\", \"value\": \"high\" }]','[{ \"field\": \"group_id\", \"value\": \"20455932\" }]')

Update

You must specify the Id of the automation to update. Title is required. Updating an action updates the containing array, clearing the other actions. Include all your actions when updating any action. Allowed for agents.

UPDATE Triggers SET Title='Roger Wilco III' WHERE Id = '123'

Delete

You must specify the Id of the automation to delete it. Allowed for agents.

DELETE FROM Triggers WHERE Id = '123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when created.
Title	String	False		The title of the trigger.
Active	Boolean	False		Whether the trigger is active.
Position	Integer	False		Position of the trigger, determines the order they will execute in.
ConditionsAll	String	False		An object that describes the conditions under which the trigger will execute.
ConditionsAny	String	False		An object that describes the conditions under which the trigger will execute.
Actions	String	False		An object describing what the trigger will do.
Description	String	False		The description of the trigger.
CreatedAt	Datetime	True		The time the trigger was created.
UpdatedAt	Datetime	True		The time of the last update of the trigger.

Create, update, delete, and query User Fields.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM UserFields

SELECT * FROM UserFields WHERE Id = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Type, Title, and Key fields are required to insert. Types of custom fields that can be created are: text (default when no Type is specified), textarea, checkbox, tagger (dropdown), date, integer, decimal, regex. When Type is regex, RegexpForValidation is also required. When Type is tagger, CustomFieldOptions is also required. Allowed for admins.

Understand the following behavior when creating a dropdown field:

• To create a new option, pass a null Id along with name and value.
  

      INSERT INTO UserFields(Type, Title, Key) VALUES('text', 'Support description', 'support_description')
  
      INSERT INTO UserFields(Type, Title, Key, RegexpForValidation) VALUES('regexp', 'TestRegExp', 'test_regexp', '\\b([0-9]{4})-(1[0-2]|0?[1-9])-(3[0-1]|[1-2][0-9]|0?[1-9])\\b')
  
      INSERT INTO UserFields(Type, Title, Key, CustomFieldOptions) VALUES('tagger', 'TestDropdown', 'test_dropdown' '[{"id": null, "name": "Option 1", "value": "option_1"}, {"id": null, "name": "Option 2", "value": "option_2"}, {"id": null, "name": "Option 3", "value": "option_3"}]')
      

Update

You must specify the Id of the ticket field to update. All fields that are not readonly (readonly="false" in the table) are optional. Allowed for admins.

Understand the following behavior when updating a dropdown field:

• To update an existing option, pass its Id along with name and value.
• All options must be passed on update. Options that are not passed will be removed; as a result, these values will be removed from any users.
• To reorder an option, reposition it in the CustomFieldOptions array relative to the other options.
• To remove an option, omit it from the list of options upon update.

UPDATE UserFields SET Title='Support description' WHERE Id='123'

For ticket fields of type tagger (dropdown) use the CustomFieldOptions column to update the options. For type regexp use RegexpForValidation to update the regular expression.

Delete

You must specify the Id of the user field to delete it. Allowed for admins.

DELETE FROM UserFields WHERE Id='123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned upon creation.
Key	String	False		A unique key that identifies this custom field. Required on create.This is used for updating the field and referencing in placeholders.After a field is created, you cannot change its key.
Type	String	False		Type of the custom field: checkbox, date, decimal, dropdown, integer, regexp, text, or textarea.After a field is created, you cannot change its type
Title	String	False		The title of the custom field.
RawTitle	String	False		The dynamic content placeholder, if present, or the title value, if not.
Description	String	False		User-defined description of this field's purpose.
RawDescription	String	False		The dynamic content placeholder, if present, or the description value, if not.
Position	Integer	False		Ordering of the field relative to other fields.
Active	Boolean	False		If true, this field is available for use.
System	Boolean	True		If true, only active and position values of this field can be changed.
RegexpForValidation	String	False		Regular expression field only. The validation pattern for a field value to be deemed valid.
CreatedAt	Datetime	True		The time the ticket field was created.
UpdatedAt	Datetime	True		The time of the last update of the ticket field.
Tag	String	False		Optional for custom field of type checkbox; not presented otherwise.
CustomFieldOptions	String	False		Required and presented for a custom field of type dropdown.
Url	String	True		The URL for this resource.

Create, update, delete, and query User Identities.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM UserIdentities

SELECT * FROM UserIdentities WHERE UserId = '123'

SELECT * FROM UserIdentities WHERE UserId = '123' AND Id='345'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any search criteria that refers to other columns will cause an error.

Insert

The Type, Value, and UserId fields are required to insert. Allowed for agents.

INSERT INTO UserIdentities(Type, Value, UserId) VALUES('email', '[email protected]', '123')

Update

You must specify the Id of the identity and UserId to update. Allowed for agents. Update allows you to do the following: Set the specified identity as verified (but you cannot unverify a verified identity). Note: Primary should be true.

UPDATE UserIdentities SET Verified=true WHERE UserId = '123' AND Id = '456'

Update the value of the specified identity:

UPDATE UserIdentities SET Value='[email protected]' WHERE UserId = '123' AND Id = '456'

Delete

You must specify the Id of the identity and UserId to delete an user identity. Users must have at least one identity after deletion. Allowed for agents.

DELETE FROM UserIdentities WHERE UserId = '123' AND Id = '456'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned on creation.
UserId	Long	False	Users.Id	The id of the user.
Type	String	False		One of email, twitter, facebook, google, or phone_number.
Value	String	False		The identifier for this identity, such as an email address.
Verified	Boolean	False		If the identity has been verified.
Primary	Boolean	True		If the identity is the primary identity. Writable only when creating, not when updating.
CreatedAt	Datetime	True		The time the ticket field was created.
UpdatedAt	Datetime	True		The time of the last update of the ticket field.
UndeliverableCount	Integer	True		The time of the last update of the ticket field.
DeliverableState	String	True		The time of the last update of the ticket field.
Url	String	True		The URL for this resource.

Create, update, delete, and query Users in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM Users

SELECT * FROM Users WHERE Id = '123'

SELECT * FROM Users WHERE Id IN ('123', '456')

SELECT * FROM Users WHERE GroupId = '123'

SELECT * FROM Users WHERE OrganizationId = '123'

SELECT * FROM Users WHERE Role = 'agent'

SELECT * FROM Users WHERE PermissionSet = 'roleid'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Insert

The Name field is required to insert. Allowed for agents, with restrictions on certain actions.

INSERT INTO Users(Name, Email) VALUES('Roger Wilco', '[email protected]')

To insert multiple users, see Batch Processing for an example.

If you need to create agents with a specific role, the Role parameter only accepts three possible values: "end-user", "agent", and "admin". Therefore, set the Role to "agent" as well as add a new parameter called "custom_role_id" and give it the actual desired role Id from your Zendesk Support account. This applies to the built-in "light-agent" role of Zendesk Support as well.

INSERT INTO Users(Name, Email,Role,CustomRoleId) VALUES('Roger Wilco', '[email protected]', 'agent', '123456')

The user can also be added to a named organization.

INSERT INTO Users(Name, Email,Organization) VALUES('Roger Wilco', '[email protected]', 'VIP Customers')

Update

You must specify the Id of the user to update. All fields that are not readonly (readonly="false" in the table) are optional. Allowed for agents, with restrictions on certain actions. Agents can only update end users. Administrators can update end users, agents, and administrators.

UPDATE Users SET Name='Roger Wilco II' WHERE Id='123'

To make the same change to multiple users, use the following SQL statement:

UPDATE Users SET OrganizationId='1' WHERE Id IN ('123','456')

To make different changes to multiple users, see Batch Processing for an example.

Delete

You must specify the Id of the user to delete it. Allowed for agents, with restrictions on certain actions.

DELETE FROM Users WHERE Id='123'

You can delete many tickets simultaneously by providing their Ids:

DELETE FROM Users WHERE Id IN ('123','456')

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned when the ticket is created.
Email	String	False		The primary email address of the user. Writeable on create only. On update, a secondary email is added.
Name	String	False		The name of the user.
Role	String	False		The role of the user. Possible values are end-user, agent, or admin.
Active	Boolean	True		False if the user has been deleted.
OrganizationId	Long	False	Organizations.Id	The id of the organization the user is associated with.
Alias	String	False		An alias displayed to end users.
Verified	Boolean	False		If the identity of the user has been verified or not.
ChatOnly	Boolean	True		Whether or not the user is a chat-only agent.
CreatedAt	Datetime	True		The time the user was created.
UpdatedAt	Datetime	True		The time the user was last updated.
CustomRoleId	Long	False		A custom role if the user is an agent on the Enterprise plan.
RoleType	String	True		The role id of the user. 0 for custom agents, 1 for light agent and 2 for chat agent.
DefaultGroupId	Long	False		The id of the default group of the user. Can only be set on create, not on update.
Details	String	False		Any details you want to store about the user, such as an address.
ExternalId	Long	False		A unique identifier from another system.
LastLoginAt	Datetime	True		The last time the user signed in to Zendesk Support.
Locale	String	True		The locale of the user.
LocaleId	Long	False		The language identifier of the user.
Moderator	Boolean	False		Designates whether the user has forum moderation capabilities.
Notes	String	False		Any notes you want to store about the user.
OnlyPrivateComments	Boolean	False		True if the user can only create private comments.
Phone	String	False		The primary phone number of the user.
Photo	String	True		photo attachment.
PhotoThumbnails	String	True		photo thumbnails.
PhotoInline	Boolean	True		If true, the attachment is excluded from the attachment list and the attachment's URL can be referenced within the comment of a ticket. Default is false.
RestrictedAgent	Boolean	False		If the agent has any restrictions; false for admins and unrestricted agents, true for other agents.
Shared	Boolean	True		If the user is shared from a different Zendesk Support instance. Ticket sharing accounts only.
SharedAgent	Boolean	True		If the user is a shared agent from a different Zendesk Support instance. Ticket sharing accounts only.
Signature	String	False		The signature of the user. Only agents and admins can have signatures.
Suspended	Boolean	False		If the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal.
Tags	String	False		The tags of the user. Only present if your account has user tagging enabled.
TicketRestriction	String	False		Specifies which tickets the user has access to. Possible values are: organization, groups, assigned, requested, null.
TimeZone	String	False		The time zone of the user.
TwoFactorAuthEnabled	Boolean	True		If two factor authentication is enabled.
Url	String	False		The API url of the user.

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name	Type	Description
GroupName	String
Organization	String	The name of the organization the user is associated with.
GroupId	String	The name of the group the user belongs to.
PermissionSet	String	Used for custom roles in the Enterprise plan. You can only filter by one role id per request.

Query and delete Views in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side by the Sync App. Allowed for agents.

SELECT * FROM Views

SELECT * FROM Views WHERE Id = '123'

SELECT * FROM Views WHERE GroupId = '123'

SELECT * FROM Views WHERE Access = 'Shared'

SELECT * FROM Views WHERE Active = true

SELECT * FROM Views Order By CreatedAt

SELECT * FROM Views Order By UpdatedAt

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Delete

You must specify the Id of the view to delete it. Allowed for agents.

DELETE FROM Views WHERE Id='123'

Columns

Name	Type	ReadOnly	References	Description
Id [KEY]	Long	False		Automatically assigned when the ticket is created.
Title	String	False		The title of the view.
Active	Boolean	False		Useful for determining if the view should be displayed.
SlaId	Long	False	SlaPolicies.Id	If the view is for an SLA, shows the id.
RestrictionId	Long	False		The id of the restricion (who may access this account. Will be null when everyone in the account can access it).
RestrictionType	String	False		The type of the restricion (who may access this account. Will be null when everyone in the account can access it).
RestrictionIds	String	False		The numeric IDs of a single or more groups. Recommended for 'Group' type.
Position	Integer	False		The position of the view.
ExecutionGroupBy	String	False		Execution is an object describing how the view should be executed.
ExecutionGroupOrder	String	False		Execution is an object describing how the view should be executed.
ExecutionSortBy	String	False		Execution is an object describing how the view should be executed.
ExecutionSortOrder	String	False		Execution is an object describing how the view should be executed.
ExecutionGroup	String	False		Execution is an object describing how the view should be executed.
ExecutionSort	String	False		Execution is an object describing how the view should be executed.
ExecutionColumns	String	False		Execution is an object describing how the view should be executed.
ExecutionFields	String	False		Execution is an object describing how the view should be executed.
ExecutionCustomFields	String	False		Execution is an object describing how the view should be executed.
ConditionsAll	String	False		Logical AND. Tickets must fulfill all of the conditions to be considered matching.Conditions is an object describing how the view is constructed.
ConditionsAny	String	False		Logical OR. Tickets may satisfy any of the conditions to be considered matching.Conditions is an object describing how the view is constructed.
CreatedAt	Datetime	False		The time the view was created.
UpdatedAt	Datetime	False		The time of the last update of the view.
Access	String	False		Only views with given access. May be personal, shared, or account
GroupId	Long	False	Groups.Id	The group id the view belongs to. Used to query the table

Views are composed of columns and pseudo columns. Views are similar to tables in the way that data is represented; however, views do not support updates. Entities that are represented as views are typically read-only entities. Often, a stored procedure is available to update the data if such functionality is applicable to the data source.

Queries can be executed against a view as if it were a normal table, and the data that comes back is similar in that regard.

Dynamic views, such as queries exposed as views, and views for looking up specific combinations of project_team work items are supported.

Zendesk Connector for CData Sync Views

Name	Description
ActivityStream	Query ActivityStreams in Zendesk.
AppLocations	Query AppLocations in Zendesk.
ArticleAttachments	Show Acticle Attachment in Zendesk.
Articles	Show Acticles in Zendesk.
Attachments	Show ticket attachments in Zendesk.
Calls	A complete list of information on inbound and outbound calls from your Zendesk Talk instance
Collaborators	Query Collaborators in Zendesk.
CustomAgentRoles	Query CustomAgentRoles in Zendesk.
CustomObjectField	The view specifies all the attributes of a custom object property.
JobStatus	A status record is created when somebody kicks off a job such as updating multiple tickets. You can access the job status data for an hour after a particular job is created, after which the data is no longer available.
Locales	Query Locales in Zendesk.
MonitoredTwitterHandles	Query Monitored Twitter handles in Zendesk.
Requests	Query Requests in Zendesk.
Requests_Collaborators	The Collaborator ids of users currently CC'ed on the ticket.
SlaPolicies	Query SlaPolicies in Zendesk.
TicketAudits	Query TicketAudits in Zendesk.
TicketComments	Query TicketComments belonging to a specified ticket in Zendesk.
TicketMetricEvents	Query TicketMetricEvents in Zendesk.
TicketMetrics	Query TicketMetrics in Zendesk.
Tickets_Collaborators	The Collaborator id of users currently CC'ed on the ticket.
Tickets_Followers	The ids of agents currently following the ticket
Tickets_Followups	The ids of the followups created from ticket.
Tickets_Macros	List of macros to be recorded in the ticket audit.
Tickets_SatisfactionRatings	The satisfaction rating of the ticket, if it exists, or the state of satisfaction.
Tickets_SharingAgreements	The sharing agreements used for ticket.
Tickets_Tags	The tags applied to the ticket
Tickets_Viasources	List ViaSources for the Ticket.
UserRelatedInformation	Query UserRelatedInformation in Zendesk.

Query ActivityStreams in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM ActivityStream

SELECT * FROM ActivityStream WHERE Id = '123'

SELECT * FROM ActivityStream WHERE Since = '2017-02-15 10:15:25'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Columns

Name	Type	References	Description
Id [KEY]	Long		Automatically assigned upon creation.
Title	String		Description of this activity.
Verb	String		The type of activity. Can be tickets.assignment, tickets.comment, or tickets.priority_increase.
UserId	Long	Users.Id	The user this activity pertains to.
ActorId	Long	Users.Id	The user this activity pertains to.
CreatedAt	Datetime		When this locale was created.
UpdatedAt	Datetime		When this locale last got updated.
Url	String		The API url of this activity.

Query AppLocations in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM AppLocations

SELECT * FROM AppLocations WHERE Id = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Columns

Name	Type	References	Description
Id [KEY]	Long		Internal location ID.
Name	String		The unique location key.
ProductCode	Integer		Internal product ID.
HostApplication	String		The unique host application key.
Orderable	Boolean		True if reordering has any effect.

Show Acticle Attachment in Zendesk.

Columns

Name	Type	References	Description
Id [KEY]	Long		Assigned ID when the article attachment is created
ArticleId	Long	Articles.Id	The associated article, if present
ContentType	String		The file type. Example: image/png
ContentUrl	String		URL where the attachment file can be downloaded
CreatedAt	String		The time the article attachment was created
DisplayFileName	String		display_file_name
FileName	String		The file name
Inline	Boolean		The attached file is shown in the admin interface for inline attachments. Its URL can be referenced in the article's HTML body. Inline attachments are image files directly embedded in the article body. If false, the attachment is listed in the list of attachments. The default value is false.
RelativePath	String		relative_path
Size	Integer		The attachment file size in bytes
UpdatedAt	String		The time the article attachment was last updated
Url	String		The URL of the article attachment
AttachmentsResponse	String		Content of the attachments

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name	Type	Description
Locale	String		The locale that the article attachments is being displayed in
IsInline	Boolean		The locale that the article attachments is being displayed in
Base64EncodedResponse	Boolean		Raw response gets converted into base64encoded The default value is true.

Show Acticles in Zendesk.

Columns

Name	Type	References	Description
Id [KEY]	Long		Automatically assigned when the article is created
AuthorId	Long		The id of the user who wrote the article (set to the user who made the request on create by default)
Body	String		HTML body of the article. Unsafe tags and attributes may be removed before display. For a list of safe tags and attributes, see Allowing unsafe HTML in Help Center articles in Zendesk help
CommentsDisabled	Boolean		True if comments are disabled; false otherwise
CreatedAt	String		The time the article was created
Draft	Boolean		True if the translation for the current locale is a draft; false otherwise. false by default. Can be set when creating but not when updating. For updating, see Translations
EditedAt	String		The time the article was last edited in its displayed locale
HtmlUrl	String		The url of the article in Help Center
LabelNames	String		An array of label names associated with this article. By default no label names are used. Only available on certain plans
Locale	String		The locale that the article is being displayed in
Outdated	Boolean		Deprecated. Always false because the source translation is always the most up-to-date translation
OutdatedLocales	String		Locales in which the article was marked as outdated
PermissionGroupId	Long		The id of the permission group which defines who can edit and publish this article
Position	Integer		The position of this article in the article list. 0 by default
Promoted	Boolean		True if this article is promoted; false otherwise. false by default
SectionId	Long		The id of the section to which this article belongs
SourceLocale	String		The source (default) locale of the article
Title	String		The title of the article
UpdatedAt	String		The time the article was last updated
Url	String		The API url of the article
UserSegmentId	Long		The id of the user segment which defines who can see this article. Set to null to make it accessible to everyone
VoteCount	Integer		The total number of upvotes and downvotes
VoteSum	Integer		The sum of upvotes (+1) and downvotes (-1), which may be positive or negative

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name	Type	Description
CategoryId	Long		Id of the categories
UserId	Long		Id of author
StartTime	Long		Start Time

Show ticket attachments in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM Attachments

SELECT * FROM Attachments WHERE TicketId ='123'
 
SELECT * FROM Attachments WHERE AttachmentId ='123' 

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any search criteria that refers to other columns will cause an error.

Columns

Name	Type	References	Description
AttachmentId [KEY]	Long		Automatically assigned when the ticket is created.
TicketId	Integer	Tickets.Id	The id of the ticket the comment belongs to.
CommentId	Long	TicketComments.Id	The id of the comment the attachment belongs to.
FileName	String		The name of the form.
ContentUrl	String		A full URL where the attachment image file can be downloaded.
ContentType	String		The content type of the image.
Size	Integer		The size of the image file in bytes.
Inline	Boolean		If true, the attachment is excluded from the attachment list and the attachment's URL can be referenced within the comment of a ticket. Default is false.

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name	Type	Description
UpdatedAt	Datetime		The time of the attachment was updated.

A complete list of information on inbound and outbound calls from your Zendesk Talk instance

Table Specific Information

Select

The Sync App will use the Zendesk API to process WHERE clause conditions built with the following column and operator. The rest of the filter is executed client-side within the Sync App.

• StartTime supports the '=' comparison.

For example, the following queries are processed server side.

SELECT * FROM Calls

SELECT * FROM Calls where starttime='2022-09-01'

Columns

Name	Type	References	Description
Id	Long		Call id
AgentId	Long		The id of the first agent who picked up the call
CallCharge	String		Total charge for the call. String representation of a decimal number with six decimal places.
CallGroupId	Long		The id number of the group the call was last placed in before completion.
CallRecordingConsent	String		Call recording consent value configured for the phone number. Allowed values are always, opt_in, opt_out or never
CallRecordingConsentAction	String		Call recording consent option selected by the caller. Allowed values are caller_opted_in, caller_opted_out or null
CallRecordingConsentKeypress	String		Keypress the caller chose to give their call recording consent option. Allowed values are 3 or null
Callback	Boolean		True if the call was initiated by a callback request from the customer
CallbackSource	String		The source of the callback request. Allowed values are null, queue or web_widget
CompletionStatus	String		Status of the call. Allowed values are completed, abandoned_in_queue, abandoned_in_ivr, abandoned_in_voicemail, abandoned_on_hold or pending_voicemail
ConsultationTime	String		Sum of how long in seconds agents consulted with each other while the customer was on hold
CreatedAt	Datetime		When the call object was created
CustomerId	Long		Customer Id
CustomerRequestedVoicemail	Boolean		The customer requested to be directed to voicemail instead of waiting for an agent to answer
DefaultGroup	Boolean		The call was answered by an agent who is a member of the calls default group, if group routing is used
Direction	String		Inbound or outbound. The agent or customer who initialized the call
Duration	Integer		Call duration in seconds
ExceededQueueWaitTime	Boolean		The customer exceeded the maximum queue wait time and did not speak with an agent
HoldTime	Integer		Sum of how long in seconds the customer was placed on hold by an agent(s)
IvrAction	String		Menu action that was used by the caller in the IVR menu selection. Possible values: null (if IVR is not used), menu, voicemail, group, phone_number, textback, invalid (returned for an invalid keypress)
IvrDestinationGroupName	String		Name of the group that received the call through IVR routing. null if IVR is disabled
IvrHops	Integer		How many menu options the customer went through in IVR before talking to an agent. null if IVR is disabled
IvrRoutedTo	String		Phone number where call was routed to by IVR. Example: +1311123456789. null if IVR is disabled
IvrTimeSpent	Integer		How long in seconds the customer spent in IVR. Null if IVR is disabled
MinutesBilled	Integer		Minutes billed
Line	String		Line
LineId	Long		Line Id
NotRecordingTime	Integer		How long in seconds spent not recording on the call.
OutsideBusinessHours	Boolean		The call was received outside business hours
Overflowed	Boolean		True if the call overflowed
OverflowedTo	String		The phone number that the call overflowed to. null if overflowed is false
PhoneNumber	String		Talk phone associated with the call. If this a digital line, the digital line nickname. Example: +1311123456789
PhoneNumberId	Integer		Talk phone number id
QualityIssues	String		A summary of the call's quality issues related to the call provided to Zendesk from Twilio. Until the information is made available by Twilio, the array contains information_not_available. If there are no issues, the array contains none. Other possible values: one or more of silence, high_jitter, high_packet_loss, high_pdd, high_latency
RecordingControlInteractions	Integer		The amount of times agents have paused or resumed a recording on the call.
RecordingTime	Integer		How long in seconds spent recording on the call
TalkTime	Integer		Sum of how long in seconds the customer was in conference with an agent(s). If a call is not accepted by an agent this will be 0
TicketId	Integer		The id of the ticket related to the call
TimeToAnswer	Integer		How long in seconds the customer waited for an agent to answer after hearing the Available agents greeting
UpdatedAt	Datetime		When the call object was last created
Voicemail	Boolean		If true, the call was a voicemail
WaitTime	Integer		How long in seconds the customer was in the call before an agent answered
WrapUpTime	Integer		Sum of how long in seconds the agent(s) spent in wrap up

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name	Type	Description
StartTime	Datetime		Start Time

Query Collaborators in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App:

SELECT * FROM Collaborators

SELECT * FROM Collaborators WHERE TicketId = '123' 

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Columns

Name	Type	References	Description
Id [KEY]	Long		Automatically assigned when the ticket is created.
TicketId	Integer	Tickets.Id	The id of the ticket.
Email	String		The primary email address of the collaborator. Writeable on create only. On update, a secondary email is added.
Name	String		The name of the collaborator.
Role	String		The role of the collaborator. Possible values are end-collaborator, agent, or admin.
Active	Boolean		False if the collaborator has been deleted.
OrganizationId	Long	Organizations.Id	The id of the organization the collaborator is associated with.
Alias	String		An alias displayed to end users.
Verified	Boolean		If the identity of the collaborator has been verified or not.
ChatOnly	Boolean		Whether or not the collaborator is a chat-only agent.
CreatedAt	Datetime		The time the collaborator was created.
UpdatedAt	Date		The time the collaborator was last updated.
CustomRoleId	Long	CustomAgentRoles.Id	A custom role if the collaborator is an agent on the Enterprise plan.
RoleType	String		The role id of the collaborator. 0 for custom agents, 1 for light agent and 2 for chat agent.
DefaultGroupId	Long	Groups.Id	The id of the default group of the collaborator. Can only be set on create, not on update.
Details	String		Any details you want to store about the collaborator, such as an address.
ExternalId	String		A unique identifier from another system.
LastLoginAt	Datetime		The last time the collaborator signed in to Zendesk Support.
Locale	String		The locale of the collaborator.
LocaleId	Long	Locales.Id	The language identifier of the collaborator.
Moderator	Boolean		Designates whether the collaborator has forum moderation capabilities.
Notes	String		Any notes you want to store about the collaborator.
OnlyPrivateComments	Boolean		True if the collaborator can only create private comments.
Phone	String		The primary phone number of the collaborator.
PhotoId	Long		Automatically assigned when the attachment is created.
PhotoFileName	String		The name of the image file.
PhotoContentUrl	String		A full URL where the attachment image file can be downloaded.
PhotoContentType	String		The content type of the image. Example value: image/png.
PhotoSize	Integer		The size of the image file in bytes.
PhotoThumbnailsId	Long		.
PhotoThumbnailsFileName	String		.
PhotoThumbnailsContentUrl	String		.
PhotoThumbnailsContentType	String		.
PhotoThumbnailsSize	Integer		.
PhotoInline	Boolean		If true, the attachment is excluded from the attachment list and the attachment's URL can be referenced within the comment of a ticket. Default is false.
RestrictedAgent	Boolean		If the agent has any restrictions; false for admins and unrestricted agents, true for other agents.
Shared	Boolean		If the collaborator is shared from a different Zendesk Support instance. Ticket sharing accounts only.
SharedAgent	Boolean		If the collaborator is a shared agent from a different Zendesk Support instance. Ticket sharing accounts only.
Signature	String		The signature of the collaborator. Only agents and admins can have signatures.
Suspended	Boolean		If the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end collaborator portal.
Tags	String		The tags of the collaborator. Only present if your account has collaborator tagging enabled.
TicketRestriction	String		Specifies which tickets the collaborator has access to. Possible values are: organization, groups, assigned, requested, null.
TimeZone	String		The time zone of the collaborator.
TwoFactorAuthEnabled	Boolean		If two factor authentication is enabled.
Url	String		The API url of the collaborator.

Query CustomAgentRoles in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM CustomAgentRoles

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Columns

Name	Type	References	Description
Id [KEY]	Long		Automatically assigned upon creation.
Name	String		.
Description	String		.
CreatedAt	Datetime		.
UpdatedAt	Datetime		.
ConfigurationChatAccess	Boolean		.
ConfigurationEndUserProfile	String		.
ConfigurationForumAccess	String		.
ConfigurationForumAccessRestrictedContent	Boolean		.
ConfigurationMacroAccess	String		.
ConfigurationManageBusinessRules	Boolean		.
ConfigurationManageDynamicContent	Boolean		.
ConfigurationManageExtensionsAndChannels	Boolean		.
ConfigurationManageFacebook	Boolean		.
ConfigurationOrganizationEditing	Boolean		.
ConfigurationReportAccess	String		.
ConfigurationTicketAccess	String		.
ConfigurationTicketCommentAccess	String		.
ConfigurationTicketDeletion	Boolean		.
ConfigurationTicketMerge	Boolean		.
ConfigurationTicketTagEditing	Boolean		.
ConfigurationTwitterSearchAccess	Boolean		.
ConfigurationViewAccess	String		.
ConfigurationUserViewAccess	String		.

The view specifies all the attributes of a custom object property.

Select

The CustomObjectField view supports the ObjectName in the WHERE clause. This view supports the following operator: '='. For example:

SELECT * FROM CustomObjectField WHERE ObjectName = 'house'

Columns

Name	Type	References	Description
ObjectName [KEY]	String		A user-defined unique identifier.
FieldName	String		The name of the property.
Type	String		The type of the property. The allowed values are boolean, integer, number, string.
Description	String		The description of the property.
Required	String		Indicates whether or not this property is required when you create a record.

A status record is created when somebody kicks off a job such as updating multiple tickets. You can access the job status data for an hour after a particular job is created, after which the data is no longer available.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM JobStatus

SELECT * FROM JobStatus WHERE Id = '123'

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Columns

Name	Type	References	Description
Id [KEY]	String		Automatically assigned when the job is queued.
Total	Integer		The total number of tasks this job is batching through.
Progress	Integer		Number of tasks that have already been completed.
Status	String		The current status. One of the following: queued, working, failed, completed, killed.
Message	String		Message from the job worker, if any.
Results	String		Result data from processed tasks.
Url	String		The URL to poll for status updates.

Query Locales in Zendesk.

Table Specific Information

Select

The following queries are processed server side while other filters are processed client side within the Sync App.

SELECT * FROM Locales

You can turn off the client-side execution of the query by setting SupportEnhancedSQL to false in which case any other search criteria will be ignored and an unfiltered response will be returned.

Columns

Name	Type	References	Description
Id [KEY]	Long		Automatically assigned.
Name	String		Name of the locale.
Locale	String		The locale.
CreatedAt	Datetime		When this locale was created.
UpdatedAt	Datetime		When this locale last got updated.
Url	String		The API url of the locale.