The sink uses the Zendesk API to ingest tickets into Zendesk, using the incoming records to construct request objects.
Zendesk API uses basic authentication. Either a password or an authentication token has to be provided. In Zendesk API Settings, it's possible to generate authentication tokens, eliminating the need for users to expose their passwords. This approach also offers the advantage of fast token revocation when required.
There are multiple ways of providing property values to the request object:
The property value is going to be evaluated as a record path if the value is provided inside brackets starting with a '%'.
Example:
The incoming record look like this.
{
"record":{
"description":"This is a sample description.",
"issue_type":"Immediate",
"issue":{
"name":"General error",
"type":"Immediate"
},
"project":{
"name":"Maintenance"
}
}
}
We are going to provide Record Path values for the Comment Body, Subject, Priority and Type processor attributes:
Comment Body : %{/record/description}
Subject : %{/record/issue/name}
Priority : %{/record/issue/type}
Type : %{/record/project/name}
The constructed request object that is going to be sent to the Zendesk API will look like this:
{
"comment":{
"body":"This is a sample description."
},
"subject":"General error",
"priority":"Immediate",
"type":"Maintenance"
}
The property value is going to be treated as a constant if the provided value doesn't match with the Record Path format.
Example:
We are going to provide constant values for the Comment Body, Subject, Priority and Type processor attributes:
Comment Body : Sample description
Subject : Sample subject
Priority : High
Type : Sample type
The constructed request object that is going to be sent to the Zendesk API will look like this:
{
"comment":{
"body":"Sample description"
},
"subject":"Sample subject",
"priority":"High",
"type":"Sample type"
}
The processor offers a set of frequently used Zendesk ticket attributes within its property list. However, users have the flexibility to include any desired number of additional properties using dynamic properties. These dynamic properties utilize their keys as Json Pointer, which denote the paths within the request object. Correspondingly, the values of these dynamic properties align with the predefined property attributes. The possible Zendesk request attributes can be found in the Zendesk API documentation
Property Key values:
The dynamic property key must be a valid Json Pointer value which has the following syntax rules:
Example:
We are going to add a new dynamic property to the processor:
/request/new_object : This is a new property
/request/new_array/0 : This is a new array element
The constructed request object will look like this:
{
"request":{
"new_object":"This is a new property",
"new_array":[
"This is a new array element"
]
}
}
The sink caches Zendesk tickets with the same content in order to avoid duplicate issues. The cache size and expiration date can be set on the sink service.