App Connectors: Zendesk

👤 This documentation is intended for Site Administrators and/or Database Administrators.

Connectors are Sisense for Cloud Data Team’s built-in mechanisms for customers to connect to and ingest from popular data sources.

Note: Connectors are supported for customers with Data Engine on your Warehouse or Warehouse infrastructure. Site administrators can contact their Account Manager if interested in enabling Connectors.

<div>
<UL>
<LI><a href="#AddingaConnector">Adding a Connector</a></LI>
<LI><a href="#SetUpIngestion">Set Up Ingestion</a></LI>
<UL>
<LI><a href="#SetupDatabasePermissions">Setup Database Permissions</a></LI>
<LI><a href="#HowToSetUpIngestionforaConnector">How To Set Up Ingestion for a Connector</a></LI>
<LI><a href="#ReauthorizeaConnector">Reauthorize a Connector</a></LI>
<LI><a href="#SuspendIngestionforaConnector">Suspend Ingestion for a Connector</a></LI>
</UL>
<LI><a href="#DeleteaConnector">Delete a Connector</a></LI>
<LI><a href="#SupportedConnectors">Supported Connectors</a></LI>
</UL>
</div>


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Adding a Connector

To connect to Zendesk, please make sure to have the following prior to attempting a connection:

  • Administrator permissions in Zendesk Support. Some data types in Zendesk Support may only be accessed with Admin permissions. For example: To ingest ticket metric or tag data, Zendesk Support’s API requires a user with Admin permissions.
  • A specific Zendesk Support plan if ingesting ticket forms or SLA policies. To ingest SLA policies, you must be on an Enterprise or Professional Zendesk Support plan. To ingest ticket forms, you must be on an Enterprise or Professional Zendesk Support plan with the ticket forms add-on.
  • All other tables, with the exception of sla_policies and ticket_forms will be available for ingestion even if you aren’t on either of these Zendesk Support plans

To add a Connector, administrators can first click Settings menu in the bottom left hand corner.

Then, click the App Connections option:

In the top right corner, click the green Connect Source button.

From the Data Source Type dropdown, select the 'Zendesk'.

Enter the display name for the Connector in the Display Name section of the Connect Source menu. The Display Name will be the name of the schema when the sheet is loaded. Please note that this cannot be changed later. Lastly, enter the Zendesk Support site prefix in the Zendesk Subdomain box (ie. for MyExample.zendesk.com only enter MyExample into this field) and click ‘Add’.

A second screen will open with a prompt to select the appropriate account that is associated with Zendesk.  

Note: A Zendesk Support user with Admin permissions must complete this step.

Click Allow once prompted to allow Sisense for Cloud Data Teams to access the account.

Once permissions are allowed, a screen will appear directing with information on how to navigate back to Sisense for Cloud Data Teams.  Either select closing to redirect back to the Connectors page, or wait as the window will automatically close in 5 seconds and redirect to the Connectors page.


The process of establishing a new connection will take a few minutes as all of the tables that are associated with that source are being discovered. During this time a spinning  icon will appear.

Available tables from the connected data source will appear as they become available.

In the event that the connection was unsuccessful, a Connection failed screen will appear.  Please verify that the credentials that was entered is correct and that the Zendesk account selected has the correct permissions.

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Setup Ingestion

Once the Zendesk Connector has been set up successfully, tables and columns need to be selected for ingestion and replication into the Sisense Managed Warehouse or Data Engine on Your Warehouse.

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Setup Database Permissions

In order to ingest data into Sisense, certain database permissions will need to be updated the first time a connector is added.

Sisense Managed Warehouse:

Sisense will create a new database user and grant the necessary permissions to load data into your warehouse from your connected Sources. Sisense will also grant the Read User the necessary schema permissions so you can query your Sources' data from within Sisense.

Data Engine on Your Warehouse:

In order to ingest data into your Redshift or Snowflake warehouse using Sisense App Connectors, Sisense requires a database user that can perform write operations on your database. Create permissions are required to create the necessary database objects to load and store your data. Read permissions on system tables are required to validate the existence and structure of existing database objects.

You will need to grant the following privileges to the database user you wish to use for the App Connectors function:

Snowflake:

<body>
<blockquote>
<br>GRANT CREATE ON WAREHOUSE warehouse_name TO sisense_ingest;
<br>GRANT CREATE ON DATABASE database_name TO sisense_ingest;
</blockquote>
</body>

Redshift:

<body>
<blockquote>
<br>GRANT CREATE ON DATABASE database_name TO sisense_ingest;
<br>GRANT SELECT ON ALL TABLES IN SCHEMA information_schema TO sisense_ingest;
<br>GRANT SELECT ON ALL TABLES IN SCHEMA pg_catalog TO sisense_ingest;
</blockquote>
</body>


You can add the above permissions to the existing Warehouse Admin created for Data Engine, but Sisense recommends providing an additional user to perform the App Connectors function.This will ensure that one service account is not responsible for too many actions.

If you want to query the data imported into your warehouse using the Connectors feature, you must also grant query permissions on the newly-created schema and its tables to the read user. The name of the schema will be the Display Name of the connected Source. After the first replication job has been completed, run the following commands to grant permissions to query the schema from within Sisense:

Snowflake:

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<blockquote>
<br>GRANT USAGE ON SCHEMA database_name.schema_name TO ROLE sisense_read;
</blockquote>
</body>

Redshift:

<body>
<blockquote>
<br>GRANT USAGE ON SCHEMA schema_name TO sisense_read;
<br>GRANT SELECT ON ALL TABLES IN SCHEMA schema_name TO sisense_read;
</blockquote>
</body>


Note: The following IPs will need to be whitelisted for access to the destination database server:

  • 52.23.137.21/32
  • 52.204.223.208/32
  • 52.204.228.32/32
  • 52.204.230.227/32

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How to Setup Ingestion

Tables listed for the connector are available for replication into the warehouse.  To select a table for replication, click on the box to the left of the table’s name.


Once a table has been selected, a list of columns that are available for replication will appear under Selected for Replication. To select specific columns for replication, click on the box to the left of the column’s name. Once the desired tables and columns have been selected, click Save in the bottom right.

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To select an Update Interval, use the dropdown menu under Update Interval. Select the desired frequency for which the data should be replicated into the warehouse. 

The Anchor Time is the time at which the first ingestion will begin. Select an Anchor Time from the dropdown menu.

The Fetch Records Newer Than field indicates the date from which the replication of the data into the warehouse should begin.  Select the fetch records date by clicking into the Fetch Records Newer Than box.  Note:  The fetch records date will default to one year in the past if a date is not manually selected.

Save the Update Interval, Anchor Time, and Fetch Records Newer Than data by clicking Save in the lower right corner of the section.

Note: The selected Update Interval, Anchor Time, and Fetch Records Newer Than date will apply for all tables and columns within a Connector that have been selected for ingestion and replication. Tables and columns within a given Connector cannot have differing Update Intervals and/or Anchor Times and/or Fetch Records Newer Than dates

It will take a few minutes for the data to be replicated into the warehouse. After a few minutes, navigate to the Database Connections tab from the Settings menu.

Select the appropriate warehouse from the dropdown menu and click on the refresh icon next to the schema for the warehouse.

Once the schema has been refreshed, the source name that was entered when the Connector was set up will appear in the schema browser and data will now be queryable.

Note: To invest SLA policies & ticket forms as well as user & organization custom fields have specfic requirements:

  • To ingest SLA policies and ticket forms - or the sla_policies and ticket_forms tables - you need to be on an Enterprise or Professional Zendesk Support plan. To ingest ticket_forms on a Professional plan, you’ll also need to have the ticket forms add-on enabled in your Zendesk Support account. If you set either table to ingest and don’t meet the requirements listed above, this data will not be ingested into your warehouse.
  • To ingest custom fields for Users and Organizations - or the users and organizations tables - you need to be on an Enterprise, Professional, or Team Zendesk plan. If you set custom fields in the users or organizations tables to ingest and don’t meet the requirements listed above, this data will not be ingested into the warehouse.

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Reauthorize a Connector

In the event that changes have been made to the Zendesk account associated with the Zendesk Connector, the Connector will need to reauthorized.  To reauthorize an account, click Reauthorize in the Ingestion page with the appropriate Connector selected from the dropdown menu.

Similar to when setting up a new Connector, a second screen will open with a prompt to select the appropriate Zendesk account that is associated with the connector.

Click Allow once prompted to allow Sisense for Cloud Data Teams to access the Zendesk Account.

Once permissions are allowed, a screen will appear directing with information on how to navigate back to Sisense for Cloud Data Teams.  Either select closing to redirect back to the Connectors page, or wait as the window will automatically close in 5 seconds and redirect to the Connectors page.

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Suspend Ingestion for a Connector

In the event that replication for a Connector should be suspended, please select the Connector from the dropdown menu within the Ingestion page and toggle on Suspend Ingest from the Update Interval menu. Lastly, please click Save within this menu to save the changes made.

Note: It may be necessary to scroll within the menu to see this option.

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Delete a Connector

To delete a Connector, navigate to the App Connections page from the Settings menu and select the name of the Connector to be deleted from the dropdown menu.


Click Delete in the bottom left:

In the Delete Source window, follow the instructions provided by typing the name of the Connector to be deleted in the field provided.

Once the name of the Connector has been entered, the Delete button will become available. Click the Delete button to delete the Connector.


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Supported Connectors

Sisense for Cloud Data Teams currently supports the below Connectors:

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