From 7be19c95f063afcb029471bb913a70bc5b7d08b0 Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Fri, 18 Mar 2022 09:28:21 -0400 Subject: [PATCH 01/18] DOC-452 Vale updates, adding table headers --- .../catalog/cloud-apps/zendesk/index.md | 89 ++++++++++++++----- 1 file changed, 66 insertions(+), 23 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 6b5564c709..c4a5a4d717 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -6,7 +6,6 @@ id: 3hbak7a9 [Zendesk](https://www.zendesk.com/) is a customer service platform for enterprises, which provides a customer support platform that allows quicker and easier interaction between businesses and customers. -If you notice any gaps, outdated information or simply want to leave some feedback to help us improve our documentation, [let us know](https://segment.com/help/contact)! ## Getting Started @@ -14,60 +13,64 @@ If you notice any gaps, outdated information or simply want to leave some feedba 2. Choose Zendesk. -3. Give the Source a name and add any labels to help you organize and filter your sources. You can give the source any name, but Segment recommends a name that reflects the source itself, as this name autopopulates the schema name. For example, the source name `Zendesk` creates the schema `zendesk`. +3. Give the Source a name and add any labels to help you organize and filter your sources. You can give the source any name, but Segment recommends a name that reflects the source itself, as this name auto-populates the schema name. For example, the source name `Zendesk` creates the schema `zendesk`. - **Note**: You can add multiple instances if you have multiple Zendesk accounts. That's why we allow you to customize the source's nickname and schema name! + **Note**: You can add multiple instances if you have multiple Zendesk accounts. That's why Segment allows you to customize the source's nickname and schema name. -4. Enter your Zendesk subdomain. The subdomain you use to access your Zendesk portal (e.g. 'segment' for segment.zendesk.com) +4. Enter your Zendesk subdomain. The subdomain you use to access your Zendesk portal (for example 'segment' for segment.zendesk.com) **Note** If you enter `segment.zendesk.com` as a subdomain instead of just `segment`, Segment tries to access the host `segment.zendesk.com.zendesk.com` and you will get a credentials error. -5. Click **Authorize** to start Zendesk's OAuth process. Sign in and grant permissions, you'll be good to go! +5. Click **Authorize** to start Zendesk's OAuth process. Sign in and grant permissions, you'll be good to go. > success "" -> **Tip**: Segment uses the incremental export API from Zendesk, which requires Admin access. Make sure the user has Admin authorizations! +> **Tip**: Segment uses the incremental export API from Zendesk, which requires Admin access. Make sure the user has Admin authorizations. ### Rate Limits -The Zendesk source uses both Zendesk's [Core API](https://developer.zendesk.com/api-reference/) and [Incremental Exports API](https://developer.zendesk.com/rest_api/docs/core/incremental_export). The source's requests to the Incremental API do not count towards your Zendesk account's rate limits, but requests to the Core API do. By default, we cap our requests to Zendesk's Core API to a rate of 200 requests per minute to avoid triggering [Zendesk's Rate Limits](https://developer.zendesk.com/api-reference/ticketing/account-configuration/usage_limits/). If you'd like us to increase or decrease the request rate for your source, [let us know](https://segment.com/help/contact/), and we'll get it set up. We'll add support for this in the UI soon! +The Zendesk source uses both Zendesk's [Core API](https://developer.zendesk.com/api-reference/) and [Incremental Exports API](https://developer.zendesk.com/rest_api/docs/core/incremental_export). The source's requests to the Incremental API do not count towards your Zendesk account's rate limits, but requests to the Core API do. By default, Segment caps requests to Zendesk's Core API to a rate of 200 requests per minute to avoid triggering [Zendesk's Rate Limits](https://developer.zendesk.com/api-reference/ticketing/account-configuration/usage_limits/). If you'd like to increase or decrease the request rate for your source, [please reach out](https://segment.com/help/contact/). Support for this in the UI is in the works. ## Components ### Sync -The Zendesk source is built with a sync component, which means we'll make requests to their API on your behalf on a 3 hour interval to pull the latest data into Segment. In the initial sync, we'll grab all the Zendesk objects (and their corresponding properties) according to the Collections Table below. The objects will be written into a separate schema, corresponding to the source instance's schema name you designated upon creation (ie. `zendesk_prod.users`). +The Zendesk source is built with a sync component, which means Segment makes requests to their API on your behalf on a three hour interval to pull the latest data into Segment. In the initial sync, Segment grabs all the Zendesk objects (and their corresponding properties) according to the Collections Table below. The objects will be written into a separate schema, corresponding to the source instance's schema name you designated upon creation (like `zendesk_prod.users`). -Our sync component uses an upsert API, so the data in your warehouse loaded using sync will reflect the latest state of the corresponding resource in Zendesk. For example, if `ticket_status` goes from `open` to `closed` between syncs, on its next sync that tickets status will be `closed`. +The sync component uses an upsert API, so the data in your warehouse loaded using sync will reflect the latest state of the corresponding resource in Zendesk. For example, if `ticket_status` goes from `open` to `closed` between syncs, on its next sync that tickets status will be `closed`. -The source syncs and warehouse syncs are independent processes. Source runs pull your data into the Segment Hub, and warehouse runs flush that data to your warehouse. Sources will sync with Segment every 3 hours. Depending on your Warehouses plan, we will push the Source data to your warehouse on the interval associated with your billing plan. +The source syncs and warehouse syncs are independent processes. Source runs pull your data into the Segment Hub, and warehouse runs flush that data to your warehouse. Sources will sync with Segment every three hours. Depending on your Warehouses plan, Segment pushes the Source data to your warehouse on the interval associated with your billing plan. -At the moment, we don't support filtering which objects or properties get synced. If you're interested in this feature, [let us know](https://segment.com/help/contact/)! +At the moment, Segment doesn't support filtering which objects or properties get synced. If you're interested in this feature, [please reach out](https://segment.com/help/contact/). ## Collections -Collections are the groupings of resources we pull from your source. +Collections are the groupings of resources Segment pulls from your source. | Collection | Type | Description | | ------ | ------ | ------ | -| users | object | Zendesk Support has three types of users: end-users (your customers), agents, and administrators. End-users request support through tickets. Agents work in Zendesk Support to solve tickets. Agents can be divided into multiple groups and can also belong to multiple groups. Agents don't have access to administrative configuration in Zendesk Support such as business rules or automations, but can configure their own macros and views. Administrators have all the abilities of agents, plus administrative abilities. | +| users | object | Zendesk Support has three types of users: end-users (your customers), agents, and administrators. End-users request support through tickets. Agents work in Zendesk Support to solve tickets. Agents can be divided into multiple groups and can also belong to multiple groups. Agents don't have access to administrative configuration in Zendesk Support such as business rules or automation, but can configure their own macros and views. Administrators have all the abilities of agents, plus administrative abilities. | | groups | object | When support requests arrive in Zendesk, they can be assigned to a Group. Groups serve as the core element of ticket workflow; support agents are organized into Groups and tickets can be assigned to a Group only, or to an assigned agent within a Group. A ticket can never be assigned to an agent without also being assigned to a Group. | -| tickets | object | Tickets are the means through which your End-users (customers) communicate with Agents in Zendesk. **Note**: We pull all tickets updated (or created) in the last year to start by default. If you need more, just let us know and we'll do a run to pull further back in history. | +| tickets | object | Tickets are the means through which your End-users (customers) communicate with Agents in Zendesk. **Note**: Segment pulls all tickets updated (or created) in the last year to start by default. If you need more, reach out to Segment support. Support can do a run to pull further back in history. | | ticket_fields | object | Customize fields on the ticket form. | | activities | object | The activity stream is a per agent event stream. It will give access to the most recent events that relate to the agent polling the API. | | attachments | object | This API is for attachments in tickets and forum posts in the Web portal. | | organizations | object | Just as agents can be segmented into groups in Zendesk, your customers (end-users) can be segmented into organizations. | -| ticket_events | events | Returns a stream of changes that occurred on tickets. Each event is tied to an update on a ticket and contains all the fields that were updated in that change. **Note**: We pull 1 year of ticket events to start by default. If you need more, just let us know and we'll do a run to pull further back in history.| +| ticket_events | events | Returns a stream of changes that occurred on tickets. Each event is tied to an update on a ticket and contains all the fields that were updated in that change. **Note**: Segment pulls one year of ticket events to start by default. If you need more, reach out to Segment support. Support can do a run to pull further back in history. | | ticket_metrics | object | All kinds of aggregate metrics about a ticket | | satisfaction_ratings | object | If you have enabled satisfaction ratings for your account, this end point allows you to quickly retrieve all ratings. | -| ticket_comments | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact us]https://segment.com/help/contact/. | +| ticket_comments | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support]https://segment.com/help/contact/. | -In your warehouse, each collection gets its own table. Find below a list of the properties we automatically fetch for each collection. -**Note** The list in this document includes the standard properties only, but doesn't include _your_ custom fields. (Don't worry, they'll be there in your warehouse!) +In your warehouse, each collection gets its own table. Find below a list of the properties Segment automatically fetches for each collection. +**Note** The list in this document includes the standard properties only, but doesn't include _your_ custom fields. (Don't worry, they'll be there in your warehouse.) ### groups + + + + @@ -100,13 +103,17 @@ In your warehouse, each collection gets its own table. Find below a list of the ### users
PropertyDescription
id Automatically assigned when creating groups.
+ + + + - + @@ -228,6 +235,10 @@ In your warehouse, each collection gets its own table. Find below a list of the ### tickets
PropertyDescription
id Automatically assigned when the user is created.
url We set the "url" field users see in their Warehouse to equal the "id" from Zendesk, rather than the "url" field. Segment sets the "url" field users see in their Warehouse to equal the "id" from Zendesk, rather than the "url" field.
name
+ + + + @@ -282,7 +293,7 @@ In your warehouse, each collection gets its own table. Find below a list of the - + @@ -332,6 +343,10 @@ In your warehouse, each collection gets its own table. Find below a list of the ### ticket_fields
PropertyDescription
id Automatically assigned when the ticket is created.
organization_id The organization of the requester. You can only specify the ID of an organization associated with the requestert. The organization of the requester. You can only specify the ID of an organization associated with the requester.
group_id
+ + + + @@ -427,6 +442,10 @@ In your warehouse, each collection gets its own table. Find below a list of the ### ticket_metrics
PropertyDescription
id Automatically assigned upon creation.
+ + + + @@ -541,6 +560,10 @@ In your warehouse, each collection gets its own table. Find below a list of the ### ticket_events
PropertyDescription
id Automatically assigned.
+ + + + @@ -567,11 +590,11 @@ In your warehouse, each collection gets its own table. Find below a list of the - + - + @@ -593,6 +616,10 @@ In your warehouse, each collection gets its own table. Find below a list of the ### activities
PropertyDescription
id Automatically assigned.
context_client Refers to the "client" used to submit this ticket change (i.e. browser name and type). Refers to the "client" used to submit this ticket change (for example, browser name and type).
context_location Plain text name of where the request was made, if available (i.e. country, city). Plain text name of where the request was made, if available (for example, country, city).
context_latitude
+ + + + @@ -621,6 +648,10 @@ In your warehouse, each collection gets its own table. Find below a list of the ### attachments
PropertyDescription
id Automatically assigned upon creation.
+ + + + @@ -653,6 +684,10 @@ In your warehouse, each collection gets its own table. Find below a list of the ### organizations
PropertyDescription
id Automatically assigned upon creation.
+ + + + @@ -671,7 +706,7 @@ In your warehouse, each collection gets its own table. Find below a list of the - + @@ -705,6 +740,10 @@ In your warehouse, each collection gets its own table. Find below a list of the ### satisfaction_ratings
PropertyDescription
id Automatically assigned when the organization is created.
details Any details obout the organization, such as the address. Any details about the organization, such as the address.
notes
+ + + + @@ -748,6 +787,10 @@ In your warehouse, each collection gets its own table. Find below a list of the ### ticket_comments
PropertyDescription
id Automatically assigned when the organization is created.
+ + + + From 99365233572f48d720d2fe2ca7ef694aedf0360e Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Fri, 18 Mar 2022 11:55:24 -0400 Subject: [PATCH 02/18] DOC-452 Updating collections table, adding tables for each new collection --- .../catalog/cloud-apps/zendesk/index.md | 263 ++++++++++++++++-- 1 file changed, 245 insertions(+), 18 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index c4a5a4d717..32cf7711cc 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -61,9 +61,16 @@ Collections are the groupings of resources Segment pulls from your source. | ticket_metrics | object | All kinds of aggregate metrics about a ticket | | satisfaction_ratings | object | If you have enabled satisfaction ratings for your account, this end point allows you to quickly retrieve all ratings. | | ticket_comments | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support]https://segment.com/help/contact/. | +| ticket_forms | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support]https://segment.com/help/contact/. | +| audit_logs | events | The audit log shows various changes in your instance of Zendesk since the account was created. **Note**: This collection is not included by default. To request it, [contact Segment support]https://segment.com/help/contact/. | +| organization_memberships | object | A membership links a user to an organization. Organizations can have many users. Users can be in many organizations if the account supports multiple organizations. You can use the API to list users in an organization, and reassign organization members. | +| group_memberships | object | A membership links an agent to a group. Groups can have many agents, as agents can be in many groups. You can use the API to list what agents are in which groups, and reassign group members. | +| ticket_skips | events | A skip is a record of when an agent skips over a ticket without responding to the end user. | In your warehouse, each collection gets its own table. Find below a list of the properties Segment automatically fetches for each collection. -**Note** The list in this document includes the standard properties only, but doesn't include _your_ custom fields. (Don't worry, they'll be there in your warehouse.) + +> note "Standard properties" +> The list in this document includes the standard properties only, but doesn't include _your_ custom fields. (Don't worry, they'll be there in your warehouse.) ### groups
PropertyDescription
id Automatically assigned when the comment is created.
@@ -141,7 +148,7 @@ In your warehouse, each collection gets its own table. Find below a list of the - + @@ -153,7 +160,7 @@ In your warehouse, each collection gets its own table. Find below a list of the - + @@ -249,7 +256,7 @@ In your warehouse, each collection gets its own table. Find below a list of the - + @@ -301,7 +308,7 @@ In your warehouse, each collection gets its own table. Find below a list of the - + @@ -325,7 +332,7 @@ In your warehouse, each collection gets its own table. Find below a list of the - + @@ -339,6 +346,10 @@ In your warehouse, each collection gets its own table. Find below a list of the + + + +
organization_id The id of the organization this user is associated with. The ID of the organization this user is associated with.
role
external_id A unique identifier from another system. The API treats the id as case insensitive. Example: ian1 and Ian1 are the same user. A unique identifier from another system. The API treats the ID as case insensitive. Example: ian1 and Ian1 are the same user.
alias
external_id An id you can use to link Zendesk Support tickets to local records. An ID you can use to link Zendesk Support tickets to local records.
type
collaborator_ids The ids of users currently cc'ed on the ticket. The IDs of users currently cc'ed on the ticket.
forum_topic_id
sharing_agreement_ids The ids of the sharing agreements used for this ticket. The IDs of the sharing agreements used for this ticket.
created_atreceived_at This timestamp is added to incoming messages as soon as they hit Segment API.
ticket_form_idThe ID of the ticket form to render for the ticket (Enterprise only).
### ticket_fields @@ -397,7 +408,7 @@ In your warehouse, each collection gets its own table. Find below a list of the regexp_for_validation - Regular expression field only. The validation pattern for a field value to be deemed valid.. + Regular expression field only. The validation pattern for a field value to be deemed valid. title_in_portal @@ -452,7 +463,7 @@ In your warehouse, each collection gets its own table. Find below a list of the ticket_id - Id of the associated ticket. + ID of the associated ticket. group_stations @@ -574,7 +585,7 @@ In your warehouse, each collection gets its own table. Find below a list of the ticket_id - Id of the associated ticket. + ID of the associated ticket. timestamp @@ -582,7 +593,7 @@ In your warehouse, each collection gets its own table. Find below a list of the updater_id - Id of the user who updated the ticket. + ID of the user who updated the ticket. ticket_event_via @@ -694,7 +705,7 @@ In your warehouse, each collection gets its own table. Find below a list of the external_id - A unique external id to associate organizations to an external record. + A unique external ID to associate organizations to an external record. url @@ -753,19 +764,19 @@ In your warehouse, each collection gets its own table. Find below a list of the assignee_id - The id of agent assigned to at the time of rating. + The ID of agent assigned to at the time of rating. group_id - The id of group assigned to at the time of rating. + The ID of group assigned to at the time of rating. requester_id - The id of ticket requester submitting the rating. + The ID of ticket requester submitting the rating. ticket_id - The id of ticket being rated. + The ID of ticket being rated. score @@ -800,7 +811,7 @@ In your warehouse, each collection gets its own table. Find below a list of the ticket_id - The id of ticket being commented. + The ID of ticket being commented. type @@ -816,7 +827,7 @@ In your warehouse, each collection gets its own table. Find below a list of the author_id - The id of the comment author. + The ID of the comment author. via @@ -832,5 +843,221 @@ In your warehouse, each collection gets its own table. Find below a list of the +### ticket_forms + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + +
PropertyDescription
idAutomatically assigned when creating groups.
activeShows if the form is set as active.
end_user_visibleShows if the form is visible to the end user.
nameThe name of the form.
restricted_brand_idsIDs of all brands that this ticket form is restricted to.
ticket_field_idsIDs of all ticket fields which are in this ticket form.
updated_atThe time of the last update of the ticket form.
url The API url of this ticket.
created_atThe time the ticket form was created.
display_nameThe name of the form that is displayed to the end user.
in_all_brandsShows if the form is available for use in all brands on this account.
positionThe position of this form among other forms in the account (for example, dropdown)
raw_display_nameThe dynamic content placeholder (if available,) or the "display_name" value, if the dynamic content placeholder is unavailable.
raw_nameThe dynamic content placeholder (if available,) or the "name" value, if the dynamic content placeholder is unavailable.
defaultShows if this form is the default form for this account.
+ +### audit_logs + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + +
PropertyDescription
idAutomatically assigned when creating groups.
url The API url of this ticket.
created_atThe time the audit got created.
actor_idThe ID of the user creating the ticket
source_idThe ID of the item being audited.
source_typeThe item type being audited.
source_labelThe name of the item being audited.
actionThe action a user performed. Either "login", "create", "update", or "destroy".
change_descriptionThe description of the change that occurred.
ip_addressThe IP address of the user performing the audit.
action_labelA localized string of action field.
+ +### organization_memberships + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + +
PropertyDescription
idAutomatically assigned when creating groups.
url The API url of this ticket.
user_idThe ID of the user who has this organization membership.
organization_idthe ID of the organization associated with this user.
created_atWhen this record was created.
updated_atWhen this record was last updated.
organization_nameThe name of the organization associated with this user.
+ +### group_memberships + + + + + + + + + + + + + + + + + + + + + + + + + + + + + +
PropertyDescription
id Automatically assigned when creating groups.
url The API url of this group.
created_at The time the group was created.
group_id The ID of the group assigned to at the time of rating.
updated_at The time of the last update of the group.
user_id The ID of an agent.
+ +### ticket_skips + + + + + + + + + + + + + + + + + + + + + + + + + +
PropertyDescription
idAutomatically assigned when creating groups.
user_idID of the skipping agent.
reasonReason for skipping the ticket.
created_atTime the skip was created.
updated_atTime the skip was last updated.
+ ## Adding Destinations -Currently only Warehouses are supported for object-cloud sources +Currently only Warehouses are supported for object-cloud sources. From f2c65ec1f55d9df47b02304a036eb36d27dbe1b1 Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Fri, 18 Mar 2022 14:07:45 -0400 Subject: [PATCH 03/18] DOC-452 Fixing links --- .../sources/catalog/cloud-apps/zendesk/index.md | 8 ++++---- 1 file changed, 4 insertions(+), 4 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 32cf7711cc..cc13a96fd7 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -57,12 +57,12 @@ Collections are the groupings of resources Segment pulls from your source. | activities | object | The activity stream is a per agent event stream. It will give access to the most recent events that relate to the agent polling the API. | | attachments | object | This API is for attachments in tickets and forum posts in the Web portal. | | organizations | object | Just as agents can be segmented into groups in Zendesk, your customers (end-users) can be segmented into organizations. | -| ticket_events | events | Returns a stream of changes that occurred on tickets. Each event is tied to an update on a ticket and contains all the fields that were updated in that change. **Note**: Segment pulls one year of ticket events to start by default. If you need more, reach out to Segment support. Support can do a run to pull further back in history. | +| ticket_events | events | Returns a stream of changes that occurred on tickets. Each event is tied to an update on a ticket and contains all the fields that were updated in that change. **Note**: Segment pulls one year of ticket events to start by default. If you need more, reach out to [Segment support](https://segment.com/help/contact/). Support can do a run to pull further back in history. | | ticket_metrics | object | All kinds of aggregate metrics about a ticket | | satisfaction_ratings | object | If you have enabled satisfaction ratings for your account, this end point allows you to quickly retrieve all ratings. | -| ticket_comments | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support]https://segment.com/help/contact/. | -| ticket_forms | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support]https://segment.com/help/contact/. | -| audit_logs | events | The audit log shows various changes in your instance of Zendesk since the account was created. **Note**: This collection is not included by default. To request it, [contact Segment support]https://segment.com/help/contact/. | +| ticket_comments | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | +| ticket_forms | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | +| audit_logs | events | The audit log shows various changes in your instance of Zendesk since the account was created. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | | organization_memberships | object | A membership links a user to an organization. Organizations can have many users. Users can be in many organizations if the account supports multiple organizations. You can use the API to list users in an organization, and reassign organization members. | | group_memberships | object | A membership links an agent to a group. Groups can have many agents, as agents can be in many groups. You can use the API to list what agents are in which groups, and reassign group members. | | ticket_skips | events | A skip is a record of when an agent skips over a ticket without responding to the end user. | From eb582a5f3aca2b76ad73f8e9d49eee51d3a2d50a Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Mon, 21 Mar 2022 10:49:00 -0400 Subject: [PATCH 04/18] Updating the type for two new collections DOC-452 --- src/connections/sources/catalog/cloud-apps/zendesk/index.md | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index cc13a96fd7..6a67779d8d 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -62,10 +62,10 @@ Collections are the groupings of resources Segment pulls from your source. | satisfaction_ratings | object | If you have enabled satisfaction ratings for your account, this end point allows you to quickly retrieve all ratings. | | ticket_comments | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | | ticket_forms | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | -| audit_logs | events | The audit log shows various changes in your instance of Zendesk since the account was created. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | +| audit_logs | object | The audit log shows various changes in your instance of Zendesk since the account was created. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | | organization_memberships | object | A membership links a user to an organization. Organizations can have many users. Users can be in many organizations if the account supports multiple organizations. You can use the API to list users in an organization, and reassign organization members. | | group_memberships | object | A membership links an agent to a group. Groups can have many agents, as agents can be in many groups. You can use the API to list what agents are in which groups, and reassign group members. | -| ticket_skips | events | A skip is a record of when an agent skips over a ticket without responding to the end user. | +| ticket_skips | object | A skip is a record of when an agent skips over a ticket without responding to the end user. | In your warehouse, each collection gets its own table. Find below a list of the properties Segment automatically fetches for each collection. From 8b086a1e0f33605ebc6134448e7d15b0e8c12828 Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Mon, 21 Mar 2022 12:32:43 -0400 Subject: [PATCH 05/18] DOC-453 Updating the order of new properties, linking the property in the table to each collection --- .../catalog/cloud-apps/zendesk/index.md | 121 +++++++++--------- 1 file changed, 61 insertions(+), 60 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 6a67779d8d..8eb61c2241 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -50,22 +50,23 @@ Collections are the groupings of resources Segment pulls from your source. | Collection | Type | Description | | ------ | ------ | ------ | -| users | object | Zendesk Support has three types of users: end-users (your customers), agents, and administrators. End-users request support through tickets. Agents work in Zendesk Support to solve tickets. Agents can be divided into multiple groups and can also belong to multiple groups. Agents don't have access to administrative configuration in Zendesk Support such as business rules or automation, but can configure their own macros and views. Administrators have all the abilities of agents, plus administrative abilities. | -| groups | object | When support requests arrive in Zendesk, they can be assigned to a Group. Groups serve as the core element of ticket workflow; support agents are organized into Groups and tickets can be assigned to a Group only, or to an assigned agent within a Group. A ticket can never be assigned to an agent without also being assigned to a Group. | -| tickets | object | Tickets are the means through which your End-users (customers) communicate with Agents in Zendesk. **Note**: Segment pulls all tickets updated (or created) in the last year to start by default. If you need more, reach out to Segment support. Support can do a run to pull further back in history. | -| ticket_fields | object | Customize fields on the ticket form. | -| activities | object | The activity stream is a per agent event stream. It will give access to the most recent events that relate to the agent polling the API. | -| attachments | object | This API is for attachments in tickets and forum posts in the Web portal. | -| organizations | object | Just as agents can be segmented into groups in Zendesk, your customers (end-users) can be segmented into organizations. | -| ticket_events | events | Returns a stream of changes that occurred on tickets. Each event is tied to an update on a ticket and contains all the fields that were updated in that change. **Note**: Segment pulls one year of ticket events to start by default. If you need more, reach out to [Segment support](https://segment.com/help/contact/). Support can do a run to pull further back in history. | -| ticket_metrics | object | All kinds of aggregate metrics about a ticket | -| satisfaction_ratings | object | If you have enabled satisfaction ratings for your account, this end point allows you to quickly retrieve all ratings. | -| ticket_comments | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | -| ticket_forms | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | -| audit_logs | object | The audit log shows various changes in your instance of Zendesk since the account was created. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | -| organization_memberships | object | A membership links a user to an organization. Organizations can have many users. Users can be in many organizations if the account supports multiple organizations. You can use the API to list users in an organization, and reassign organization members. | -| group_memberships | object | A membership links an agent to a group. Groups can have many agents, as agents can be in many groups. You can use the API to list what agents are in which groups, and reassign group members. | -| ticket_skips | object | A skip is a record of when an agent skips over a ticket without responding to the end user. | +| [users](#users) | object | Zendesk Support has three types of users: end-users (your customers), agents, and administrators. End-users request support through tickets. Agents work in Zendesk Support to solve tickets. Agents can be divided into multiple groups and can also belong to multiple groups. Agents don't have access to administrative configuration in Zendesk Support such as business rules or automation, but can configure their own macros and views. Administrators have all the abilities of agents, plus administrative abilities. | +| [groups](#groups) | object | When support requests arrive in Zendesk, they can be assigned to a Group. Groups serve as the core element of ticket workflow; support agents are organized into Groups and tickets can be assigned to a Group only, or to an assigned agent within a Group. A ticket can never be assigned to an agent without also being assigned to a Group. | +| [tickets](#tickets) | object | Tickets are the means through which your End-users (customers) communicate with Agents in Zendesk. **Note**: Segment pulls all tickets updated (or created) in the last year to start by default. If you need more, reach out to Segment support. Support can do a run to pull further back in history. | +| [ticket_fields](#ticketfields) | object | Customize fields on the ticket form. | +| [activities](#activities) | object | The activity stream is a per agent event stream. It will give access to the most recent events that relate to the agent polling the API. | +| [attachments](#activities) | object | This API is for attachments in tickets and forum posts in the Web portal. | +| [organizations](#organizations) | object | Just as agents can be segmented into groups in Zendesk, your customers (end-users) can be segmented into organizations. | +| [ticket_events](#ticketevents) | events | Returns a stream of changes that occurred on tickets. Each event is tied to an update on a ticket and contains all the fields that were updated in that change. **Note**: Segment pulls one year of ticket events to start by default. If you need more, reach out to [Segment support](https://segment.com/help/contact/). Support can do a run to pull further back in history. | +| [ticket_metrics](#ticketmetrics) | object | All kinds of aggregate metrics about a ticket | +| [satisfaction_ratings](#satisfactionratings) | object | If you have enabled satisfaction ratings for your account, this end point allows you to quickly retrieve all ratings. | +| [ticket_comments](#ticketcomments) | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | +| [ticket_forms](#ticketforms) | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | +| [ticket_skips](#ticketskips) | object | A skip is a record of when an agent skips over a ticket without responding to the end user. | +| [organization_memberships](#organizationmemberships) | object | A membership links a user to an organization. Organizations can have many users. Users can be in many organizations if the account supports multiple organizations. You can use the API to list users in an organization, and reassign organization members. | +| [group_memberships](#groupmemberships) | object | A membership links an agent to a group. Groups can have many agents, as agents can be in many groups. You can use the API to list what agents are in which groups, and reassign group members. | +| [audit_logs](#auditlogs) | object | The audit log shows various changes in your instance of Zendesk since the account was created. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | + In your warehouse, each collection gets its own table. Find below a list of the properties Segment automatically fetches for each collection. @@ -911,7 +912,7 @@ In your warehouse, each collection gets its own table. Find below a list of the -### audit_logs +### ticket_skips @@ -919,47 +920,23 @@ In your warehouse, each collection gets its own table. Find below a list of the - - - - - - - - - - - - - - - - - - - - - - - - - + - - + + - - + + - - + + - - + +
Property
idAutomatically assigned when creating groups.
url The API url of this ticket.
created_atThe time the audit got created.
actor_idThe ID of the user creating the ticket
source_idThe ID of the item being audited.
source_typeThe item type being audited.
source_labelThe name of the item being audited.Automatically assigned when creating groups.
actionThe action a user performed. Either "login", "create", "update", or "destroy".user_idID of the skipping agent.
change_descriptionThe description of the change that occurred.reasonReason for skipping the ticket.
ip_addressThe IP address of the user performing the audit.created_atTime the skip was created.
action_labelA localized string of action field.updated_atTime the skip was last updated.
@@ -1031,7 +1008,7 @@ In your warehouse, each collection gets its own table. Find below a list of the -### ticket_skips +### audit_logs @@ -1039,23 +1016,47 @@ In your warehouse, each collection gets its own table. Find below a list of the - + - - + + - - + + - - + + - - + + + + + + + + + + + + + + + + + + + + + + + + + +
Property
idAutomatically assigned when creating groups.Automatically assigned when creating groups.
user_idID of the skipping agent.url The API url of this ticket.
reasonReason for skipping the ticket.created_atThe time the audit got created.
created_atTime the skip was created.actor_idThe ID of the user creating the ticket
updated_atTime the skip was last updated.source_idThe ID of the item being audited.
source_typeThe item type being audited.
source_labelThe name of the item being audited.
actionThe action a user performed. Either "login", "create", "update", or "destroy".
change_descriptionThe description of the change that occurred.
ip_addressThe IP address of the user performing the audit.
action_labelA localized string of action field.
From 8cd0bdd14efe6be92403686da05af2cef8926b35 Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Tue, 22 Mar 2022 08:30:26 -0400 Subject: [PATCH 06/18] DOC-452 Removing mystery property --- src/connections/sources/catalog/cloud-apps/zendesk/index.md | 6 +----- 1 file changed, 1 insertion(+), 5 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 8eb61c2241..84c1048903 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -13,7 +13,7 @@ id: 3hbak7a9 2. Choose Zendesk. -3. Give the Source a name and add any labels to help you organize and filter your sources. You can give the source any name, but Segment recommends a name that reflects the source itself, as this name auto-populates the schema name. For example, the source name `Zendesk` creates the schema `zendesk`. +3. Give the Source a name and add any labels to help you organize and filter your sources. You can give the source any name, but Segment recommends a name that reflects the source itself, as this name auto-populates the schema name. For example, the source name `Zendesk` creates the schema `zendesk`. **Note**: You can add multiple instances if you have multiple Zendesk accounts. That's why Segment allows you to customize the source's nickname and schema name. @@ -620,10 +620,6 @@ In your warehouse, each collection gets its own table. Find below a list of the via How the event was created. - - via_reference_id - - ### activities From 9684a7251955e63007cb11fd2fb01588f0ea097b Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Tue, 22 Mar 2022 08:38:20 -0400 Subject: [PATCH 07/18] [netlify-build] --- src/connections/sources/catalog/cloud-apps/zendesk/index.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 84c1048903..1f0f26935c 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -1057,4 +1057,4 @@ In your warehouse, each collection gets its own table. Find below a list of the ## Adding Destinations -Currently only Warehouses are supported for object-cloud sources. +Currently only Warehouses are supported for object-cloud sources. \ No newline at end of file From a83773230793761f3b182ee76b7481004129f5a4 Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Tue, 22 Mar 2022 09:41:11 -0400 Subject: [PATCH 08/18] DOC-452 Fixing HTML weirdness [netlify-build] --- .../catalog/cloud-apps/zendesk/index.md | 29 +++++++++++-------- 1 file changed, 17 insertions(+), 12 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 1f0f26935c..247f0c427d 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -53,19 +53,19 @@ Collections are the groupings of resources Segment pulls from your source. | [users](#users) | object | Zendesk Support has three types of users: end-users (your customers), agents, and administrators. End-users request support through tickets. Agents work in Zendesk Support to solve tickets. Agents can be divided into multiple groups and can also belong to multiple groups. Agents don't have access to administrative configuration in Zendesk Support such as business rules or automation, but can configure their own macros and views. Administrators have all the abilities of agents, plus administrative abilities. | | [groups](#groups) | object | When support requests arrive in Zendesk, they can be assigned to a Group. Groups serve as the core element of ticket workflow; support agents are organized into Groups and tickets can be assigned to a Group only, or to an assigned agent within a Group. A ticket can never be assigned to an agent without also being assigned to a Group. | | [tickets](#tickets) | object | Tickets are the means through which your End-users (customers) communicate with Agents in Zendesk. **Note**: Segment pulls all tickets updated (or created) in the last year to start by default. If you need more, reach out to Segment support. Support can do a run to pull further back in history. | -| [ticket_fields](#ticketfields) | object | Customize fields on the ticket form. | +| [ticket_fields](#ticket_fields) | object | Customize fields on the ticket form. | | [activities](#activities) | object | The activity stream is a per agent event stream. It will give access to the most recent events that relate to the agent polling the API. | | [attachments](#activities) | object | This API is for attachments in tickets and forum posts in the Web portal. | | [organizations](#organizations) | object | Just as agents can be segmented into groups in Zendesk, your customers (end-users) can be segmented into organizations. | -| [ticket_events](#ticketevents) | events | Returns a stream of changes that occurred on tickets. Each event is tied to an update on a ticket and contains all the fields that were updated in that change. **Note**: Segment pulls one year of ticket events to start by default. If you need more, reach out to [Segment support](https://segment.com/help/contact/). Support can do a run to pull further back in history. | -| [ticket_metrics](#ticketmetrics) | object | All kinds of aggregate metrics about a ticket | -| [satisfaction_ratings](#satisfactionratings) | object | If you have enabled satisfaction ratings for your account, this end point allows you to quickly retrieve all ratings. | -| [ticket_comments](#ticketcomments) | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | -| [ticket_forms](#ticketforms) | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | -| [ticket_skips](#ticketskips) | object | A skip is a record of when an agent skips over a ticket without responding to the end user. | -| [organization_memberships](#organizationmemberships) | object | A membership links a user to an organization. Organizations can have many users. Users can be in many organizations if the account supports multiple organizations. You can use the API to list users in an organization, and reassign organization members. | -| [group_memberships](#groupmemberships) | object | A membership links an agent to a group. Groups can have many agents, as agents can be in many groups. You can use the API to list what agents are in which groups, and reassign group members. | -| [audit_logs](#auditlogs) | object | The audit log shows various changes in your instance of Zendesk since the account was created. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | +| [ticket_events](#ticket_events) | events | Returns a stream of changes that occurred on tickets. Each event is tied to an update on a ticket and contains all the fields that were updated in that change. **Note**: Segment pulls one year of ticket events to start by default. If you need more, reach out to [Segment support](https://segment.com/help/contact/). Support can do a run to pull further back in history. | +| [ticket_metrics](#ticket_metrics) | object | All kinds of aggregate metrics about a ticket | +| [satisfaction_ratings](#satisfaction_ratings) | object | If you have enabled satisfaction ratings for your account, this end point allows you to quickly retrieve all ratings. | +| [ticket_comments](#ticket_comments) | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | +| [ticket_forms](#ticket_forms) | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | +| [ticket_skips](#ticket_skips) | object | A skip is a record of when an agent skips over a ticket without responding to the end user. | +| [organization_memberships](#organization_memberships) | object | A membership links a user to an organization. Organizations can have many users. Users can be in many organizations if the account supports multiple organizations. You can use the API to list users in an organization, and reassign organization members. | +| [group_memberships](#group_memberships) | object | A membership links an agent to a group. Groups can have many agents, as agents can be in many groups. You can use the API to list what agents are in which groups, and reassign group members. | +| [audit_logs](#audit_logs) | object | The audit log shows various changes in your instance of Zendesk since the account was created. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | In your warehouse, each collection gets its own table. Find below a list of the properties Segment automatically fetches for each collection. @@ -439,6 +439,7 @@ In your warehouse, each collection gets its own table. Find below a list of the removable If this field is not a system basic field that must be present for all tickets on the account. + created_at The time the ticket field was created. @@ -538,6 +539,7 @@ In your warehouse, each collection gets its own table. Find below a list of the updated_at When this record last got updated. + assignee_updated_at When the assignee last updated the ticket. @@ -554,10 +556,11 @@ In your warehouse, each collection gets its own table. Find below a list of the When the ticket was initially assigned. - assigned_at + assigned_at When the ticket was last assigned. - solved_at + + solved_at When the ticket was solved. @@ -756,6 +759,7 @@ In your warehouse, each collection gets its own table. Find below a list of the id Automatically assigned when the organization is created. + url The API url of this rating. @@ -803,6 +807,7 @@ In your warehouse, each collection gets its own table. Find below a list of the id Automatically assigned when the comment is created. + ticket_event_id Automatically assigned when the comment is created. From 262d50e1f8a69e9e5e5327adc72ab1231c4742e1 Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Tue, 22 Mar 2022 10:48:28 -0400 Subject: [PATCH 09/18] DOC-452 Making changes requested by PM [netlify-build] --- src/connections/sources/catalog/cloud-apps/zendesk/index.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 247f0c427d..430f6ef44b 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -61,7 +61,7 @@ Collections are the groupings of resources Segment pulls from your source. | [ticket_metrics](#ticket_metrics) | object | All kinds of aggregate metrics about a ticket | | [satisfaction_ratings](#satisfaction_ratings) | object | If you have enabled satisfaction ratings for your account, this end point allows you to quickly retrieve all ratings. | | [ticket_comments](#ticket_comments) | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | -| [ticket_forms](#ticket_forms) | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | +| [ticket_forms](#ticket_forms) | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. | | [ticket_skips](#ticket_skips) | object | A skip is a record of when an agent skips over a ticket without responding to the end user. | | [organization_memberships](#organization_memberships) | object | A membership links a user to an organization. Organizations can have many users. Users can be in many organizations if the account supports multiple organizations. You can use the API to list users in an organization, and reassign organization members. | | [group_memberships](#group_memberships) | object | A membership links an agent to a group. Groups can have many agents, as agents can be in many groups. You can use the API to list what agents are in which groups, and reassign group members. | From f745d9ac17b0a6feb3554b3373039b9118e7adf5 Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Tue, 22 Mar 2022 11:14:45 -0400 Subject: [PATCH 10/18] DOC-452 Fixing duplicate description [netlify-build] --- src/connections/sources/catalog/cloud-apps/zendesk/index.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 430f6ef44b..a85975e611 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -61,7 +61,7 @@ Collections are the groupings of resources Segment pulls from your source. | [ticket_metrics](#ticket_metrics) | object | All kinds of aggregate metrics about a ticket | | [satisfaction_ratings](#satisfaction_ratings) | object | If you have enabled satisfaction ratings for your account, this end point allows you to quickly retrieve all ratings. | | [ticket_comments](#ticket_comments) | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | -| [ticket_forms](#ticket_forms) | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. | +| [ticket_forms](#ticket_forms) | object | Ticket forms allow an admin to define a subset of ticket fields for display to both agents and end users. | | [ticket_skips](#ticket_skips) | object | A skip is a record of when an agent skips over a ticket without responding to the end user. | | [organization_memberships](#organization_memberships) | object | A membership links a user to an organization. Organizations can have many users. Users can be in many organizations if the account supports multiple organizations. You can use the API to list users in an organization, and reassign organization members. | | [group_memberships](#group_memberships) | object | A membership links an agent to a group. Groups can have many agents, as agents can be in many groups. You can use the API to list what agents are in which groups, and reassign group members. | From f74634f4042780ebc4eff7e6e03460cc598acfe4 Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Wed, 23 Mar 2022 08:38:15 -0400 Subject: [PATCH 11/18] Apply suggestions from code review [netlify-build] Co-authored-by: stayseesong <83784848+stayseesong@users.noreply.github.com> --- .../catalog/cloud-apps/zendesk/index.md | 52 +++++++++---------- 1 file changed, 26 insertions(+), 26 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index a85975e611..089e1cd761 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -9,17 +9,17 @@ id: 3hbak7a9 ## Getting Started -1. From your workspace's `sources` page, click `add source`. +1. Go to **Connections > Sources** and click **Add Source** in the Segment app. -2. Choose Zendesk. +2. Search for **Zendesk** in the Sources Catalog and click **Add Source**. 3. Give the Source a name and add any labels to help you organize and filter your sources. You can give the source any name, but Segment recommends a name that reflects the source itself, as this name auto-populates the schema name. For example, the source name `Zendesk` creates the schema `zendesk`. - **Note**: You can add multiple instances if you have multiple Zendesk accounts. That's why Segment allows you to customize the source's nickname and schema name. + * **Note**: You can add multiple instances if you have multiple Zendesk accounts. That's why Segment allows you to customize the source's nickname and schema name. 4. Enter your Zendesk subdomain. The subdomain you use to access your Zendesk portal (for example 'segment' for segment.zendesk.com) - **Note** If you enter `segment.zendesk.com` as a subdomain instead of just `segment`, Segment tries to access the host `segment.zendesk.com.zendesk.com` and you will get a credentials error. + * **Note:** If you enter `segment.zendesk.com` as a subdomain instead of just `segment`, Segment tries to access the host `segment.zendesk.com.zendesk.com` and you will get a credentials error. 5. Click **Authorize** to start Zendesk's OAuth process. Sign in and grant permissions, you'll be good to go. @@ -29,17 +29,17 @@ id: 3hbak7a9 ### Rate Limits -The Zendesk source uses both Zendesk's [Core API](https://developer.zendesk.com/api-reference/) and [Incremental Exports API](https://developer.zendesk.com/rest_api/docs/core/incremental_export). The source's requests to the Incremental API do not count towards your Zendesk account's rate limits, but requests to the Core API do. By default, Segment caps requests to Zendesk's Core API to a rate of 200 requests per minute to avoid triggering [Zendesk's Rate Limits](https://developer.zendesk.com/api-reference/ticketing/account-configuration/usage_limits/). If you'd like to increase or decrease the request rate for your source, [please reach out](https://segment.com/help/contact/). Support for this in the UI is in the works. +The Zendesk source uses both Zendesk's [Core API](https://developer.zendesk.com/api-reference/){:target="_blank"} and [Incremental Exports API](https://developer.zendesk.com/rest_api/docs/core/incremental_export){:target="_blank"}. The source's requests to the Incremental API don't count towards your Zendesk account's rate limits, but requests to the Core API do. By default, Segment caps requests to Zendesk's Core API to a rate of 200 requests per minute to avoid triggering [Zendesk's Rate Limits](https://developer.zendesk.com/api-reference/ticketing/account-configuration/usage_limits/){:target="_blank"}. If you'd like to increase or decrease the request rate for your source, [please reach out](https://segment.com/help/contact/). Support for this in the UI is in the works. ## Components ### Sync -The Zendesk source is built with a sync component, which means Segment makes requests to their API on your behalf on a three hour interval to pull the latest data into Segment. In the initial sync, Segment grabs all the Zendesk objects (and their corresponding properties) according to the Collections Table below. The objects will be written into a separate schema, corresponding to the source instance's schema name you designated upon creation (like `zendesk_prod.users`). +The Zendesk source is built with a sync component, which means Segment makes requests to their API on your behalf on a three hour interval to pull the latest data into Segment. In the initial sync, Segment grabs all the Zendesk objects (and their corresponding properties) according to the Collections Table below. The objects are written into a separate schema, corresponding to the source instance's schema name you designated upon creation (like `zendesk_prod.users`). -The sync component uses an upsert API, so the data in your warehouse loaded using sync will reflect the latest state of the corresponding resource in Zendesk. For example, if `ticket_status` goes from `open` to `closed` between syncs, on its next sync that tickets status will be `closed`. +The sync component uses an upsert API, so the data in your warehouse loaded using sync reflects the latest state of the corresponding resource in Zendesk. For example, if `ticket_status` goes from `open` to `closed` between syncs, on its next sync that tickets status is `closed`. -The source syncs and warehouse syncs are independent processes. Source runs pull your data into the Segment Hub, and warehouse runs flush that data to your warehouse. Sources will sync with Segment every three hours. Depending on your Warehouses plan, Segment pushes the Source data to your warehouse on the interval associated with your billing plan. +The source syncs and warehouse syncs are independent processes. Source runs pull your data into the Segment Hub, and warehouse runs flush that data to your warehouse. Sources sync with Segment every three hours. Depending on your Warehouses plan, Segment pushes the Source data to your warehouse on the interval associated with your billing plan. At the moment, Segment doesn't support filtering which objects or properties get synced. If you're interested in this feature, [please reach out](https://segment.com/help/contact/). @@ -589,15 +589,15 @@ In your warehouse, each collection gets its own table. Find below a list of the ticket_id - ID of the associated ticket. + The ID of the associated ticket. timestamp - Time when the ticket was updated. + The time when the ticket was updated. updater_id - ID of the user who updated the ticket. + The ID of the user who updated the ticket. ticket_event_via @@ -605,11 +605,11 @@ In your warehouse, each collection gets its own table. Find below a list of the context_client - Refers to the "client" used to submit this ticket change (for example, browser name and type). + This refers to the "client" used to submit this ticket change (for example, browser name and type). context_location - Plain text name of where the request was made, if available (for example, country, city). + The plain text name of where the request was made, if available (for example, country, city). context_latitude @@ -717,7 +717,7 @@ In your warehouse, each collection gets its own table. Find below a list of the details - Any details about the organization, such as the address. + This includes any details about the organization, such as the address. notes @@ -861,7 +861,7 @@ In your warehouse, each collection gets its own table. Find below a list of the end_user_visible - Shows if the form is visible to the end user. + This shows if the form is visible to the end user. name @@ -869,11 +869,11 @@ In your warehouse, each collection gets its own table. Find below a list of the restricted_brand_ids - IDs of all brands that this ticket form is restricted to. + The IDs of all brands that this ticket form is restricted to. ticket_field_ids - IDs of all ticket fields which are in this ticket form. + The IDs of all ticket fields which are in this ticket form. updated_at @@ -889,11 +889,11 @@ In your warehouse, each collection gets its own table. Find below a list of the display_name - The name of the form that is displayed to the end user. + The name of the form that displays to the end user. in_all_brands - Shows if the form is available for use in all brands on this account. + This shows if the form is available for use in all brands on this account. position @@ -909,7 +909,7 @@ In your warehouse, each collection gets its own table. Find below a list of the default - Shows if this form is the default form for this account. + This shows if this form is the default form for this account. @@ -925,19 +925,19 @@ In your warehouse, each collection gets its own table. Find below a list of the user_id - ID of the skipping agent. + The ID of the skipping agent. reason - Reason for skipping the ticket. + The reason for skipping the ticket. created_at - Time the skip was created. + The time the skip was created. updated_at - Time the skip was last updated. + The time the skip was last updated. @@ -949,7 +949,7 @@ In your warehouse, each collection gets its own table. Find below a list of the id - Automatically assigned when creating groups. + This is automatically assigned when creating groups. url @@ -961,7 +961,7 @@ In your warehouse, each collection gets its own table. Find below a list of the organization_id - the ID of the organization associated with this user. + The ID of the organization associated with this user. created_at From 2f7709beadad63656c63820abdebd17f7cdd760f Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Wed, 23 Mar 2022 10:41:35 -0400 Subject: [PATCH 12/18] DOC-452 HTML tables -> MD tables (1/2) --- .../catalog/cloud-apps/zendesk/index.md | 765 ++++-------------- 1 file changed, 161 insertions(+), 604 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 089e1cd761..a36271561c 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -74,624 +74,181 @@ In your warehouse, each collection gets its own table. Find below a list of the > The list in this document includes the standard properties only, but doesn't include _your_ custom fields. (Don't worry, they'll be there in your warehouse.) ### groups - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
id Automatically assigned when creating groups.
url The API url of this group.
deleted Deleted groups get marked as such.
name The name of the group.
created_at The time the group was created.
updated_at The time of the last update of the group.
received_at This timestamp is added to incoming messages as soon as they hit Segment API.
+ +| Property | Description | +| ----------- | -------------------------------------------- | +| id | Automatically assigned when creating groups. | +| url | The API URL of this group. | +| deleted | Deleted groups get marked as such. | +| name | The name of the group. | +| created_at | The date and time the group was created. | +| updated_at | The date and time of the last update of the group. | +| received_at | This timestamp is added to incoming messages as soon as they hit Segment API. | ### users - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
id Automatically assigned when the user is created.
url Segment sets the "url" field users see in their Warehouse to equal the "id" from Zendesk, rather than the "url" field.
name The name of the user.
email The primary email address of this user..
time_zone The time-zone of this user.
phone The primary phone number of this user.
locale_id The language identifier for this user.
locale The locale for this user.
organization_id The ID of the organization this user is associated with.
role The role of the user. Possible values: "end-user", "agent", "admin".
verified The user's primary identity is verified or not.
external_id A unique identifier from another system. The API treats the ID as case insensitive. Example: ian1 and Ian1 are the same user.
alias An alias displayed to end users.
active false if the user has been deleted.
shared If the user is shared from a different Zendesk Support instance. Ticket sharing accounts only.
shared_agent If the user is a shared agent from a different Zendesk Support instance. Ticket sharing accounts only.
last_login_at The last time the user signed in to Zendesk Support.
two_factor_auth_enabled If two factor authentication is enabled.
signature The user's signature. Only agents and admins can have signatures.
details Any details you want to store about the user, such as an address.
notes Any notes you want to store about the user.
custom_role_id A custom role if the user is an agent on the Enterprise plan.
moderator Designates whether the user has forum moderation capabilities.
ticket_restriction Specifies which tickets the user has access to. Possible values are: "organization", "groups", "assigned", "requested", null.
only_private_comments true if the user can only create private comments.
restricted_agent If the agent has any restrictions; false for admins and unrestricted agents, true for other agents.
suspended If the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal.
chat_only Whether or not the user is a chat-only agent.
created_at The time the user was created.
suspended The time of the last update of the user.
received_at This timestamp is added to incoming messages as soon as they hit Segment API.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned when the user is created. | +| url | Segment sets the “url” field users see in their Warehouse to equal the “id” from Zendesk, rather than the “url” field. | +| name | The name of the user. | +| email | The primary email address of the user. | +| time_zone | The time-zone of this user. | +| phone | The primary phone number of this user. | +| locale_id | The language identifier of this user. | +| locale | The locale for this user. | +| organization_id | The ID of the organization that this user is associated with. | +| role | The role of the user. Possible values: "end-user", "agent", "admin". | +| verified | The user's primary identity is verified or not. | +| external_id | A unique identifier from another system. The API treats the ID as case insensitive. Example: ian1 and Ian1 are the same user. | +| alias | An alias displayed to end users. | +| active | This is set to false if the user has been deleted. | +| shared | If the user is a shared agent from different Zendesk Support instance. Ticket sharing accounts only. | +| last_login_at | The last time the user signed in to Zendesk Support. | +| two_factor_auth_enabled | If two factor authentication is enabled. | +| signature | The user's signature. Only agents and admins can have signatures. | +| details | Any details you want to store about the user, such as an address. | +| notes | Any notes you want to store about the user. | +| custom_role_id | A custom role if the user is an agent on the Enterprise plan. | +| moderator | Designates whether the user has forum moderation capabilities. | +| ticket_restriction | Specifies which tickets the user has access to. Possible values are: “organization”, “groups”, “assigned”, “requested”, null. | +| only_private_comments | This is set to true if the user can only create private comments. | +| restricted_agent | If the agent has any restrictions: This is set to false for admins and unrestricted agents, true for other agents. | +| suspended | If the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal. | +| chat_only | Whether or not the user is a chat-only agent. | +| updated_at | The date and time of the user's last update. | +| received_at | This timestamp is added to incoming messages as soon as they hit Segment API. | ### tickets - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
id Automatically assigned when the ticket is created.
url The API url of this ticket.
external_id An ID you can use to link Zendesk Support tickets to local records.
type The type of this ticket. Possible values: "problem", "incident", "question" or "task".
subject The value of the subject field for this ticket.
raw_subject The dynamic content placeholder, if present, or the "subject" value, if not.
description The first comment on the ticket.
priority The urgency with which the ticket should be addressed. Possible values: "urgent", "high", "normal", "low".
status The state of the ticket. Possible values: "new", "open", "pending", "hold", "solved", "closed".
recipient The original recipient e-mail address of the ticket.
requester_id The user who requested this ticket.
submitter_id The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket.
assignee_id The agent currently assigned to the ticket.
organization_id The organization of the requester. You can only specify the ID of an organization associated with the requester.
group_id The group this ticket is assigned to.
collaborator_ids The IDs of users currently cc'ed on the ticket.
forum_topic_id The topic this ticket originated from, if any.
problem_id For tickets of type "incident", the ID of the problem the incident is linked to.
has_incidents Is true of this ticket has been marked as a problem, false otherwise.
due_at If this is a ticket of type "task" it has a due date. Due date format uses ISO 8601 format.
tags The array of tags applied to this ticket.
sharing_agreement_ids The IDs of the sharing agreements used for this ticket.
created_at When this record was created.
updated_at When this record last got updated.
received_at This timestamp is added to incoming messages as soon as they hit Segment API.
ticket_form_idThe ID of the ticket form to render for the ticket (Enterprise only).
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned when the ticket is created. | +| url | The API URL of this ticket. | +| external_id | An ID you can use to link Zendesk Support tickets to local records. | +| type | The type of this ticket. Possible values: “problem”, “incident”, “question” or “task”. | +| subject | The value of the subject field for this ticket. | +| raw_subject | The dynamic content placeholder, if present, or the "subject" value, if not. | +| description | The first comment on the ticket. | +| priority | The urgency with which the ticket should be addressed. Possible values: “urgent”, “high”, “normal”, “low”. | +| status | The state of the ticket. Possible values: “new”, “open”, “pending”, “hold”, “solved”, “closed”. | +| recipient | The original recipient e-mail address of the ticket. | +| requester_id | The user who requested this ticket. | +| submitter_id | The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket. | +| assignee_id | The agent currently assigned to the ticket. | +| organization_id | The organization of the requester. You can only specify the ID of an organization associated with the requester. | +| group_id | The group this ticket is assigned to. | +| collaborator_ids | The IDs of users currently cc’ed on the ticket. | +| forum_topic_id | The topic this ticket originated from, if any. | +| problem_id | For tickets of type "incident," The ID of the problem the incident is linked to. | +| has_incidents | Is true of this ticket has been marked as a problem, false otherwise. | +| due_at | If this is a ticket of type "task" it has a due date. Due date format uses ISO 8601 format. | +| tags | The array of tags applied to this ticket. | +| sharing_agreement_ids | The IDs of sharing agreements used for this ticket. | +| created_at | The date and time this record was created. | +| updated_at | The date and time this record was last updated. | +| received_at | This timestamp is added to incoming messages as soon as they hit Segment API. | +| ticket_form_id | The ID of the ticket form to render the ticket (Enterprise only). | ### ticket_fields - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
id Automatically assigned upon creation.
url The URL for this resource.
type The type of the ticket field: "checkbox", "date", "decimal", "integer", "regexp", "tagger", "text", or "textarea". *Type is not editable once created.
slug The title of the ticket field separated by _.
title The title of the ticket field.
raw_title The dynamic content placeholder, if present, or the "title" value, if not.
description The description of the purpose of this ticket field, shown to users.
raw_description The dynamic content placeholder, if present, or the "description" value, if not.
position 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 Whether this field is available.
required If it's required for this field to have a value when updated by agents.
collapsed_for_agents If this field should be shown to agents by default or be hidden alongside infrequently used fields. Classic interface only.
regexp_for_validation Regular expression field only. The validation pattern for a field value to be deemed valid.
title_in_portal The title of the ticket field when shown to end users.
raw_title_in_portal The dynamic content placeholder, if present, or the "title_in_portal" value, if not.
visible_in_portal Whether this field is available to end users.
editable_in_portal Whether this field is editable by end users.
required_in_portal If it's required for this field to have a value when updated by end users.
tag A tag value to set for checkbox fields when checked.
removable If this field is not a system basic field that must be present for all tickets on the account.
created_at The time the ticket field was created.
updated_at The time of the last update of the ticket field.
received_at This timestamp is added to incoming messages as soon as they hit Segment API.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned upon creation. | +| url | The URL for this resource. | +| type | The type of the ticket field: “checkbox”, “date”, “decimal”, “integer”, “regexp”, “tagger”, “text”, or “textarea”. _*Type is not editable once created._ | +| slug | The title of the ticket field separated by _. | +| title | The title of the ticket field. | +| raw_title | The dynamic content placeholder, if present, or the "title" value, if not. | +| description | The description of the purpose of this ticket field shown to users. | +| raw_description | The dynamic content placeholder, if present, or the “description” value, if not. | +| position | 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 | Whether this field is available. | +| required | If it’s required for this field to have a value when updated by agents.| +| collapsed_for_agents | If this field should be shown to agents by default or be hidden alongside infrequently used fields. Classic interface only. | +| regexp_for_validation | Regular expression field only. The validation pattern for a field value to be deemed valid. | +| title_in_portal | The title of the ticket field when shown to end users. | +| raw_title_in_portal | The dynamic content placeholder, if present, or the “title_in_portal” value, if not. | +| visible_in_portal | Whether this field is available to end users. | +| editable_in_portal | Whether this field is editable by end users. | +| required_in_portal | If it’s required for this field to have a value when updated by end users. | +| tag | A tag value to set for checkbox fields when checked. | +| removable | If this field is not a system basic field that must be present for all tickets on the account. | +| created_at | The date and time the ticket field was created. | +| updated_at | The date and time of the last update of the ticket field. | +| received_at | This timestamp is added to incoming messages as soon as they hit Segment API. | ### ticket_metrics - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
id Automatically assigned.
ticket_id ID of the associated ticket.
group_stations Number of groups this ticket passed through.
assignee_stations Number of assignees this ticket had.
reopens Total number of times the ticket was reopened.
replies Total number of times ticket was replied to.
reply_time_in_minutes_calendar Number of minutes to the first reply outside of business hours.
reply_time_in_minutes_business Number of minutes to the first reply during business hours.
first_resolution_time_in_minutes_calendar Number of minutes to the first resolution time outside of business hours.
first_resolution_time_in_minutes_business Number of minutes to the first resolution time during business hours.
full_resolution_time_in_minutes_calendar Number of minutes to the full resolution outside of business hours.
full_resolution_time_in_minutes_business Number of minutes to the full resolution during business hours.
agent_wait_time_in_minutes_calendar Number of minutes the agent spent waiting outside of business hours.
agent_wait_time_in_minutes_business Number of minutes the agent spent waiting during business hours.
requester_wait_time_in_minutes_calendar Number of minutes the requester spent waiting outside of business hours.
requester_wait_time_in_minutes_business Number of minutes the requester spent waiting during business hours.
on_hold_time_in_minutes_calendar Number of minutes the ticket was on hold outside of business hours.
on_hold_time_in_minutes_business Number of minutes the ticket was on hold during business hours.
created_at When this record was created.
updated_at When this record last got updated.
assignee_updated_at When the assignee last updated the ticket.
requester_updated_at When the requester last updated the ticket.
status_updated_at When the status was last updated.
initially_assigned_at When the ticket was initially assigned.
assigned_at When the ticket was last assigned.
solved_at When the ticket was solved.
latest_comment_added_at When the latest comment was added.
received_at This timestamp is added to incoming messages as soon as they hit Segment API.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned. | +| ticket_id | ID of the associated ticket. | +| group_stations | Number of groups this ticket passed through. | +| assignee_stations | Number of assignees this ticket had. | +| reopens | Total number of times the ticket was reopened. | +| replies | Total number of times ticket was replied to. | +| reply_time_in_minutes_calendar | Number of minutes to the first reply outside of business hours. | +| reply_time_in_minutes_business | Number of minutes to the first reply during business hours. | +| first_resolution_time_in_minutes_calendar | Number of minutes to the first resolution time outside of business hours. | +| first_resolution_time_in_minutes_business | Number of minutes to the first resolution time during business hours. | +| full_resolution_time_in_minutes_calendar | Number of minutes to the full resolution outside of business hours. | +| full_resolution_time_in_minutes_business | Number of minutes to the full resolution during business hours. | +| agent_wait_time_in_minutes_calendar | Number of minutes the agent spent waiting outside of business hours. | +| agent_wait_time_in_minutes_business | Number of minutes the agent spent waiting during business hours. | +| requester_wait_time_in_minutes_calendar | Number of minutes the requester spent waiting outside of business hours. | +| requester_wait_time_in_minutes_business | Number of minutes the requester spent waiting during business hours. | +| on_hold_time_in_minutes_calendar | Number of minutes the ticket was on hold outside of business hours. | +| on_hold_time_in_minutes_business | Number of minutes the ticket was on hold during business hours. | +| created_at | The date and time this record was created. | +| updated_at | The date and time this record was last updated. | +| assignee_updated_at | The date and time the assignee last updated the ticket. | +| requester_updated_at | The date and time the requester last updated the ticket. | +| status_updated_at | The date and time the status was last updated. | +| initially_assigned_at | The date and time the ticket was initially assigned. | +| assigned_at | The date and time the ticket was last assigned. | +| latest_comment_added_at | The date and time the latest comment was added. | +| received_ at | This timestamp is added to incoming messages as soon as they hit Segment API. | ### ticket_events - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
id Automatically assigned.
ticket_event_id Automatically assigned when the ticket is updated.
ticket_id The ID of the associated ticket.
timestamp The time when the ticket was updated.
updater_id The ID of the user who updated the ticket.
ticket_event_via How the event was created.
context_client This refers to the "client" used to submit this ticket change (for example, browser name and type).
context_location The plain text name of where the request was made, if available (for example, country, city).
context_latitude Latitude of the location where the ticket was changed.
context_longitude Longitude of the location where the ticket was changed.
via How the event was created.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned. | +| ticket_event_id | Automatically assigned when the ticket is updated. | +| ticket_id | The ID of the associated ticket. | +| timestamp | The time when the ticket was updated. | +| updater_id | The ID of the user who updated the ticket. | +| ticket_event_via | How the event was created. | +| context_client | This refers to the “client” used to submit this ticket change (for example, browser name and type). | +| context_location | The plain text name of where the request was made, if available (for example, country, city). | +| context_latitude | Latitude of the location where the ticket was changed. | +| context_longitude | Longitude of the location where the ticket was changed. | +| via | How the event was created. | + ### activities - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
id Automatically assigned upon creation.
url The API url of this activity.
verb The type of activity. Can be tickets.assignment, tickets.comment, or tickets.priority_increase.
title Description of this activity.
created_at When this record was created.
updated_at When this record last got updated.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned upon creation. | +| url | The API URL of this activity. | +| verb | The type of activity. Can be "tickets.assignment," "tickets.comment," or "tickets.priority_increase." | +| title | Description of this activity. | +| created_at | The date and time this record was created. | +| updated_at | The date and time this record was last updated. | ### attachments - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
id Automatically assigned upon creation.
file_name The name of the image file.
content_url A full URL where the attachment image file can be downloaded.
content_type The content type of the image. Example value: image/png.
inline 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.
size The size of the image file in bytes.
received_at This timestamp is added to incoming messages as soon as they hit Segment API.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned upon creation. | +| file_name | The name of the image file. | +| content_url | A full URL where the attachment image file can be downloaded. | +| content_type | The content type of the image. Example value: image/png. | +| inline | 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. | +| size | The size of the image file in bytes. | +| recieved_at | This timestamp is added to incoming messages as soon as they hit Segment API. | ### organizations From 3ca095c8a8b63a4c7bf43a84bd82f5e4b3ad9c7f Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Wed, 23 Mar 2022 10:45:26 -0400 Subject: [PATCH 13/18] DOC-452 Fixing small spelling error --- src/connections/sources/catalog/cloud-apps/zendesk/index.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index a36271561c..03de57185c 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -248,7 +248,7 @@ In your warehouse, each collection gets its own table. Find below a list of the | content_type | The content type of the image. Example value: image/png. | | inline | 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. | | size | The size of the image file in bytes. | -| recieved_at | This timestamp is added to incoming messages as soon as they hit Segment API. | +| received_at | This timestamp is added to incoming messages as soon as they hit Segment API. | ### organizations
From afaf692de59510b748235ab8a07866523153bfb5 Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Wed, 23 Mar 2022 16:30:11 -0400 Subject: [PATCH 14/18] DOC-452 HTML -> MD tables (2/2) [netlify-build] --- .../catalog/cloud-apps/zendesk/index.md | 441 ++++-------------- 1 file changed, 87 insertions(+), 354 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 03de57185c..a1bdd31c99 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -251,372 +251,105 @@ In your warehouse, each collection gets its own table. Find below a list of the | received_at | This timestamp is added to incoming messages as soon as they hit Segment API. | ### organizations -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
id Automatically assigned when the organization is created.
external_id A unique external ID to associate organizations to an external record.
url The API url of this organization.
name A unique name for the organization.
details This includes any details about the organization, such as the address.
notes Any notes you have about the organization.
group_id New tickets from users in this organization are automatically put in this group.
shared_tickets End users in this organization are able to see each other's tickets.
shared_comments End users in this organization are able to see each other's comments on tickets.
created_at The time the organization was created.
updated_at The time of the last update of the organization.
received_at This timestamp is added to incoming messages as soon as they hit Segment API.
- -### satisfaction_ratings - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
id Automatically assigned when the organization is created.
url The API url of this rating.
assignee_id The ID of agent assigned to at the time of rating.
group_id The ID of group assigned to at the time of rating.
requester_id The ID of ticket requester submitting the rating.
ticket_id The ID of ticket being rated.
score The rating: "offered", "unoffered", "good" or "bad".
created_at The time the satisfaction rating got created.
updated_at The time the satisfaction rating got updated.
received_at This timestamp is added to incoming messages as soon as they hit Segment API.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned when the organization is created. | +| external_id | A unique external ID to associate organizations to an external record. | +| url | The API URL of this organization. | +| name | A unique name for the organization. | +| details | This includes any details about the organization, such as the address. | +| notes | Any notes you have about the organization. | +| group_id | New tickets from users in this organization are automatically put in this group. | +| shared_tickets | End users in this organization are able to see each other’s tickets. | +| shared_comments | End users in this organization are able to see each other’s comments on tickets. | +| created_at | The date and time that the organization was created. | +| updated_at | The date and time that the organization was last updated. | +| received_at | This timestamp is added to incoming messages as soon as they hit Segment API. | ### ticket_comments - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
id Automatically assigned when the comment is created.
ticket_event_id Automatically assigned when the comment is created.
ticket_id The ID of ticket being commented.
type Comment or VoiceComment. The JSON object for voice comments is different.
body The comment string.
public true if a public comment; false if an internal note. The initial value set on ticket creation persists for any additional comment unless you change it.
author_id The ID of the comment author.
via How the comment was created.
created_at The time the comment was created.
received_at This timestamp is added to incoming messages as soon as they hit Segment API.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned when the comment is created. | +| ticket_event_id | Automatically assigned when the comment is created. | +| ticket_id | The ID of the ticket being commented. | +| type | Comment or VoiceComment. The JSON object for voice comments is different. | +| body | The comment string. | +| public | true if a public comment; false if an internal note. The initial value set on ticket creation persists for any additional comment unless you change it. | +| author_id | The ID of the comment author. | +| via | How the comment was created. | +| created_at | The time the comment was created. | +| received_at | This timestamp is added to incoming messages as soon as they hit Segment API. | ### ticket_forms - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
idAutomatically assigned when creating groups.
activeShows if the form is set as active.
end_user_visibleThis shows if the form is visible to the end user.
nameThe name of the form.
restricted_brand_idsThe IDs of all brands that this ticket form is restricted to.
ticket_field_idsThe IDs of all ticket fields which are in this ticket form.
updated_atThe time of the last update of the ticket form.
url The API url of this ticket.
created_atThe time the ticket form was created.
display_nameThe name of the form that displays to the end user.
in_all_brandsThis shows if the form is available for use in all brands on this account.
positionThe position of this form among other forms in the account (for example, dropdown)
raw_display_nameThe dynamic content placeholder (if available,) or the "display_name" value, if the dynamic content placeholder is unavailable.
raw_nameThe dynamic content placeholder (if available,) or the "name" value, if the dynamic content placeholder is unavailable.
defaultThis shows if this form is the default form for this account.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned when the ticket form is created. | +| active | If set to true, this shows that the form is active. | +| end_user_visible | If set to true, this shows that the form is visible to end users.| +| name | The name of the form. | +| restricted_brand_ids | The IDs of all brands that this ticket form is restricted to. | +| ticket_field_ids | The IDs of all ticket fields which are in this ticket form. | +| updated_at | The date and time the ticket form was last updated. | +| url | The URL of the ticket form. | +| created_at | The date and time the ticket form was created. | +| display_name | The name of the form that displays to the end user. | +| in_all_brands | This shows if the form is available for use in all brands on this account. | +| position | The position of this form among other forms in the account (for example, dropdown) | +| raw_display_name | The dynamic content placeholder (if available,) or the “display_name” value, if the dynamic content placeholder is unavailable. | +| raw_name | The dynamic content placeholder (if available,) or the “name” value, if the dynamic content placeholder is unavailable. | +| default | If set to true, this shows that the form is the default form for this account. | ### ticket_skips - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
idAutomatically assigned when creating groups.
user_idThe ID of the skipping agent.
reasonThe reason for skipping the ticket.
created_atThe time the skip was created.
updated_atThe time the skip was last updated.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned upon ticket skip creation. | +| user_id | The ID of the skipping agent. | +| reason | The reason for skipping the ticket. | +| created_at | The date and time the skip was created. | +| updated_at | The date and time the skip was last updated. | ### organization_memberships - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
idThis is automatically assigned when creating groups.
url The API url of this ticket.
user_idThe ID of the user who has this organization membership.
organization_idThe ID of the organization associated with this user.
created_atWhen this record was created.
updated_atWhen this record was last updated.
organization_nameThe name of the organization associated with this user.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned when creating organizations. | +| url | The URL of this organization. | +| user_id | The ID of the user associated with this organization. | +| organization_id | The ID of the organization associated with the selected user | +| created_at | The date and time this record was created. | +| updated_at | The date and time this record was last updated. | +| organization_name | The name of the organization associated with the selected user. | ### group_memberships - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
id Automatically assigned when creating groups.
url The API url of this group.
created_at The time the group was created.
group_id The ID of the group assigned to at the time of rating.
updated_at The time of the last update of the group.
user_id The ID of an agent.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned when creating groups. | +| url | The API URL of this group. | +| created_at | The date and time the group was created. | +| group_id | The ID of the group. | +| updated_at | The date and time the group was last updated. | +| user_id | The ID of an agent. | ### audit_logs - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
PropertyDescription
idAutomatically assigned when creating groups.
url The API url of this ticket.
created_atThe time the audit got created.
actor_idThe ID of the user creating the ticket
source_idThe ID of the item being audited.
source_typeThe item type being audited.
source_labelThe name of the item being audited.
actionThe action a user performed. Either "login", "create", "update", or "destroy".
change_descriptionThe description of the change that occurred.
ip_addressThe IP address of the user performing the audit.
action_labelA localized string of action field.
+ +| Property | Description | +| --------------- | ----------------------------------------------------------------- | +| id | Automatically assigned when creating audit logs. | +| url | The URL to access the audit log. | +| created_at | The date and time that the audit was created. | +| actor_id | The ID of the user creating the ticket. | +| source_id | The ID of the item being audited. | +| source_type | The item type being audited. | +| source_label | The name of the item being audited. | +| action | The action a user performed. Either “login”, “create”, “update”, or “destroy”. | +| change_description | The description of the change that occurred. | +| ip_address | The IP address of the user performing the audit. | +| action_label | A localized string of action field. | ## Adding Destinations Currently only Warehouses are supported for object-cloud sources. \ No newline at end of file From 6ef0bebd8342217b27f57983aee7602326a3722b Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Mon, 28 Mar 2022 08:35:04 -0400 Subject: [PATCH 15/18] DOC-452 Changing properties based on PM feedback --- .../catalog/cloud-apps/zendesk/index.md | 21 ++++++++++--------- 1 file changed, 11 insertions(+), 10 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index a1bdd31c99..357c9b9a45 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -148,7 +148,7 @@ In your warehouse, each collection gets its own table. Find below a list of the | created_at | The date and time this record was created. | | updated_at | The date and time this record was last updated. | | received_at | This timestamp is added to incoming messages as soon as they hit Segment API. | -| ticket_form_id | The ID of the ticket form to render the ticket (Enterprise only). | +| ticket_form_id | The ID of the ticket form to render the ticket. | ### ticket_fields @@ -286,7 +286,7 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned when the ticket form is created. | +| id | The ID of the ticket form. | | active | If set to true, this shows that the form is active. | | end_user_visible | If set to true, this shows that the form is visible to end users.| | name | The name of the form. | @@ -306,7 +306,8 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned upon ticket skip creation. | +| id | The ID of the ticket skip record. | +| ticket_id | The ID of the skipped ticket. | | user_id | The ID of the skipping agent. | | reason | The reason for skipping the ticket. | | created_at | The date and time the skip was created. | @@ -316,19 +317,19 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned when creating organizations. | -| url | The URL of this organization. | -| user_id | The ID of the user associated with this organization. | -| organization_id | The ID of the organization associated with the selected user | +| id | The ID of the organization membership. | +| url | The API URL of the membership. | +| user_id | The ID of the user for whom this membership belongs. | +| organization_id | The ID of the organization associated with the selected user, in this membership. | | created_at | The date and time this record was created. | | updated_at | The date and time this record was last updated. | -| organization_name | The name of the organization associated with the selected user. | +| organization_name | The name of the organization associated with the selected user, in this membership. | ### group_memberships | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned when creating groups. | +| id | The ID of the group membership. | | url | The API URL of this group. | | created_at | The date and time the group was created. | | group_id | The ID of the group. | @@ -339,7 +340,7 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned when creating audit logs. | +| id | The ID of the audit log. | | url | The URL to access the audit log. | | created_at | The date and time that the audit was created. | | actor_id | The ID of the user creating the ticket. | From ce26a3485258d78f8936c97d0d8c09d4e32ed09d Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Mon, 28 Mar 2022 08:45:28 -0400 Subject: [PATCH 16/18] [netlify-build] --- src/connections/sources/catalog/cloud-apps/zendesk/index.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 357c9b9a45..5eafb71b25 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -353,4 +353,4 @@ In your warehouse, each collection gets its own table. Find below a list of the | action_label | A localized string of action field. | ## Adding Destinations -Currently only Warehouses are supported for object-cloud sources. \ No newline at end of file +Currently only Warehouses are supported for object-cloud sources. From 590acf5848abaf22648c275505c90ae6e57f280a Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Tue, 29 Mar 2022 08:26:17 -0400 Subject: [PATCH 17/18] DOC-452 Updating collection descriptions as per engineering [netlify-build] --- src/connections/sources/catalog/cloud-apps/zendesk/index.md | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 5eafb71b25..132d074e2e 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -63,8 +63,8 @@ Collections are the groupings of resources Segment pulls from your source. | [ticket_comments](#ticket_comments) | object | Ticket comments represent the conversation between requesters, collaborators, and agents. It includes the full body of each comment, public and private. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | | [ticket_forms](#ticket_forms) | object | Ticket forms allow an admin to define a subset of ticket fields for display to both agents and end users. | | [ticket_skips](#ticket_skips) | object | A skip is a record of when an agent skips over a ticket without responding to the end user. | -| [organization_memberships](#organization_memberships) | object | A membership links a user to an organization. Organizations can have many users. Users can be in many organizations if the account supports multiple organizations. You can use the API to list users in an organization, and reassign organization members. | -| [group_memberships](#group_memberships) | object | A membership links an agent to a group. Groups can have many agents, as agents can be in many groups. You can use the API to list what agents are in which groups, and reassign group members. | +| [organization_memberships](#organization_memberships) | object | An organization_membership links a user to an organization. Organizations can have many users. Users can be in many organizations if the account supports multiple organizations. | +| [group_memberships](#group_memberships) | object | A group_membership links an agent to a group. Groups can have many agents, as agents can be in many groups. | | [audit_logs](#audit_logs) | object | The audit log shows various changes in your instance of Zendesk since the account was created. **Note**: This collection is not included by default. To request it, [contact Segment support](https://segment.com/help/contact/). | From b0c02e28bb6c997e67c317b13542ee185f809946 Mon Sep 17 00:00:00 2001 From: forstisabella <92472883+forstisabella@users.noreply.github.com> Date: Thu, 31 Mar 2022 10:27:10 -0400 Subject: [PATCH 18/18] [DOC-452] Addressing comments left in code review [netlify-build] --- .../catalog/cloud-apps/zendesk/index.md | 24 +++++++++---------- 1 file changed, 12 insertions(+), 12 deletions(-) diff --git a/src/connections/sources/catalog/cloud-apps/zendesk/index.md b/src/connections/sources/catalog/cloud-apps/zendesk/index.md index 132d074e2e..ee3c84946b 100644 --- a/src/connections/sources/catalog/cloud-apps/zendesk/index.md +++ b/src/connections/sources/catalog/cloud-apps/zendesk/index.md @@ -77,7 +77,7 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | ----------- | -------------------------------------------- | -| id | Automatically assigned when creating groups. | +| id | This is automatically assigned when creating groups. | | url | The API URL of this group. | | deleted | Deleted groups get marked as such. | | name | The name of the group. | @@ -89,7 +89,7 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned when the user is created. | +| id | This is automatically assigned when the user is created. | | url | Segment sets the “url” field users see in their Warehouse to equal the “id” from Zendesk, rather than the “url” field. | | name | The name of the user. | | email | The primary email address of the user. | @@ -123,7 +123,7 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned when the ticket is created. | +| id | This is automatically assigned when the ticket is created. | | url | The API URL of this ticket. | | external_id | An ID you can use to link Zendesk Support tickets to local records. | | type | The type of this ticket. Possible values: “problem”, “incident”, “question” or “task”. | @@ -154,7 +154,7 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned upon creation. | +| id | This is automatically assigned upon creation. | | url | The URL for this resource. | | type | The type of the ticket field: “checkbox”, “date”, “decimal”, “integer”, “regexp”, “tagger”, “text”, or “textarea”. _*Type is not editable once created._ | | slug | The title of the ticket field separated by _. | @@ -182,7 +182,7 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned. | +| id | This is automatically assigned. | | ticket_id | ID of the associated ticket. | | group_stations | Number of groups this ticket passed through. | | assignee_stations | Number of assignees this ticket had. | @@ -214,8 +214,8 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned. | -| ticket_event_id | Automatically assigned when the ticket is updated. | +| id | This is automatically assigned. | +| ticket_event_id | This is automatically assigned when the ticket is updated. | | ticket_id | The ID of the associated ticket. | | timestamp | The time when the ticket was updated. | | updater_id | The ID of the user who updated the ticket. | @@ -231,7 +231,7 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned upon creation. | +| id | This is automatically assigned upon creation. | | url | The API URL of this activity. | | verb | The type of activity. Can be "tickets.assignment," "tickets.comment," or "tickets.priority_increase." | | title | Description of this activity. | @@ -242,7 +242,7 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned upon creation. | +| id | This is automatically assigned upon creation. | | file_name | The name of the image file. | | content_url | A full URL where the attachment image file can be downloaded. | | content_type | The content type of the image. Example value: image/png. | @@ -254,7 +254,7 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned when the organization is created. | +| id | This is automatically assigned when the organization is created. | | external_id | A unique external ID to associate organizations to an external record. | | url | The API URL of this organization. | | name | A unique name for the organization. | @@ -271,8 +271,8 @@ In your warehouse, each collection gets its own table. Find below a list of the | Property | Description | | --------------- | ----------------------------------------------------------------- | -| id | Automatically assigned when the comment is created. | -| ticket_event_id | Automatically assigned when the comment is created. | +| id | This is automatically assigned when the comment is created. | +| ticket_event_id | This is automatically assigned when the comment is created. | | ticket_id | The ID of the ticket being commented. | | type | Comment or VoiceComment. The JSON object for voice comments is different. | | body | The comment string. |