Create a Zendesk source connection in the UI

This tutorial provides steps for creating a Zendesk source connection using the Adobe Experience Platform user interface.

Getting started

This tutorial requires a working understanding of the following components of Adobe Experience Platform:

• Experience Data Model (XDM) System: The standardized framework by which Experience Platform organizes customer experience data.
  • Basics of schema composition: Learn about the basic building blocks of XDM schemas, including key principles and best practices in schema composition.
  • Schema Editor tutorial: Learn how to create custom schemas using the Schema Editor UI.
• Real-Time Customer Profile: Provides a unified, real-time consumer profile based on aggregated data from multiple sources.

Gather required credentials

In order to access your Zendesk account on Platform, you must provide values for the following credentials:

For more information on authenticating your Zendesk source, see the Zendesk source overview.

Create a Platform schema for Zendesk

Before creating a Zendesk source connection, you must also ensure that you first create a Platform schema to use for your source. See the tutorial on creating a Platform schema for comprehensive steps on how to create a schema.

For additional guidance on your Zendesk schema required for the Zendesk Search API, refer to the limits section below.

Connect your Zendesk account

In the Platform UI, select Sources from the left navigation bar to access the Sources workspace. The Catalog screen displays a variety of sources with which you can create an account.

You can select the appropriate category from the catalog on the left-hand side of your screen. Alternatively, you can find the specific source you wish to work with using the search option.

Under the Customer Success category, select Zendesk, and then select Add data.

The Connect Zendesk account page appears. On this page, you can either use new credentials or existing credentials.

Existing account

To use an existing account, select the Zendesk account you want to create a new dataflow with, then select Next to proceed.

New account

If you are creating a new account, select New account, and then provide a name, an optional description, and your credentials. When finished, select Connect to source and then allow some time for the new connection to establish.

Select data

Once your source is authenticated, the page updates into an interactive schema tree that allows you to explore and inspect the hierarchy of your data. Select Next to proceed.

Next steps

By following this tutorial, you have authenticated and created a source connection between your Zendesk account and Platform. You can now continue on to the next tutorial and create a dataflow to bring customer success data into Platform.

Additional resources

The sections below provides additional resources that you can refer to when using the Zendesk source.

Validation

The following outlines steps you can take to validate that you have successfully connected your Zendesk source and that Zendesk profiles are being ingested to Platform.

In the Platform UI, select Datasets from the left navigation to access the Datasets workspace. The Dataset Activity screen displays the details of executions.

Next, select the dataflow run ID of the dataflow that you want to view to see specific details about that dataflow run.

Finally, select Preview dataset to display the data that was ingested.

You can also verify your Platform data against the data on your Zendesk > Customers page.

Zendesk schema

The table below lists the supported mappings that must be set up for Zendesk.

Limits

• The Zendesk Search API > Export Search Results returns a maximum of 1000 records per page.
  • The value for the filter[type] parameter is set to user and hence the Zendesk connection only returns users.
  • The number of results per page is managed by the page[size] parameter. The value is set to 100. This is done to reduce the impact of speed reduction constraints set by Zendesk.
  • See Limits and Pagination.
  • You can also refer to Paginating through lists using cursor pagination.