Zendesk is a customer service software and support ticketing system. Onna connects directly with the API to collect all information in native format. The integration collects all data and metadata from a Zendesk account.
For a short video overview of collecting from Zendesk, please see below:
All files are collected, including, but not limited to:
Tickets (open, closed, suspended, deleted)
Attachments included in tickets
Labels for attachments and pages
Ancestors for the page/attachments
Historical information and related metadata, including:
Ticket ID (#)
List of tags
Onna Sync Modes
Zendesk accounts are only supported to collect through an admin account. We currently support three syncing modes - one-time, auto-sync, and auto-sync and archive.
One-time sync: Onna will perform a one-time sync that collects information from the source only once during a specified time range or up until the date the source was added.
Auto-sync: Onna will perform a full sync from the data source first. Onna will keep the data source in mirrored sync. Any deletions from the data source will be deleted in Onna, as well.
Auto-Sync and Archive: Onna will perform a full sync and archive the information collected. Onna will then automatically sync and archive any new information after the initial sync
You can export data and metadata in eDiscovery ready format. Load files are available in a dat, CSV, or custom text file.
The following metadata fields are exported:
Ticket ID (#)
List of tags
Note: Zendesk applications have API rate limits. For more information on the limits your type of Zendesk account has visit their page. This will affect how fast Onna can sync files from your account.
Sample Zendesk Export
We've compiled sample load files for our different integrations. Click on the link below to download a sample Zendesk export.
How to add a Zendesk collection
From My Sources click on Add new source and select Zendesk
Give your Source a name and Enter the domain (or subdomain) for the Zendesk account. In the URL, the domain is usually the company name or the text that comes before zendesk.com.
For example for the following sample account, https://d3v-example.zendesk.com/,
d3v-example is the domain that you need to input.
To configure the type of sync you'd like for the source: whether auto sync, auto-sync and archive or one-time sync.
Set the synchronization mode for the source: auto sync, auto-sync and archive or one-time sync.
If you've picked one time sync, you can choose the date range you'd like to sync from the source, otherwise, you can auto-sync from when the data is first available from the source.
Select if you'd like to include Deleted Tickets or Suspended Tickets by expanding the tickets to sync list.
Note: Onna currently does not have other filter options such as by group or ticket assignee.
You will then be re-directed to sign in through the Zendesk authentication. You will need an admin account on Zendesk to perform a collection.
This is what our Zendesk looks like:
After you sign in you will be directed back to Onna where you will see this integration under your Sources page. Onna will begin to interact with Zendesk's API and begin to sync files. Files will be processed and indexed so that all is searchable.
When you click on the Zendesk data source, you will start seeing results being populated.
From this screen, you are able to filter results by date range, categories, and/or extensions using the menu on the left.
Zendesk tickets in Onna
Zendesk tickets are received in html format. Onna's viewer displays the html in ticket format, clearly denoting labels, the ticket title, name of the requester as well as time and date stamp of the ticket.
Accessing audit logs
Back on the results page, clicking on the information icon on the top right will take you to the source details where you can see how many files the source has and its size. In this same panel, you can scroll down and select the Audits button to see the source's collection audit logs.
You can learn more about accessing and navigating the the source's collection audit logs in this article.
Ready to start collecting from Zendesk?
Is there a particular Zendesk subscription level required in order to connect to Onna?
No particular subscription level is required. However lower tier subscriptions do have a lower API rate limit, so it could affect the speed of a collection.
In what order does Zendesk sync my files into Onna?
Onna will sync your Zendesk files based on their update date (the date the ticket was last updated) and in ascending order.