Zendesk

This documentation for the Zendesk integration describes the technical capabilities of this integration, including authorization, scopes/permissions, and utilized endpoints. For more information on how to integrate Zendesk, visit our connection instructions.

Version

This integration utilizes the Zendesk REST API v2.

Base URL

The base URL used for all Zendesk API endpoints contains the Account Subdomain:

https://subdomain.zendesk.com/api/v2

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Authentication & Authorization

The DataGrail Zendesk integration connects using OAuth 2.0.

Scopes

The Zendesk integration requires specific scopes that must be granted in order to function for a given capability.

Scope	Access	Deletion	Data Discovery	System Detection
read	✅	✅	✅	✅
users:write		✅
tickets:write		✅

Endpoints Utilized

DataGrail uses the following endpoints to authorize and test the connection:

Method	Endpoint	Purpose	Docs
GET	/oauth/authorizations/new	Request authorization
POST	/oauth/tokens	Get and refresh access token
GET	/users	Validate successful connection

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Limits

Limits in Zendesk are calculated using the leaky bucket algorithm. All requests that are made after rate limits have been exceeded are throttled and an HTTP 429 Too Many Requests error is returned. Requests succeed again after enough requests have emptied out of the bucket.

• DataGrail supports requests throttling to stay within 70-80% of specified service rate limits.
• DataGrail processes API responses with HTTP 429 status to interrupt requests, waiting and retrying (using an exponential backoff strategy).

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Capabilities

Access

DataGrail's Zendesk integration provides Synchronous Access capabilities for the following supported identifier category: Email.

Data Interactions

For Access requests, DataGrail will take the following actions:

1. Search Users by the Data Subject email, which can include End Users (i.e. people external to your company) or Agents (i.e. employees of your company).
2. If a match is found, DataGrail will extract all objects related to the user, including the following:

Match Found

• Identities: A user identity is something that can be used to identify an individual. Most likely, it's an email address, a Twitter handle, or a phone number.
• Tickets: Tickets are the means through which your end users communicate with agents in Zendesk.
• Requests: A request is an end user's perspective on a ticket.
• Organizations: End user segmentation.

3. If Ticket audits metadata is enabled, DataGrail will take the following actions:
   • Fetch audit history of all updates to each of detected tickets.
   • Save audit metadata, such as IP, client, location as an additional data object.

Endpoints Utilized

Method	Endpoint	Purpose	Docs
GET	/tickets/audits	Fetch audit history for user tickets
GET	/users/identities	Search user identities
GET	/users/organizations	Segment end users
GET	/users/requests	Fetch requests for an end user
GET	/users/search	Search end users and agents
GET	/users/tickets/requested	Fetch tickets for an end user

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Deletion

DataGrail's Zendesk integration provides Asynchronous (Whole Record) Deletion capabilities for the following supported identifier category: Email.

Data Interactions

For Deletion requests, DataGrail will take the following actions:

1. Search End Users and Agents by the Data Subject email.
2. If a User is found, fetch tickets requested by that user.
3. If Tickets are found, request bulk ticket deletion and save the Job ID.
4. DataGrail will check the job status until the ticket deletion is complete.
5. Once tickets are deleted, DataGrail will permanently delete the User and associated records.

Endpoints Utilized

Method	Endpoint	Purpose	Docs
DEL	/deleted_users	Permanently delete a user
GET	/job_statuses	Check status of bulk ticket deletion
DEL	/tickets/destroy_many	Destroy identified tickets
DEL	/users	Delete a user and associated records
GET	/users/search	Search end users and agents
GET	/users/tickets/requested	Fetch tickets for an end user

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System Detection

DataGrail provides continuous system detection, delivering a real-time inventory of your data assets.

Data Interactions

DataGrail's System Detection process runs once daily and performs the following actions:

1. Read app installations in the account
2. Read user fields
3. Read organization fields

Endpoints Utilized

Method	Endpoint	Purpose	Docs
GET	/apps/installations	Read app installations
GET	/organization_fields	Read organization fields
GET	/user_fields	Read user fields

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Data Discovery

DataGrail's Zendesk integration provides data discovery capabilities based on the principle of finding any and all personal data that's stored in a data system.

Data Interactions

DataGrail currently supports data discovery on Zendesk Tickets and Users, and will take the following actions:

1. Count number of all records for each supported object.
2. Fetch example records for each supported object.
3. Sample data for analysis and classification.

Endpoints Utilized

Method	Endpoint	Purpose	Docs
GET	/tickets	Fetch ticket records
GET	/tickets/count	Count number of ticket records
GET	/users	Fetch user records
GET	/users/count	Count number of user records

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