Tickets

Tickets are organizing units using which service agents handle customer enquiries, requests, complaints, and other such interactions in Zoho Desk.

The Tickets pipeline can be used to request and retrieve details of a ticket in your help desk. Read more about this here

Configuring the Credentials

Select the account credentials which has access to relevant ZOHO Desk data from the dropdown menu & Click Next

Credentials not listed in dropdown ?: Click on + Add New for adding new credentials

Data Pipelines Details

Data Pipeline: Select Tickets from the dropdown

Setting Parameters

Parameter	Description	Values
Ticket Priority	*Optional* Specify the priority of the ticket to be fetched in the report. Multiple priority levels can be passed as comma-separated values.	{High, Medium, Low}
Include	*Optional* Specify additional information related to tickets here. You can pass multiple values by separating them with commas in the API request.	{Contacts, Products, Departments, Team, IsRead, Assignee}}
Insert Mode	*Required* Specifies the manner in which data will get updated in the data warehouse : UPSERT will insert only new records or records with changes, APPEND will insert all fetched data at the end, and REPLACE will drop the existing table and recreate a fresh one on each run. Recommended to use "Upsert" option unless there is a specific requirement.	{Upsert, Append, Replace} *Default Value:* UPSERT

Parameter

Description

Values

Ticket Priority

Optional

Specify the priority of the ticket to be fetched in the report. Multiple priority levels can be passed as comma-separated values.

{High, Medium, Low}

Include

Optional

Specify additional information related to tickets here. You can pass multiple values by separating them with commas in the API request.

{Contacts, Products, Departments, Team, IsRead, Assignee}}

Insert Mode

Required

Specifies the manner in which data will get updated in the data warehouse : UPSERT will insert only new records or records with changes, APPEND will insert all fetched data at the end, and REPLACE will drop the existing table and recreate a fresh one on each run. Recommended to use "Upsert" option unless there is a specific requirement.

{Upsert, Append, Replace}

Default Value: UPSERT

Filtering

Click on + Add New for setting up a new filter

Available filters are as under:-

Filter	Description	Values
Number of Days	*Required* Enter the number of days for which you wish you get the data in each run.	'NUMBER'

Filter

Description

Values

Number of Days

Required

Enter the number of days for which you wish you get the data in each run.

'NUMBER'

Datapipeline Scheduling

Scheduling specifies the frequency with which data will get updated in the data warehouse. You can choose between Manual Run, Normal Scheduling or Advance Scheduling.

Manual Run: If scheduling is not required, you can use the toggle to run the pipeline manually.
Normal Scheduling: Use the dropdown to select an interval-based hourly, monthly, weekly, or daily frequency.
Advance Scheduling: Set schedules fine-grained at the level of Months, Days, Hours, and Minutes.

Detailed explanation on scheduling of pipelines can be found here

Dataset & Name

Dataset Name: Key in the Dataset Name(also serves as the table name in your data warehouse).Keep in mind, that the name should be unique across the account and the data source. Special characters (except underscore _) and blank spaces are not allowed. It is best to follow a consistent naming scheme for future search to locate the tables.
Dataset Description: Enter a short description (optional) describing the dataset being fetched by this particular pipeline.
Notifications: Choose the events for which you’d like to be notified: whether "ERROR ONLY" or "ERROR AND SUCCESS".

Once you have finished click on Finish to save it. Read more about naming and saving your pipelines including the option to save them as templates here

Still have Questions?

We’ll be happy to help you with any questions you might have! Send us an email at info@datachannel.co.

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