Getting Started

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.

Integration Features

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 (#) 
  • Ticket Name 
  • Ticket Type 
  • Organization 
  • Ticket Status 
  • Zendesk Assignee 
  • Zendesk Requester 
  • Group
  • Ticket Priority 
  • List of tags 

Onna Sync Modes

We currently support three syncing modes - one-time, incremental, and auto.

  • One-time is a one-way sync that collects information only once. You can use our date range picker to sync tickets from a particular time range
  • Archive means that Onna will perform a full sync first and will continuously add any new files generated at the data source. The sync type does not delete files deleted from the data source
  • Auto-sync means that Onna will perform a full sync first and will keep the data source and Onna in mirrored sync. Any deletions from the data source will be deleted in Onna, as well.

Zendesk accounts are best collected through an admin account. 

Data Exports

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 (#) 
  • Ticket Name 
  • Ticket Type 
  • Organization 
  • Ticket Status 
  • Zendesk Assignee 
  • Zendesk Requester 
  • Group
  • Ticket Priority 
  • 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 start a collection

Click on 'Add source' and select Zendesk

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.  

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 to name your source
Pick the type of sync you'd like for the source: whether auto sync, archive or one-time sync.

Here you'll also have the option to include Suspended and/or Deleted Tickets with your collection.

Note: If you'd like to sync a specific time range, choose one-time sync and use the date picker to select your dates 

Once you have clicked "Sync", 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

Clicking on the information icon on the top right will take you to the source details where you can see how many files it has and it's size.

Click on Audit Logs to see logs from collection and processing

Ready to start collecting from Zendesk? 

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