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This page explains which are the Push and Pull methods supported by Zendesk connector. Push are the methods where interworks.cloud platform sends information to Zendesk and pull are the methods where we get information from Zendesk . For each method the data transformation schema is explained.


PushPull

CreateUpdateDeleteCreateUpdate
Contact


Cases



Properties Mappings


Contact Entity

For BSS Contact entities we support both push and pull methods.

Below table presents property mapping between BSS Contact entity and Zendesk end user entity

Contact (BSS entity)End-User (Zendesk entity)
EmailEmail
FirstName+LastNameName
MobilePhonePhone
ServerVariable
Role
Role
"True"Verified


Case Entity

For BSS Case entities we support both push and pull methods.

Below table presents property mapping between BSS Case entity and Zendesk ticket entity

Case (BSS entity)Ticket (Zendesk entity)
Contact.IntegrationId *Requester_Id
Contact.IntegrationId *Submitter_Id
Type.IntegrationIdType
NameSubject
NameRaw_Subject
DescriptionDescription
Priority.IntegrationIdPriority
Status.IntegrationIdStatus
DueDateDue_At
Description *Comment

Requester_Id , Submitter_id
In case no contact is present for a ticket, the static value of ServerVariable Submitter_ID is used in order to define the Requester_Id and Submitter_Id of the ticket

Comment
If Account or Product exists on a BSS Case, comment will include the Account name/Id  and Product name/id respectively.

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