Setting up Amazon AppFlow with Zendesk

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13 Comments

  • KC Tan

    Hi, I've been testing out the Zendesk AppFlow integration and noticed for the ticket_metric_events AppFlow I was only able to get 10k records. I set it initially to be on demand which from the documentation I understand should give me all historical records. Please advise if I'm missing something in the configuration or this is a bug. Thanks!

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  • 逢坂さん

    How can we map some fields in csv to Zendesk User Fields?
    I'm trying to create flow that upsert Zendesk user with csv on S3.

    "User Fields" is in "Destination field name", but the type is "integer".

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  • David Hall
    Zendesk Product Manager

    Hi @..., thanks for raising this.  I'm seeing the same thing and the flow doesn't seem to be able to update custom fields, so I've reached out to our contacts at AWS for assistance.  I'll update you as soon as I know more.

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  • Steve Tornatore

    Great instructions here!  Only thing:  What do I do NEXT?  After I create the flow, and RUN FLOW, I go into the S3 bucket and see an object, but WHAT app do I open that object in? Notepad?  XML?  ...etc.....  How do i read the data?

    steve

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  • David Hall
    Zendesk Product Manager

    Thanks Steve :)

    Appflow takes the data it extracts from Zendesk, then pushes it into a CSV file in S3 (which is the object you're seeing).

    There are some directions here that will guide you through downloading the CSV file.  After you've downloaded it you can use it like any other CSV.  For instance: opening it in a local application like Excel; or uploading it into some other system.

    Appflow's scheduled flows also lend themselves to automated processes, such as regularly aggregating data from Zendesk and other systems into a data lake.  There's some information here about S3 Event Notifications which will help you get started down that path.

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  • Viktor Hristovski

    Hi David, what kind of object from Zendesk should i select, if i want to map custom fields values(like a value from a dropdown) from zendesk to AWS flow? I only see these ones. However im not able to choose the specific custom field i need . Also im not allowed to make a formula

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  • Eric Nelson
    Zendesk Developer Advocacy
    Hey Viktor,

    If you're looking to add in custom ticket field values, you'd want to choose the "Tickets" Object as it would include the fields as part of that recordset. 
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  • Viktor Hristovski

    Hi Eric, even when choosing Tickets as object, im only then able to see the ticket properties, but i cant choose any custom fields to transfer. It might be that AWS hasnt implemented this yet?

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  • Eric Nelson
    Zendesk Developer Advocacy
    Hey Viktor,

    Huh that's really odd, the custom fields are part of the standard ticket object so they should be including them. So all you're seeing is the native ticket properties when mapping the fields?
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  • Hemanth Jammula

    Hi, we have been testing the Appflow for updating the data from our HR system onto Zendesk using a csv file stored in S3 bucket. Can we delete/deactivate the users who have left the organization using any indicator/field apart from upserting the data in the CSV file?

    Hemanth

     

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  • David Hall
    Zendesk Product Manager

    Hi Hemanth, just to clarify:

    - your HR system is the source-of-truth for your users

    - when users are deleted/deactivated in the HR system they also need to change in Zendesk

    - you'd like to do this using Applfow

    Is that correct?

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  • Hemanth Jammula

    Hi David,

    Yeah..I would like to delete the users in Zendesk using Appflow when they are terminated in our HR system.

     

    Regards,

    Hemanth

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  • David Hall
    Zendesk Product Manager

    Got it, thank you.

    As you've probably noted, Appflow can only create or update Zendesk entities and doesn't directly allow for deletion.

    You could consider a solution that uses Appflow to make a change to the User (e.g. add the Tag "delete_this_user"), and use Zendesk Integration Services to watch for those Tags and action the deletion via API.  Depending on how many Users you expect to delete in a single update you'll need to be mindful of your Zendesk Support API limits.

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