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The Zendesk cloud connector allows you to collect Zendesk ticket data directly from Zendesk for review in Everlaw. Uploading data directly into Everlaw from your Zendesk account requires having the Zendesk Support role of Admin in your Zendesk subdomain, as well as Database Upload permissions on Everlaw.
Alternatively, Everlaw also supports uploading Zendesk XML exports as native uploads. Note that Zendesk XML exports only contain ticket comment data and do not include ticket events or attachments.
Collecting Zendesk ticket data
To start a new Zendesk upload, go to the Native Uploads page and select the Zendesk tile under “Collect from cloud application.”
When starting a Zendesk upload, you will be prompted to enter the relevant Zendesk subdomain you wish to collect from. Zendesk subdomains take the format “https://subdomain.zendesk.com”. You can find the subdomain by logging into your Zendesk account’s view of tickets and then copying the URL from the address bar. The subdomain must be specified, since a single user can have multiple accounts across Zendesk subdomains.
If you are not already signed in, you will then be prompted to sign into the chosen Zendesk subdomain. On the first Zendesk upload per user and subdomain, you will be prompted to allow the Everlaw application to access Zendesk data.
Next, you will be able to filter the set of tickets to be collected. The Zendesk connector allows filtering by creation date range of tickets and/or a search. This search follows the same search functionality as Zendesk Support searches.
Common searches may include keywords, requesters, assignees, cc. Zendesk's search syntax uses an AND function for different terms but will use an OR function for multiple instances of the same property.
For example, a search for
will find tickets containing both "zendesk" AND "ticket", while a search for
zendesk ticket tags:warranty tags:issue
will find tickets containing both "zendesk" AND "ticket" that also have either the tag "warranty" and/or the tag "issue".
The Everlaw query builder can also create such a search if you choose to upload all your tickets from Zendesk:
If no query or date range is selected, you will collect all tickets in the Zendesk subdomain. If both a search query and date range are specified, you will upload tickets that satisfy both the specified date range and the search query.
If there are no results or an error in your search syntax, there will be an error message explaining the issue. Additionally, there is a limit of 500,000 tickets per upload card. If you need to upload more than 500,000 tickets at once, please split the upload into multiple uploads.
For full documentation of Zendesk's search syntax and field values, you can refer to the following pages:
You can view the expected number of tickets in the upload on the summary tab with your search and date range by clicking "Next" to view the summary tab. You can modify your search and date range by going back to the previous stage and changing your search or date range.
You will then be asked to configure the native upload. Learn more about native upload settings.
After you finalize the upload configuration, Everlaw will upload and process the ticket data from Zendesk for review. Take note of the following for Zendesk uploads:
- You must create PDF images (the default) as part of your upload configuration or else the data will not be processed correctly for review.
- The default custodian for Zendesk objects is the subdomain. This default can be overridden for the entire upload with a user-supplied value, similar to how custodians can be overridden in local uploads.
To view the cloud upload configuration for a Zendesk upload, you can view the upload card’s upload details dialog and open the transferring tab, before expanding the source file and clicking “Show upload configuration”.
The speed of the upload depends on your Zendesk instance's API rate limit; this can vary from 100 requests/min to 2500 requests/min. You can view your instance rate limit from the Zendesk admin center. The connector will use any available API rate-limit bandwidth to upload tickets. If multiple Zendesk uploads are active from the same Zendesk instance, the rate limit will be split between them evenly.
Reviewing Zendesk ticket data
Zendesk tickets uploaded with the Zendesk cloud connector are automatically processed into a readable format with relevant information and links to related files and tickets. Zendesk tickets uploaded through the cloud connector are typed as “Support Ticket”, which can be used in the search builder under Type.
Zendesk tickets uploaded with the new connector will include any attachments to ticket comments such as screenshots, videos, etc. Attachments will be shown in the context panel of the review window when reviewing a ticket with attachments. Attachments can also be grouped with the parent ticket on the results table by grouping search results by attachment groups.
Learn more about viewing document groups in the results table.
When reviewing a ticket, the ticket title and Zendesk ticket ID will be shown at the top of the PDF view. Additionally, Everlaw consolidates the requester, assignee, the date range of the ticket (creation - last update), the ticket type and priority into a header at the top of the ticket.
Every ticket comment and event shown will be time stamped accordingly. All ticket comments and events are time stamped with UTC timezones. Internal ticket comments are indicated with a box around the comment and an “Internal” tag to distinguish them from public ticket comments. Everlaw shows the ticket events in-line with the ticket comments. Events that will be processed by Everlaw and included in-line with ticket comments are changes to tags, type, priority, and status.
Everlaw automatically adds metadata for Zendesk ticket IDs as well as current tags to the metadata of the native ticket file. Ticket ID as well as tags can be used in the query builder to search for tickets with specific tag values or ID values.
If they have been collected, tickets that are linked problems or follow-up tickets will be included in the Linked Documents section of the review window context panel. These can be either backlinks or outbound links, depending on the order of ticket creation. For linked problems, incident tickets are shown as backlinks to the problem ticket and the problem ticket is shown as an outbound link on incident tickets. For follow-up tickets, the prior ticket will be shown as a backlink and the follow-up ticket as an outbound link.
Learn more about the Linked Documents section of the context panel.