Zendesk Connection
Steps to set up a Zendesk data connection
Step 1: Configure a new API token with sufficient permissions
API tokens can be used as part of 2-factor authentication for integrations. You can view, add, delete, and manage API tokens in the Zendesk Admin interface.
In order to generate an API token, you must be an administrator, and Token Access must be enabled.
To generate an API token
Click the Admin icon (
) in the sidebar, then select Channels > API.
Click the Settings tab, and make sure Token Access is enabled.
Click the + button to the right of Active API Tokens.
Optionally, enter a description under API Token Description. The token is generated, and displayed for you:
Copy the token, and paste it somewhere secure. Once you close this window, the full token will never be displayed again.
Click Save to return to the API page. A truncated version of the token is displayed:
Step 2: Allowlist EMS IP addresses
Note
Follow this step only if your system is IP-blocked.
If your system is only reachable within a certain IP range, you need to allowlist the outbound IPs of the EMS, otherwise data cannot be extracted. The IPs of the EMS are different depending on the cluster (eu-1 or us-1). For the list of clusters and their IP addresses, see Allowlisting Celonis IP addresses.
Step 3: Create a Data Connection in a Data Pool
Step-by-step
Enter the name of the new Zendesk Data Connection.
Choose between Direct or Uplinked. Direct for extracting data from cloud platforms and Uplinked for local systems that run within your organization (on-premises). In this case only Direct applies.
Enter your username. This username is a combination of your administrator login to Zendesk and the authentication method, e.g. if your Zendesk login is max@mustermann.com and you created an API token with this user, the username will be max@mustermann.com/token
Enter the API token you have created (see Step 1)
Insert the realm of your Zendesk instance. The general naming convention follows: https://[companyName].zendesk.com
The maximum number of parallel extractions that the data connection allows.
Data Extraction
Data Access
The Celonis Extractor performs read-only operations on your Zendesk data. No writing changes (like updates, deletions) will be performed at any time during the extraction process.
Source System Impact
The Celonis Extractor is bound to the API call limits applied by Zendesk, guarding the system from any performance issues. That means that each extraction is limited to 1,000 entries per table.
Security
Transfer of the data from the Zendesk system to the target system is secured through HTTPS, which allows for an encrypted exchange of information.
Used API
The Celonis Extractor uses the Support REST API of Zendesk (Link).