Zendesk import

DevRev's Zendesk import allows you to perform a bulk migration, ongoing 1-way sync, or ongoing 2-way syncs. A bulk import is a pre-requisite to setting up a sync.

Supported Objects

The following is a list of Zendesk objects and their corresponding DevRev equivalent. Those marked as Sync to DevRev are eligible for import/sync to DevRev from Zendesk. Those marked as Sync to Zendesk are eligible to be synced to Zendesk from DevRev.

Zendesk	DevRev	Sync to DevRev	Sync to Zendesk
Ticket	Ticket	✅	✅
Ticket Comments	Ticket Comments	✅	✅
Ticket Attachments	Ticket Attachments	✅	✅
Organization	Account	✅	❌
Agent	DevUser	✅	❌
End User	Contact	✅	❌
Tag	Tag	✅	❌
Chat	Conversation	❌	❌
Conversation	Conversation	❌	❌
SLA	SLA	❌	❌
KB Article	Article	❌	❌
Automation	Snap-in	❌	❌
Macro	Command	❌	❌
Custom Object	Custom Object	❌	❌

Importing from Zendesk

Follow the steps below to import from Zendesk:

1. Go to Settings > Imports and click Start Import or Import.
2. Create a new connection to your Zendesk account, or use an existing connection if you already have one.
3. Once the connection is established, select the Zendesk workspace you want to import and specify the DevRev part where the imported tickets should be created. This initiates a bulk import of the selected workspace.
4. DevRev makes an effort to automatically map the fields from Zendesk to corresponding fields in DevRev. However, you may be prompted to manually map certain fields if needed.

The duration of the import depends on the size of the Zendesk account. It can take seconds for an account with only a few tickets to a few hours for an account with tens of thousands of tickets with many attachments. DevRev honors the Zendesk API rate limits and back-off and resume automatically.

Post Import Options

After a successful import, you have the following options available for the imported project:

• Sync to DevRev
  • This option allows you to synchronize any modifications made in Zendesk with the corresponding items previously imported into DevRev. It also creates new items in DevRev for any new tickets, customers, or organizations created in Zendesk after the last sync or import.
• Sync to Zendesk:
  • This options synchronizes any changes made in DevRev to previously synced Zendesk supported items back to Zendesk. It also creates any items marked in DevRev for creation in Zendesk. This is a one-time operation.
• Periodic Sync
  • By enabling this option, you can automatically sync new changes from Zendesk to DevRev on a periodic basis. The default frequency is once an hour.
• View Report
  • This option allows you to access detailed information about the initial import and any subsequent syncs performed.
• Delete Import
  • If you wish to remove the import and all items that were imported from Zendesk into DevRev, you can use this option.
• Edit Connection
  • Use this option to change the connection used for any subsequent actions. It can be helpful if a connection becomes inactive or the user who established it is no longer available.

Historical Imports

To view currently running and previous imports from various sources, including Zendesk, follow these steps:

1. Go to Settings > Imports.

Sync to DevRev

After a successful import from a Zendesk workspace, you can choose to sync the imported data with DevRev. This feature imports any new tickets, customers, organizations, and any changes made to previously imported items from Zendesk.

To perform a one-time sync to DevRev, follow these steps:

1. Go to Settings > Imports.
2. Locate the previously imported project.
3. Select the ⇆ > ⇾ From Zendesk to DevRev option.

note

Please be aware that this may override fields in previously imported items, even if they were modified in DevRev.

Sync to Zendesk

After a successful import from a Zendesk account, you can sync changes made in DevRev to the previously imported supported items back to Zendesk. Additionally, any new DevRev tickets marked for sync are created as new Zendesk items.

To perform a one-time sync to Zendesk, follow these steps:

1. Go to Settings > Imports.
2. Locate the previously imported project.
3. Select the ⇆ > ⇾ From DevRev to Zendesk option.

note

This may override fields in Zendesk of previously imported items, even if they were modified in Zendesk.

Mark a DevRev ticket for syncing

Using the Sync to Zendesk feature, it is possible to sync DevRev tickets to Zendesk. In order to sync a DevRev ticket to a specific Zendesk type, it must be marked for syncing. Marking a DevRev ticket for syncing can only be done during the creation of a new ticket. During ticket creation, select the dropdown for Type and set it to the Zendesk account and type the ticket should be synced to. The format is as follows: zendesk {Zendesk Subdomain} tickets.{type}.

For example, if you want to sync a new ticket of type question to a Zendesk account that is served via https://devrev.zendesk.com, this would show as zendesk devrev tickets.question.

After a DevRev work item has been marked for syncing, it is created in the specified Zendesk account next time the Sync from DevRev to Zendesk runs. This can be triggered manually or automatically via a Periodic Sync. Future syncs keeps this item updated on both sides after it has been created in Zendesk.

Periodic Sync

After successfully importing from a Zendesk account, you have the option to enable a periodic sync. This allows for automatic synchronization between Zendesk and DevRev on a regular basis. By default, the sync occurs once an hour. The sync can be configured to be Sync to DevRev, Sync to Zendesk or both.

To enable a periodic sync, follow these steps:

1. Go to Settings > Imports.
2. Locate the previously imported project.
3. Select the ⇆ > Start Periodic Sync option.

To disable a periodic sync, follow these steps:

1. Go to Settings > Imports.
2. Locate the previously imported project.
3. Select the ⇆ > Stop Periodic Sync option.