Zoho Desk

Guide to integrate your Zoho Desk with Sprinkle

Pipeline Concepts

Before setting up the pipeline, learn about pipeline concepts here

Step by Step Guide

STEP-1: Configure Connection

To learn about Connection, refer here

• Log into Sprinkle application

• Navigate to Ingest -> Connections Tab -> New Connection ->

• Select Zoho Desk

• Provide all the mandatory details

  • Name: Name to identify this connection

  • Advance Settings: Refer here

• Connect to Zoho

• Test Connection

• Create

STEP-2: Configure pipeline

To learn about Pipeline, refer here

• Navigate to Import -> Connection -> Add ->

• Select Zoho Desk

• Provide the name -> Create

• Connection Tab:

  • From the drop-down, select the name of connection created in STEP-2

  • Update

STEP-3: Create Dataset

Datasets Tab: To learn about Dataset, refer here. Add Dataset for each report/dataset that you want to integrate, providing following details

• Organization (Required): Select the Organization whose data you want to access

• Report Type (Required): Type of Report

  • Accounts

  • Agent_Availability

  • Agent_Availability_Config

  • Agents

  • Articles

  • Associated_Tickets

  • Blueprints

  • Business_Hours

  • Calls

  • Channels

  • Community_Category

  • Community_Moderated_Topics

  • Community_Moderated_Users

  • Community_Topics

  • Contacts

  • Contracts

  • Countries

  • Customer_Happiness

  • Data_Sharing_Rules

  • Deleted_Resources

  • Departments

  • Domains

  • Duplicate_Accounts

  • Duplicate_Contacts

  • Email_Failure_Alerts

  • Events

  • Groups

  • Help_Centers

  • Holiday_Lists

  • KB_Category

  • Labels

  • Languages

  • Layouts

    • Module(Required): The Module acc. to which data will be fetched tickets contacts accounts

      • accounts

      • calls

      • contacts

      • contracts

      • events

      • products

      • tasks

      • tickets

      • timeEntry

  • Layouts Rules

    • Module(Required): The Module acc. to which data will be fetched tickets contacts accounts

      • accounts

      • calls

      • contacts

      • contracts

      • events

      • products

      • tasks

      • tickets

      • timeEntry

  • Layouts_Validation_Rules

    • Module(Required): The Module acc. to which data will be fetched tickets contacts accounts

      • accounts

      • calls

      • contacts

      • contracts

      • events

      • products

      • tasks

      • tickets

      • timeEntry

• Mail_Configurations

• Mail_Reply_Address

  • Departments (Required): Selecting All Dept means data will be fetched for all departments and Selecting Multi-Select means data will be fetched for only given departments

    • All Dept

    • Multi Select

• Modules

• Offline_Agents

  • Departments (Required): Selecting All Dept means data will be fetched for all departments and Selecting Multi-Select means data will be fetched for only given departments

    • All Dept

    • Multi Select

• Online_Agents

  • Departments (Required): Selecting All Dept means data will be fetched for all departments and Selecting Multi-Select means data will be fetched for only given departments

    • All Dept

    • Multi Select

• Organization_Fields

  • Module(Required): The Module acc. to which data will be fetched tickets contacts accounts

    • accounts

    • calls

    • contacts

    • contracts

    • events

    • products

    • tasks

    • tickets

    • timeEntry

• Products

• Profiles

• Roles

• Routing_Preferences

  • Departments (Required): Selecting All Dept means data will be fetched for all departments and Selecting Multi-Select means data will be fetched for only given departments

    • All Dept

    • Multi Select

• Skills

  • Departments (Required): Selecting All Dept means data will be fetched for all departments and Selecting Multi-Select means data will be fetched for only given departments

    • All Dept

    • Multi Select

• Skill_Configuration

  • Departments (Required): Selecting All Dept means data will be fetched for all departments and Selecting Multi-Select means data will be fetched for only given departments

    • All Dept

    • Multi Select

• Skill_Types

• Starred_Views

  • Module(Required): The Module acc. to which data will be fetched tickets contacts accounts

    • accounts

    • calls

    • contacts

    • contracts

    • events

    • products

    • tasks

    • tickets

    • timeEntry

• Support_Email_Address

  • Departments (Required): Selecting All Dept means data will be fetched for all departments and Selecting Multi-Select means data will be fetched for only given departments

    • All Dept

    • Multi Select

• Tasks

• Teams

• Tickets

• Ticket_Tags

• Ticket_Templates

• TimeZones

• Time_Track_History

• Users

• Views

  • Module(Required): The Module acc. to which data will be fetched tickets contacts accounts

    • accounts

    • calls

    • contacts

    • contracts

    • events

    • products

    • tasks

    • tickets

    • timeEntry

• Flatten Level(Required) : Select One Level or Multi Level. In one level, flattening will not be applied on complex type. They will be stored as string. In multi level, flattening will be applied in complex level till they become simple type.

• Destination Schema (Required) : Data warehouse schema where the table will be ingested into

• Destination Table name (Required) : It is the table name to be created on the warehouse. If not given, sprinkle will create like ds_<datasourcename>_<tablename>

• Destination Create Table Clause: Provide additional clauses to warehouse-create table queries such as clustering, partitioning, and more, useful for optimizing DML statements. Learn more on how to use this field.

• Create

STEP-4: Run and schedule Ingestion

In the Ingestion Jobs tab:

• Trigger the Job, using Run button

• To schedule, enable Auto-Run. Change the frequency if needed

Advanced Connection Settings

• API Read Timeout (In seconds) : Maximum time of inactivity between two data packets when waiting for the server's response. The default value is 30 seconds

• API Connection Timeout (In seconds) : Time period within which a connection between a client and a server must be established.

• Retry Limit : Number of retries allowed when an API call fails. For example if an API call fails and retry limit is 5 then it will check 5 times for that API call and if it succeeded then it will stop checking.

• Retry Sleep Time (In milliseconds) : Given time, after which retry should happen in case an API call fails.

• Version : it gives information about the version of Zoho desk API being used.

• Domain : Select from dropdown ( .in, .com, .eu, .com.au )

Dataset Fields

Accounts

• accountname

• email

• website

• phone

• createdtime

• customerhappiness_badpercentage

• customerhappiness_okpercentage

• customerhappiness_goodpercentage

• weburl

• id

Agents

• emailid

• isconfirmed

• status

• roleid

• profileid

• firstname

• lastname

• phone

• mobile

• aboutinfo

• extn

• countrycode

• photourl

• rolepermissiontype

• associatedchatdepartmentids

• associateddepartmentids

• name

• timezone

• id

• channelexpert

• langcode

• zuid

Articles

• modifierid

• commentcount

• attachmentcount

• creatorid

• author_photourl

• author_name

• author_id

• author_status

• author_zuid summary

• translationid authorid

• viewcount

• likecount

• rootcategoryid

• latestversionstatus

• translationstate

• portalurl

• dislikecount

• category_name

• category_id

• category_locale

• permission

• latestversion

• modifiedtime

• categoryid

• weburl

• createdtime

• title

• modifiedby_photourl

• modifiedby_name

• modifiedby_id

• modifiedby_status

• modifiedby_zuid

• permalink

• ownerid

• createdby_photourl

• createdby_name

• createdby_id

• createdby_status

• createdby_zuid

• feedbackcount

• position

• status

• id

• istrashed

• latestpublishedversion

• sourcelocale

• owner_photourl

• owner_name

• owner_id

• owner_status

• owner_zuid usagecount

• availablelocaletranslations

• islocked departmentid

• locale

Associated_Tickets

• id

• ticketnumber

• layoutid

• email

• phone

• subject

• status

• statustype

• createdtime

• channel

• duedate

• commentcount

• threadcount

• departmentid

• contactid

• assigneeid

• weburl

• source_type

• customerresponsetime

• isarchived

• isspam

Blueprints

• name

• description

• active

• dynamicTransOwnerType

• module

• departmentId

• layoutId

• type

• fieldId

• chartData

Business_Hours

• name

• status

• type

• holidayListId

• timeZoneId

• businessTimes

Calls

• id

• cf

• departmentId

• subject

• startTime

• direction

• duration

• status

• ownerId

• priority

• description

• createdTime

• modifiedTime

• creatorId

• ticketId

• contactId

• ticket

Channels

• code

• acceptsreplies

• replyconfig_updaterecords

• replyconfig_acceptsattachments

• replyconfig_contenttypes_0_

• replyconfig_contenttypes_1_

• replyconfig_includequotedmessage

• name

• type

Contacts

• lastname

• accountcount

• email

• phone

• createdtime

• ownerid

• accountid

• customerhappiness_badpercentage

• customerhappiness_okpercentage

• customerhappiness_goodpercentage

• weburl

• id

• isspam

• isanonymous

• isenduser

Contracts

• id

• departmentId

• contractNumber

• notificationAgentIds

• notifyBefore

• notifyOn

• startDate

• endDate

• ownerId

• createdBy

• modifiedBy

• createdTime

• modifiedTime

• contractName

• description

• cf

• sla

• account

• product

Countries

• name

• id

Customer_Happiness

• department

• agentid

• contactId

• accountId

• ticketId

• startTime

• endTime

• from

• limit

• rating

• duration

• startDate

• endDate

• sortBy

• include

Data_Sharing_Rules

• tickets

• calls

• accounts

• contracts

• contacts

• tasks

• events

• products

Departments

• id

• name

• description

• createdtime

• nameincustomerportal

• haslogo

• creatorid

• chatstatus

• sanitizedname

• isassigntoteamenabled

• isenabled

• isvisibleincustomerportal

• isdefault

Domains

• domain

• isVerified

• isApplied

• zdSecurityCode

• verifiedTime

• appliedTime

• verifiedBy

• appliedBy

• sslStatus

• sslRequestStatus

• sslRequestedBy

• sslRequestedTime

Events

• id

• cf

• departmentId

• subject

• startTime

• duration

• status

• ownerId

• priority

• description

• createdTime

• modifiedTime

• creatorId

• category

• ticketId

• contactId

• ticket

Groups

• name

• description

• logoId

• helpCenterId

Help_Centers

• locales

• logourl

• status

• id

• ismultilingualenabled

• isencodedpermalinkallowed

• primarylocale

• url

• helpcenterlocales

• name

• departmentids

• isdefault

Holiday_Lists

• name

• holidays

• status

• associatedBusinessHourIds

KB_Category

• translations

• articleviewtype

• encryptedworkspaceid

• workspaceid

• modifiedtime

• createdtime

• visibility

• helpcenterid

• modifiedby_photourl

• modifiedby_name

• modifiedby_id

• modifiedby_status

• modifiedby_zuid

• createdby_photourl

• createdby_name

• createdby_id

• createdby_status

• createdby_zuid name

• groups

• status

• order

• isreviewenabled

• associateddepartmentids

• feedbackticketconversionpreference_status

• istrashed

• id

Labels

• name

• logoId

• helpCenterId

• preferences

Layouts

• modifiedtime

• isstandardlayout

• haslogo

• departmentid

• module

• layoutdisplayname

• layoutdesc

• isdefaultlayout

• layoutname

• skipdeptaccessvalidation

• layoutprofiles

• createdby

• createdtime

• modifiedby

• id

• status

Layout_Rules

• name

• description

• fieldName

• displayLabel

• status

• executeInHelpCentre

• fieldConditions

Mail_Configurations

• privatethreadconfig

• agentnameinticketreply

• createcontactwithreplyto

• createticketfororiginalsender

• autocctomailbox

Mail_Reply_Address

• displayname

• serviceprovidertype

• id

• departmentid

• smtpdetails

• isactive

• isverified

• address

Offline_Agents

• agentid

• status

Organization_Fields

• displaylabel

• apiname

• iscustomfield

• i18nlabel

• name

• isencryptedfield

• id

• type

• maxlength

• ismandatory

• allowedvalues

Products

• id

• departmentIds

• ownerId

• productName

• productCode

• productCategory

• manufacturer

• unitPrice

• cf

• createdBy

• modifiedBy

• createdTime

• modifiedTime

• description

Profiles

• default permissions_crminteg_crmcontactsactivityevents

• permissions_crminteg_crmaccountsactivityevents

• permissions_crminteg_crmaccountsactivitytasks

• permissions_crminteg_crmaccountsinfo

• permissions_crminteg_crmcontactsactivitycalls

• permissions_crminteg_crmaccountsnotes

• permissions_crminteg_crmaccountsactivitycalls

• permissions_crminteg_crmcontactsinfo permissions_crminteg_crmcontactsnotes

• permissions_crminteg_crmcontactsactivitytasks

• permissions_crminteg_crmaccountspotentials

• permissions_crminteg_crmcontactspotentials permissions_reports_view

• permissions_reports_edit permissions_reports_create permissions_reports_delete

• permissions_reports_export

• permissions_tickets_mergetickets

• permissions_tickets_changeowner

• permissions_tickets_import

• permissions_tickets_handleunassigned

• permissions_tickets_edit

• permissions_tickets_closeticket

• permissions_tickets_mailreview

• permissions_tickets_delete

• permissions_tickets_view

• permissions_tickets_create

• permissions_tickets_addfollowers

• permissions_tickets_export

• permissions_tickets_mailsend

• permissions_tickets_unassignedchangeowner

• permissions_comments_edit

• permissions_comments_delete

• permissions_im_view

• permissions_im_edit

• permissions_im_create

• permissions_im_delete

• permissions_social_view

• permissions_contracts_view

• permissions_contracts_import

• permissions_contracts_edit

• permissions_contracts_create

• permissions_contracts_delete

• permissions_contracts_export

• permissions_community_view

• permissions_community_edit

• permissions_community_create

• permissions_community_delete

• permissions_community_moderate

• permissions_products_view

• permissions_products_import

• permissions_products_edit

• permissions_products_create

• permissions_products_delete

• permissions_products_export

• permissions_agents_overview

• permissions_agents_import

• permissions_agents_edit

• permissions_agents_create

• permissions_agents_delete

• permissions_agents_viewallfields

• permissions_zia_view

• permissions_zia_edit

• permissions_zia_create

• permissions_zia_delete

• permissions_kbcategory_view

• permissions_kbcategory_editallarticles

• permissions_kbcategory_import

• permissions_kbcategory_edit

• permissions_kbcategory_create

• permissions_kbcategory_delete

• permissions_kbcategory_export

• permissions_calls_view

• permissions_calls_import

• permissions_calls_edit

• permissions_calls_create

• permissions_calls_delete

• permissions_calls_export

• permissions_chat_view

• permissions_setup_timetracking

• permissions_setup_exportportalusers

• permissions_setup_layouts

• permissions_setup_automation

• permissions_setup_featureconfig

• permissions_setup_customerhappiness

• permissions_setup_department

• permissions_setup_portal

• permissions_setup_webform

• permissions_setup_rebranding

• permissions_setup_email

• permissions_setup_tabsandfields

• permissions_setup_exportusers

• permissions_setup_teams

• permissions_setup_im

• permissions_setup_social

• permissions_setup_templates

• permissions_setup_permission

• permissions_setup_signupapproval

• permissions_setup_community

• permissions_setup_importhistory

• permissions_setup_manageagents

• permissions_setup_portalusers

• permissions_setup_gamification

• permissions_setup_managerdashboard

• permissions_setup_googleanalytics

• permissions_setup_webhooks

• permissions_setup_chat

• permissions_setup_telephony

• permissions_financeinteg_sendsalesorder

• permissions_financeinteg_createsalesorder

• permissions_financeinteg_sendinvoice permissions_financeinteg_viewsubscription

• permissions_financeinteg_createestimate permissions_financeinteg_createcontact

• permissions_financeinteg_viewinvoice permissions_financeinteg_createinvoice

• permissions_financeinteg_sendestimate permissions_financeinteg_viewsalesorder

• permissions_financeinteg_viewestimate permissions_accounts_view

• permissions_accounts_import permissions_accounts_edit

• permissions_accounts_create permissions_accounts_delete permissions_accounts_export permissions_timeentry_view

• permissions_timeentry_edit permissions_timeentry_create permissions_timeentry_delete permissions_gc_view

• permissions_gc_edit permissions_gc_create

• permissions_gc_delete

• permissions_contacts_view

• permissions_contacts_import

• permissions_contacts_edit

• permissions_contacts_create

• permissions_contacts_delete

• permissions_contacts_export

• permissions_tasks_view permissions_tasks_import permissions_tasks_edit

• permissions_tasks_create permissions_tasks_delete permissions_tasks_export permissions_events_view permissions_events_import

• permissions_events_edit

• permissions_events_create

• permissions_events_delete permissions_events_export

• name description

• id

• isvisible

• type

Roles

• isdefault

• sharedatawithpeers

• immediatesubroles

• name

• description

• id

• isvisible

• reportsto

Routing_Preferences

• departmentId

• isThresholdEnabled

• thresholdLimit

• assignBacklog

• backLogLimit

• assignBacklogsBy

• assignToOfflineAgents

• freshTicketAssignMode

Skills

• name

• description

• status

• skillTypeId

• criteria

• agentIds

Skill_Configuration

• departmentId

• attachSkillsOption

• autoSkillStamping

Support_Email_Address

• id

• address

• ismailfetching

• departmentid

• friendlyname

Tasks

• id

• cf

• departmentId

• subject

• ticketId

• dueDate

• ownerId

• category

• status

• priority

• description

• createdTime

• modifiedTime

• creatorId

• ticket

• contactId

• reminder

Teams

• name

• description

• departmentId

• subTeams

• roles

• rolesWithSubordinates

• agents

• derivedAgents

Tickets

• id

• ticketnumber

• layoutid

• email

• phone

• subject

• status

• statustype

• createdtime

• language

• channel

• duedate

• commentcount

• threadcount

• departmentid

• contactid

• assigneeid

• weburl

• isspam

• customerresponsetime

• isarchived

• source_type

Ticket_Templates

• id

• ticketTemplateName

• showInCustomerPortal

• layoutId

• ticketTemplateValues

TimeZones

• id

• name