Zendesk Support MAR Management

Zendesk Connector Overview

Zendesk supports history for a subset of tables where keeping track of the history provides analytical value. This means that each new version of a record is added as a new row without creating duplicates of the same version. The following tables use the type 2 slowly-changing dimension format to track the history of records:
- TICKET_TAG_HISTORY
- TICKET_FIELD_HISTORY
- SLA_POLICY_METRIC_HISTORY
- SLA_POLICY_HISTORY
- SKIP_TICKET_HISTORY
For all other tables when Fivetran detects a change in the data, we update or insert (upsert) into the destination, overwriting old data
Fivetran detects deleted tickets and adds a _fivetran_deleted column for a subset of Zendesk tables
Custom fields configured in Zendesk will be captured and synced by Fivetran
Fivetran excludes ORGANIZATION_MEMBERSHIP and AUDIT_LOG tables from the sync by default because it can be a large table and may degrade performance. If you want to sync these tables, go to the Schema tab of your Fivetran dashboard and select the tables.

There are 5 primary actions that will contribute toward MAR:

Be aware of any Zendesk automation and triggers that make bulk edits or updates (ex: tickets automatically closed after 30 days without update). All updates to objects will contribute toward MAR, so be sure to understand all processes in Zendesk
The ORGANIZATION_MEMBERSHIP, AUDIT_LOG, and CALL_METRIC tables are disabled by default. Only enable them if that data is needed
Priority-first syncs will first sync most recent tickets during the historical sync and subsequent incremental syncs will also capture historical data, which is counted toward MAR. Priority-first syncs are automatically enabled for TICKET and its sub-tables and CALL_METRIC. The first sync with a subset of the data is free. The subsequent syncs that are required to complete the historical sync do count towards MAR