How it works
High level functional specification
This integration runs daily and creates timesheet records in Xledger based on all tickets that have been updated that day, by our support agents. To achieve this integration, we have used the Xledger GraphQL API, for more details on this API please have a look at the Documentation. (See attached Xledger GraphQL Documentation 2021-11-19)
Current limitations
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The Zendesk API does not have the capability to pull through the amount of time the agent has spent on the ticket. Because of this our agents have to manually enter the amount of working\ invoice hours, they've spent on the ticket.
Mappings
Process Flow
Integration variables
Cyclr allows for variables to be maintained against an integration. These can be set for each instance of an integration and allows for easy customer specific configuration. The following are available for the Zendesk to Xledger integration:
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system error activity
Xledger database code used for when adding the timesheet record and the ticket activity is System error.
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Partner activity
Xledger database code used for when adding the timesheet record and the ticket activity is Partner.
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Direct activity code
Xledger database code used for when adding the timesheet record and the ticket activity is Direct.
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Hypercare activity
Xledger database code used for when adding the timesheet record and the ticket activity is Hypercare.
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Other activity
Xledger database code used for when adding the timesheet record and the ticket activity is other.
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Entity
Xledger database ID for the entity you wish to upload the timesheet record to.
Field mappings
| Timesheet Record (Xledger) | Value/notes |
|---|---|
| employeeId | Gets the user from the Zendesk ticket notes. |
| projectId | Gets the project code from the Zendesk ticket notes. |
| activityId | Integration Variable: System error, Partner, Direct, Hypercare or Other. |
| assignmentDate | "Updated at" date field from the Zendesk ticket. |
| workingHours | |
| invoiceHours | |
| text | Get ticket:ID +" "+ Get ticket: Functional area +" "+ Get ticket: Subject |