How to configure Zendesk OAuth Application and Connection for REST API

Introduction

To consume Zendesk data using the REST API, you can use different methods. Now, let’s see how to create an OAuth Application so you don’t have to rely on a static Token or a UserID/Password to access data.

The OAuth method is more secure and recommended over other methods, so whenever possible, use it.

Create Zendesk OAuth Application

To create an OAuth App for Zendesk, perform the following steps.

1. Log in to your Zendesk Portal. And go tothe  following URL (This step assumes you have admin rights to createan  OAuth App)
   
   https://zappysys.zendesk.com/agent/admin/api/oauth_clients

   1	https://zappysys.zendesk.com/agent/admin/api/oauth_clients

   

   How to create a Zendesk OAuth Application for REST API Access

2. After clicking on the plus sign and entering app information (e.g., Display name, Unique ID, also known as ClientId or AppId )
   

   Configure Zendesk OAuth App

3. All the way at the bottom of that page, you will see Secret (i.e., Client Secret). Save that along with a unique identifier for later use.
4. That’s it. Now you can start using the Zendesk OAuth App to access the REST API

Understanding Scopes

In the next section, you will learn how to configure an OAuth connection. During that, you will need to specify scopes (Token Permissions you want to grant).

The syntax to define the scope is as follows. Scope can be read-only, write-only, or read-write. The resource is an optional part. If you omit the scope, it will be applied to all.

You can use the following resource scope for the following resources:

Examples of scopes for Zendesk Chat APIs

Calling Zendesk REST API using SSIS PowerPack OAuth Connection

Here is how you can use Zerdesk OAuth to access the API using the SSIS PowerPack JSON / REST Source

1. First, drag the ZS JSON Source from the SSIS Toolbox into the Data Flow designer
2. Configure JSON Source as below. Make sure you update the URL to your domain.
   URL for Zendesk Tickets API
   
   https://{YOUR-DOMAIN}.zendesk.com/api/v2/tickets

   1	https://{YOUR-DOMAIN}.zendesk.com/api/v2/tickets

   URL for Zendesk Chat API
   
   https://{YOUR-DOMAIN}.zopim.com/api/v2/chats

   1	https://{YOUR-DOMAIN}.zopim.com/api/v2/chats

3. Configure the OAuth Connection As below for the Zendesk Ticket API. Scopes differ for the Ticket and Chat APIs; please enter the appropriate ones.
   

   Configure SSIS OAuth connection for Zendesk API Access

   

   Configure OAuth Redirect URL and Content Type

4. Configure the OAuth Connection As below for the Zendesk Chat API. Scopes differ for the Ticket and Chat APIs; please enter the appropriate ones.
   

   Zendesk Chat OAuth Settings – General Tab

   

   Zendesk Chat OAuth Settings – Advanced Tab

   

   Zendesk Chat OAuth Settings – OAuth2 Grant Options Tab

5. After you set the necessary parameters, click Generate Token (Login using your account with the required permission needed to access data)
   As of now, Zendesk doesn’t support Refresh Token. So once you click Generate Token, it will only create an Access Token (which doesn’t expire until you revoke it explicitly). The Refresh Token will be blank, as expected.
   OAuth 2.0 Flow (Google API Example)
   

   Connect to Google API using OAuth 2.0 (YouTube API Example)

6. Configure Pagination parameters as below
   

   SSIS JSON Source –
   Configure Zendesk REST API Pagination

7. Select Filter
   

   Select Filter – Extract Data from Zendesk API Response (Read Tickets)

8. Click Preview to test
   

   SSIS JSON Source – Data Preview – Zendesk REST API Call to extract tickets

Adding Retry Settings for HTTP or OAuth connection

Zendesk enforces an API rate limit, which means you cannot issue too many API calls in a given time frame. Check this document for exact information.

ZappySys provides API retry settings on both the OAuth Connection and the HTTP Connection. For Zendesk you can retry on a specific status code 429

1. Open connection manager UI
2. Go to Retry-Settings page
3. Select Retry web error on matching response status code.
4. Enter 429 for status code
5. Check multiply wait time
6. In the wait time enter 5000 (wait 5 seconds or multiple of 5 seconds)
7. Set Max retry count as 6

See below example (Its not for Zendesk but will give you an idea)

Retry Options

Configure Zendesk API Pagination and Filter for SSIS JSON Source