Clean Date Time Inputs and Convert to UTC

Description

This function is called from the to_unixtime() function. It takes a data-time object as a parameter and returns a cleaner string by stripping out unnecessary objects from the timestamp.

Usage

from_8601(x)

Arguments

Value

A datetime vector with the user's start time converted to UTC time zone.

Get Metrics on All Zendesk Tickets

Description

This function takes your Email Id, authentication token, and sub-domain and parses all the tickets and its corresponding metrics in a list. Since each iteration only returns 100 tickets at a time you must run the loop until the "has_more" parameter is equal to FALSE.

Usage

get_all_ticket_metrics(email_id, token, subdomain)

Arguments

Details

Its not a good practice to write down these authentication parameters in your code. There are various methods and packages available that are more secure; this package doesn't require you to use any one in particular.

Value

Data Frame with metrics for all tickets

References

https://developer.zendesk.com/rest_api/docs/support/ticket_metrics

Examples

## Not run: 
ticket_metrics <- get_all_ticket_metrics(email_id, token, subdomain)

## End(Not run)

Returns the system and all the custom fields defined by your organization's zendesk administrator

Description

It takes your Email Id, authentication token, sub-domain as parameters and gets the system and all the custom fields available for a zendesk ticket.

Usage

get_custom_fields(email_id, token, subdomain)

Arguments

Details

It's not a good practice to write down these authentication parameters in your code. There are various methods and packages available that are more secure; this package doesn't require you to use any one in particular.

Value

A data frame containing all ticket fields

References

https://developer.zendesk.com/rest_api/docs/support/ticket_fields

Examples

## Not run: 
fields <- get_custom_fields(email_id, token, subdomain)

## End(Not run)

Get Ticket Satisfaction Ratings

Description

This function takes your Email Id, authentication token, sub-domain and start time as parameters and gets all the satisfaction ratings for tickets which have been received on or after the start time parameter. By default each page returns 100 unique tickets and a next page url value which stores a pointer to the next page (by updating the start time parameter). After getting the first page this function will then loop through all subsequent pages until there are none left.

Usage

get_satisfaction_ratings(
  email_id,
  token,
  subdomain,
  start_time,
  rating_type = "received"
)

Arguments

Details

It's not a good practice to write down these authentication parameters in your code. There are various methods and packages available that are more secure; this package doesn't require you to use any one in particular.

The start time parameter should be in 'UTC' format as Zendesk uses the 'UTC' time zone when retrieving tickets after the start time. For example, the US Eastern Time Zone is currently four hours behind UTC. If one wanted to get tickets starting on August 1 at 12 am, you would need to enter "2020-08-01 04:00:00". The user must do proper adjustment to accommodate the time zone difference, if desired.

rating_type allows you to get the satisfaction ratings, or, to see the tickets where a user was offered the opportunity to respond and did not, or to see the tickets where a user was not offered the survey. By default it will do received.

Value

a Data Frame containing all tickets, satisfaction ratings, and the comments.

References

https://developer.zendesk.com/api-reference/ticketing/ticket-management/satisfaction_ratings/

Examples

## Not run: 
ratings <- get_satisfaction_ratings(email_id, token, subdomain,
  start_time = "2021-01-31 00:00:00", rating_type = "received")
)

## End(Not run)

Get Zendesk Ticket Audits

Description

This function takes your Email Id, authentication token, sub-domain and ticket id as parameters and gets the first 100 audits. Pagination to get additional audits was not set up in the first version of this function.

Usage

get_ticket_audits(email_id, token, subdomain, ticket_id)

Arguments

Details

It's not a good practice to write down these authentication parameters in your code. There are various methods and packages available that are more secure; this package doesn't require you to use any one in particular.

Value

a Data Frame containing first 100 audits for the ticket, with the events as a nested data frame in each row.

References

https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_audits/

Examples

## Not run: 
all_tickets <- get_ticket_audits(email_id, token, subdomain,
  ticket_id = 123456
)

## End(Not run)

Get Zendesk Tickets

Description

This function takes your Email Id, authentication token, sub-domain and start time as parameters and gets all the tickets which have been updated on or after the start time parameter. By default each page returns 1000 unique tickets and an "after_cursor" value which stores a pointer to the next page. After getting the first page it uses the pointer to fetch the subsequent pages.

Usage

get_tickets(email_id, token, subdomain, start_time, remove_cols = NULL)

Arguments

Details

The start time parameter should be in 'UTC' format as Zendesk uses the 'UTC' time zone when retrieving tickets after the start time. For example, the US Eastern Time Zone is currently four hours behind UTC. If one wanted to get tickets starting on August 1 at 12 am, you would need to enter "2020-08-01 04:00:00". The user must do proper adjustment to accommodate the time zone difference, if desired. A date can be provided, it will retrieve results as of 12 am in the UTC time zone.

Start and end times can be entered with or without the time component. End time cannot be in the future, but should work for values up to one minute prior to the current time.

It's not a good practice to write down these authentication parameters in your code. There are various methods and packages available that are more secure; this package doesn't require you to use any one in particular.

The remove_cols parameter allows the removal of custom fields causing errors. Errors occurred when a field was sometimes blank and assigned a logical type and then appended to non-blank, non-logical inside of purrr::map_dfr. See issue #1 on GH.

Value

a Data Frame containing all tickets after the start time.

References

https://developer.zendesk.com/rest_api/docs/support/incremental_export#start_time

Examples

## Not run: 
all_tickets <- get_tickets(email_id, token, subdomain,
  start_time = "2021-01-31 00:00:00"
)

## End(Not run)

Get tickets comments/replies

Description

This function takes your email ID, authentication token, sub-domain, and specific ticket ID to fetch all comments/replies to this wanted ticket.

Usage

get_tickets_comments(
  email_id,
  token,
  subdomain,
  ticket_id,
  add_cols = NULL,
  metadata = FALSE
)

Arguments

Details

By default only these columns are returned: "id", "type", "author_id", "body", "created_at", "have_attachments". You can add other variables using the 'add_cols' parameter. The variables that can be inserted are described in the Zendesk API documentation: https://developer.zendesk.com/api-reference/ ticketing/tickets/ticket_comments/.

The meaning of the default columns included are described in the previous link, except "have-attachments" which is a boolean field that will be "Yes" if the comment has an attachment or "No" if it does not. The attachment itself cannot be returned.

If you request the 'metadata' sensitive data (location, lat, long, IP address, etc.) will be included. This data should be handled with care and only stored and used per your organization's policies and applicable privacy regulations.

Value

a Data Frame containing all comments/replies for a single ticket.

References

https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/

Examples

## Not run: 
## Extracting comments with default columns and without sensitive data
comments_ticket_id <- get_tickets_comments(email_id, token, subdomain,
ticket_id, add_cols = NULL, metadata = FALSE)

## Extracting comments with additional columns and sensitive data
comments_ticket_id <- get_tickets_comments(email_id, token, subdomain,
ticket_id, add_cols = c("html_body", "attachments"), metadata = TRUE)

## End(Not run)

Returns All Available Zendesk Users.

Description

It takes your Email Id, authentication token, sub-domain and parse all the users in a list. It iterates through all the pages returning only 100 users per page until the "next_page" parameter becomes null indicating there are no more pages to fetch.

Usage

get_users(email_id, token, subdomain, start_time, user_role = "all")

Arguments

Details

It's not a good practice to write down these authentication parameters in your code. There are various methods and packages available that are more secure; this package doesn't require you to use any one in particular.

The start_page parameter is useful if you have many users. Each page contains 100 users. Zendesk does not have an incremental method for pulling users by date but after you retrieve all of your users once, you can then increment your start page to something that will limit the number of users you are re-pulling each time.

If you are pulling partial lists of users be aware that you will not get updates on older users. You will only get recently created users, not modified/deleted users and their modified data nor updated last login dates.

Value

Data Frame with user details

References

https://developer.zendesk.com/rest_api/docs/support/users

Examples

## Not run: 
users <- get_users(email_id, token, subdomain, start_time = "2025-01-01 12:00:00")

## End(Not run)

Returns ticket data for a provided Zendesk search query

Description

It takes your Email Id, authentication token, sub-domain and search query and returns all the tickets that meet the search criteria. 100 tickets are returned at a time. If your search query has many results, the function may run for a long time as it goes through each page of results.

Usage

ticket_search(email_id, token, subdomain, query)

Arguments

Details

It's not a good practice to write down these authentication parameters in your code. There are various methods and packages available that are more secure; this package doesn't require you to use any one in particular.

Value

Data Frame with user details

References

https://developer.zendesk.com/api-reference/ticketing/ticket-management/search/#list-search-results

Examples

## Not run: 
search_results <- ticket_search(email_id, token, subdomain,
query = "query=satisfaction:goodwithcomment updated>24hours")

## End(Not run)

Convert a Date or Datetime Object to Unix Datetime

Description

This is a general purpose helper function for this package useful in converting a time stamp to unix time.

Usage

to_unixtime(x)

Arguments

Details

This function is inspired/borrowed from a github page by Neal Richardson who did a similar work to convert the general date time format to unix time.

The unix time stamp is a way to track time as a running total of seconds. This count starts at the Unix Epoch on January 1st, 1970 at UTC. Therefore, the unix time stamp is merely the number of seconds between a particular date and the Unix Epoch.

Value

Integer vector with unix time stamp.