Last updated: 5 Aug 2025

govuk-knowledge-graph-gcp: Zendesk workflow

This workflow queries the Zendesk API daily, to fetch any tickets that were updated the day before. These tickets are then loaded into a BigQuery table tickets in the zendesk dataset. If the ticket already exists in that table, then its record will be overwritten, so that only the latest record of each ticket is kept in the table.

Example

1. January the 1st: a ticket with ID 10011 is created.
2. January the 2nd: This workflow is run. The table zendesk.tickets gets a new row for the new ticket with ID 10011. Later on the same day, the ticket is "solved" in Zendesk.
3. January the 3th: This workflow is run again. The row for the ticket with ID 10011 in the table zendesk.tickets is overwritten with the latest data from the API, which marks it as "solved".

Expiry

The table zendesk.tickets will automatically delete records of tickets that haven't been updated for a year.

Backfilling

Execute the workflow manually, either in the web console, or at the command line with the gcloud CLI. Provide a value of updated_at for the date that you want to backfill. For example:

gcloud --project govuk-knowledge-graph-dev workflows run zendesk --location=europe-west2 --data='{"updated_at": "2025-01-01"}'