Zendesk "Ticket" Table Returned Empty

  • 43Views
  • Last Post 3 weeks ago
  • Topic Is Solved
0
votes
BI Team posted this 5 weeks ago

Hello Skyvia team,

We hope that you can support us with an issue regarding a csv file export from Zendesk.

We noticed that starting some time last week the exports from the table "Ticket" from Zendesk is empty.

Please review export # 45928689.

Thank you for your kind support.

Best regards,

Ivo

Waldom Electronics

Order By: Standard | Newest | Votes
0
votes
Mariia Zaharova posted this 4 weeks ago

Hello Ivo,

 

Thank you for contacting our Skyvia Team!

 

Please open Query Tool (+ New -> Query), select your Zendesk connection, and try querying the data from the Ticket table. What is the result?

 

Best regards,

Mariia

0
votes
BI Team posted this 4 weeks ago

Hello Mariia,

Thank you for the reply and the tip.

 

We tried the Query Tool:

- I am afraid the result is still 0 rows of data (please see the attached image).

 

I tried qurying other tables and for these the tool displayed records.

- Note that after a few attempts now I am seeing "You have reached a limit of queries."

 

What would be your next advice?

Thank you,

Ivo

0
votes
Mariia Zaharova posted this 4 weeks ago

 Hello Ivo,

 

Thank you for your reply.

 

If you go directly to Zendesk or use any other tool that accesses Zendesk via API (e.g. Postman), can you see any data returned for the Ticket table?

JIC: We are able to get the data from the Ticket table in Skyvia for our Zendesk account.

 

Best regards,

Mariia

0
votes
BI Team posted this 4 weeks ago

Hi Mariia,

 

We used Postman to get the tickets information from Zendesk and it seems we got back results. Please see the screnshot below.

The GET command we used is: https://biwaldom.zendesk.com/api/v2/tickets.json

 

Thanks again for your support,

Alex

 

0
votes
Mariia Zaharova posted this 4 weeks ago

Hello Alex,

 

Thank you for your reply.

 

Please clarify, in Skyvia, whether the other packages with the same Zednesk connection are working as expected? Whether the issue occurs only with the Ticket table and only with the mentioned package?

If yes, please allow us to run this Export package in the debug mode for a deeper investigation. We will not access your data, the package will be executed several times with extended logging.

 

Best regards,

Mariia

0
votes
BI Team posted this 4 weeks ago

Hi Mariia,

 

it seems that all the other packages in Skyvia (related to Zendesk) are running normaly without obstruction. We have troubles only with this package (the Ticket table).

Looking at the logs, the last time this package was succesfully run was on October 22nd.

 

Please let me know if you need additional information or I can assist you with something,

 

Thank you for your support and have a great day,

 

Best Regards,

Alex

0
votes
Mariia Zaharova posted this 4 weeks ago

 Hello Alex,

 

Thank you for your reply.

 

We created a request for our developers to investigate the issue.  I will inform you about the results as soon as any are available.

 

 

Best regards,

Mariia

0
votes
Mariia Zaharova posted this 4 weeks ago

Hello Ivo and Alex,

 

This is Mariia from Skyvia Support.

 

We have tested your package and fixed the issue with not loading data from the Ticket table. The fix will be included in the next Skyvia updated which is planned to be released next week.

We will definitely inform you when it is available.

 

Best regards,

Mariia

0
votes
BI Team posted this 4 weeks ago

Thank you Mariia,

 

We really apprciate you support and looking forward for the fix to be implemented.

 

Have a wonderful start of the week,

Alex,

0
votes
Mariia Zaharova posted this 3 weeks ago

Hello Ivo and Alex,

 

 

We have updated Skyvia with the fix.

Please check it and let us know the results.

 

Best regards,

Mariia

0
votes
BI Team posted this 3 weeks ago

Hi Mariia,

Thank you and your team for the careful troubleshooting of this problem!

We ran the packages and now we seem to be accepting data as usual.

We appreciate the support and will come back to you if we face any further issues.

Have a great day,

Ivo

Close