Zendesk API Import

Attached a PDF with the full description. EBANX is a cross border payment processor, placed in Brazil but with global operations. We make it possible to local customers (from Brazil, Mexico, Colombia, Chile and Peru) buy from Merchants abroad (like Sony, AliExpress, Airbnb and Spotify) using local payment methods. We have several points from which customers can interact with our Customer Services agents, such as our website - [login to view URL], blogs - [login to view URL] and e-wallet - https://conta.ebanx.com. We are now migrating our HelpDesk process to Zendesk ([login to view URL]), and need to fetch data from it automatically. Basically, Zendesk is a cloud-based CRM software where we integrate our customer services channels: E-mail, Telephone, Chat, Facebook and Twitter. Phase 01 – Zendesk to MySQL Import Zendesk data to a MySQL database. Description: We need the Zendesk data available in a local database in order to do queries and import it to a BI tool. The deliverable is a script that we can run once to import all historical data available, and then on a daily basis to get all new data incrementally. This is possible using the Zendesk’s API: [login to view URL] Ticket ID: Identifier created by Zendesk for each ticket; Origin (Via): Description of the ticket origin (E-mail, Chat, Phone, Facebook or Twitter); Customer E-mail: End user e-mail address; Date/hour when ticket was: Created: Time when the ticket was imported on Zendesk; Updated: Time when the ticket was updated by end user or Zendesk Agent (status changes). It can happen more than once; 1st response: Time when the ticket had its first answer; Solved: Time when case status was updated to “Solved”. It can happen more than once; Replies: The total number of interactions the ticket had (inbound and outbound); Ticket fields: Customized classification. Each one has some specific info inside it. “1. Merchant” - Example: "Brasil::Top 10::AliExpress", "Mexico::Wish"; “2. Produto”: "Cartão", "Boleto Bancário"; “[login to view URL]”: "Entrega::Quem Entrega", "Risco::Fraude"; “[login to view URL]”: "Dúvida", "Problema"; “[login to view URL]”: "E-mail Duplicado", "EBANX::Internos EBANX"; Tags: Tickets identifiers inserted automatically by Zendesk or manually by the agents; Chat Satisfaction: Zopim Chat satisfaction rates: Good or Bad; Chat: First Response Time: Date and time of the agent first response; Average of First Response Time; Maximum of First Response Time; Minimum of First Response Time; Average Duration: Average conversation duration; Maximum Duration; Minimum Duration; Maximum of Average Response Time; Average Response Time; Minimum of Average Response Time; Missed Chats: Number of unanswered requests; Phone: Inbound and Outbound: Number of Phone interactions; Call Status: Current status of the ticket (Resolved, Pending…); Waiting Time: Waiting time until an agent answer the phone; Wrap up time: Duration time between the call end and the manual status update by the agent; Minutes: Total duration of the call; 1.2 Form to create new Zendesk tickets. Description: We need to make it possible to customers to open new tickets directly from our website, blog and e-wallet. This is possible using the Zendesk’s API: [login to view URL] Technical description: Front-end: A simple form (HTML5, CSS and JS) that will be plugged in our sites and blogs in order to open new Zendesk tickets. The infos we get on our side are: Customer name; Customer CPF (ID code); Customer e-mail; PIN (Order code); Text (Customer observations). Backend: The communication with the API is done on the backend side - we need it on Ruby or PHP. Only a simple script that works (handle the communication with the API) is needed, there’s no need to use any framework (e.g.: Rails), etc.