Question 1

Can I aggregate before writing?

Accepted Answer

Not in the model. A DynamoDB model is a table select or a PartiQL query, and neither offers the joins or aggregation a SQL source or a MongoDB pipeline would give you. Whatever an agent needs on one record has to already exist on one item, which in practice means your table design decides what this sync can deliver.

Question 2

What if the data is spread across items?

Accepted Answer

Then it has to be brought together before Polytomic reads it, either by how your application writes to the table or by a process of your own. A single table design that already collocates an account with its usage works well here. One that would need three lookups per account does not, and no sync configuration will fix that.

Question 3

Which Zendesk objects accept writes from an item?

Accepted Answer

Users, organizations, tickets and Zendesk custom objects. Delete mode exists for users and organizations only, which is a sensible restriction given how rarely anyone wants a scheduled sync removing tickets.

Question 4

What matches the Zendesk record?

Accepted Answer

Users on Zendesk ID, email or external ID. Organizations on Zendesk ID or external ID. Custom objects on Zendesk record ID or external ID. Tickets are the exception: updates match only on the Zendesk ticket ID, and create mode always creates a new ticket rather than searching for one.

Question 5

Can custom ticket and user field values be set?

Accepted Answer

Their values, yes, for both custom ticket fields and custom user fields. The definitions themselves have to exist already, so build the field in Zendesk first and then map to it.

Sync DynamoDB to Zendesk Support

Sync DynamoDB to Zendesk Support with Polytomic

Table design decides the model

Four writable objects

Custom field values

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Connect DynamoDB in Polytomic

Connect Zendesk Support in Polytomic

Create a sync between DynamoDB and Zendesk Support

Map fields and enable the sync

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