Zendesk

An overview of Zendesk's data types and useful facts.

Using our Zendesk integration it is possible to display:

  • Tickets
  • Events
  • Chat (see this article for installation guide)

Useful facts about Zendesk:

Update Frequency:
Every 1 min

Supports Custom Fields?
Yes


What is the difference between Zendesk Tickets and Events?

Tickets: Every time there is an update to a ticket, we update the ticket with the new status etc. into the ticket data source.

Events: Ticket events are a bit different and to quote Zendesk's own documentation: "Returns a stream of changes that occurred on tickets. Each event is tied to an update on a ticket and contains all the fields that were updated in that change."

So this means that Ticket Events are more like a historical log of changes on the tickets. So every time you e.g. change a status (or something else) on a ticket, it will create a ticket event.

Currently Plecto only handles 3 types of events: 'Status change', 'New ticket comment' and 'Custom field changed' - also called 'Action's in the Event data source. For each event we log the new value of the event and the field that changed, which indicates how the change was made.


Rate limits

The Zendesk API is rate limited. This means that only a certain number of requests are allowed per minute depending on your plan and the endpoint.
As an API consumer, you should expect to be able to make the following number of requests per minute per Zendesk Support account:

If you exceed this daily quota, the automatic imports in Plecto will pause until you can ask for more data again and it will resume.
You will see a yellow progress bar on the data source, and if you check the logs on the settings on the data source, you'll see a message saying you've exceeded the daily quota:

Please check if you use any other system(s) that might be using up this quota.