Zendesk

A read-only OAuth integration that syncs Zendesk tickets into Rippit on a schedule. For what applies to every integration, see how data integrations work. For the security model, see Data integration security.

Connection summary


Authorization	OAuth 2.0 authorization code grant
Scope requested	`read` (the only scope)
Writes to Zendesk	None to your data. The only non-`GET` calls are the OAuth token exchange, token refresh, and token revocation when you remove the integration
Credentials shared with Rippit	None. No password, no API token. Rippit stores the OAuth access and refresh tokens Zendesk issues
Required Zendesk role	Admin. Rippit checks the authorizing user’s role on every connection check, and syncing stops if that user is no longer an admin
Required Rippit role	Workspace admin
API base	`https://<subdomain>.zendesk.com/api/v2`
API version	Zendesk Support API v2, plus the Incremental Exports API for tickets
Sync method	Scheduled polling, incremental per object
Attachments	Downloaded and stored by Rippit
Maximum historical backfill	90 days of ticket updates
Field selection limit	150 fields at setup, plus Rippit’s standard columns. You can add more later with Add new columns on the table

Data handling

Question	Answer
Is ticket content ingested, or only metadata?	Full content. Comment bodies arrive via ticket audits
Are attachments stored?	Yes, downloaded and stored rather than linked
Can Rippit modify Zendesk?	No. The token has read scope only, so Zendesk rejects any write
Is data used to train models?	No. Inference only

API endpoints

Authentication

Purpose	Endpoint	Method
Authorize	`https://<subdomain>.zendesk.com/oauth/authorizations/new?scope=read`	Browser redirect
Token exchange, refresh before expiry, and refresh after a `401`	`https://<subdomain>.zendesk.com/oauth/tokens`	POST
Token check right after authorizing	`/incremental/ticket_events.json?start_time=`	GET
Connection check during connect and before every sync	`/users/me.json`, `/tickets.json`	GET
Diagnostics after a failed connection check	`/oauth/tokens`, `/users/<id>`	GET
Revoke the token on Remove	`/oauth/tokens/current.json`	DELETE

Tickets and attributes

Object	Endpoint	Method
Tickets, incremental	`/incremental/tickets/cursor.json`	GET
Ticket detail, refetched by ID	`/tickets/show_many.json?ids=`	GET
Ticket metrics, per ticket: when a ticket is graded, and daily for recently solved tickets missing a solve time	`/tickets/<id>/metrics.json`	GET
Deleted tickets	`/deleted_tickets.json`	GET
Satisfaction ratings	`/satisfaction_ratings.json`	GET
Agents and admins created since the last run	`/search.json?query=type:user role:agent role:admin`	GET
Agents and admins, full roster	`/users.json?role[]=admin&role[]=agent`	GET
Requesters and collaborators	`/users/show_many.json?ids=`	GET
Organizations	`/organizations/show_many.json?ids=`	GET
Custom statuses	`/custom_statuses.json`, `/custom_statuses/<id>.json`	GET
Ticket fields, user fields, forms, groups, brands, macros, custom roles, dynamic content	`/ticket_fields.json`, `/user_fields.json`, `/ticket_forms.json`, `/groups.json`, `/brands.json`, `/macros.json`, `/custom_roles.json`, `/dynamic_content/items.json`	GET
Group membership, for groups you import	`/groups/<id>`, `/groups/<id>/memberships.json`	GET
Backfill sizing and field discovery at connection time	`/search/count.json`, `/search.json?query=type:ticket`, `/ticket_fields.json`	GET
Field discovery samples, after every sync and every 6 hours	`/tickets.json?page[size]=1`, `/tickets.json`, `/users.json?role[]=admin`, `/user_fields.json`	GET

Comments

Object	Endpoint	Method
Comment bodies, all tickets	`/ticket_audits.json`	GET
Comment bodies, per ticket	`/tickets/<id>/audits.json`	GET
Side conversations	`/tickets/<id>/side_conversations/<thread_id>/events`	GET
Attachments, voice recordings, chat transcript files, and inline images	The `content_url`, `recording_url`, or file URL on each comment or chat message	GET

The show_many.json?ids= endpoints are batch lookups of specific records, not list sweeps. Rippit requests only the tickets, users, and organizations already referenced by data it has synced. Agents and admins are the exception: that roster is swept in full, via /users.json. Attachments are requested without credentials first. The access token is sent only when the file is hosted on a *.zendesk.com domain.

Sync behavior


Tickets	Incremental Export API, cursor pagination, 1000 per page
Ticket detail	Refetched by ID, 100 per request, 5 concurrent
Users and organizations	Refetched by ID, 100 per request, 10 concurrent
Ticket audits	Separate endpoint, not Incremental Export. Paged backward, or per ticket by ID
Agent and admin roster	New agents hourly, full roster every 12 hours
Reference objects (fields, forms, groups, brands, macros, roles, dynamic content)	Refreshed every 12 hours. The group list is also reread hourly
Custom field discovery	At connection, from up to 100 recently solved tickets. After that, the field list is rechecked every 6 hours
Update handling	A ticket updated after sync is refetched on the next pass
Expected latency	Up to 3 hours

Sync runs on a schedule rather than on ticket events, which is why data is hours behind rather than immediate.

Rate limiting

Requests are batched where Zendesk supports it, and cursor paginated for tickets and audits
429 responses trigger backoff and retry, honoring Retry-After, rather than immediate repeat
Rippit reads Zendesk’s remaining-limit header and slows down as it drops: it adds pauses when less than a third of your limit remains, and longer pauses below a tenth. It does not reserve a fixed share for other apps

Getting Started

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Use cases

Reference

Connection summary

Data handling

API endpoints

Authentication

Tickets and attributes

Comments

Sync behavior

Rate limiting

​Connection summary

​Data handling

​API endpoints

​Authentication

​Tickets and attributes

​Comments

​Sync behavior

​Rate limiting

Connection summary

Data handling

API endpoints

Authentication

Tickets and attributes

Comments

Sync behavior

Rate limiting