Zendesk

Connection

A connection to Zendesk can be established with OAuth or with an API Token.

OAuth

The Zendesk connection is established through SSO with an OAuth2 authorization flow. This process involves using the connecting user's credentials and requires read scopes during the setup:

read
webhooks:write

For a comprehensive list of scopes and a detailed description of the authorization flow, please visit Using OAuth authentication with your application.

API

You will need the following data:

• API Token

• Email address of the person that generated the API token

• Zendesk Subdomain

Supported Resources

The integration supports the following resources:

• Tickets

• Articles (Guides)

• Organizations

Filtering and Selection

Users can refine the indexing scope of the connected token with options to enable or disable indexing for:

• Tickets:

  • Index based on tags

  • Index based on groups

• Articles:

  • Index based on tags

• Organizations:

  • Enable/Disable indexing

Note: Specific configuration options are not directly available through the Unleash connection interface but can be adjusted behind the scenes. To customize these settings, contact your Unleash representative.

Sync

• Initial Connection: Upon connecting, the integration retrieves all articles, tickets, and organizations according to the configured filters and selections.

• Post-Initial Sync: The system updates all resources every 15 minutes based on the initial setup.

• Real-Time Updates: The Zendesk connection supports webhook registration, enabling the integration to receive updates immediately after changes occur. This functionality reduces the update interval from 15 minutes to nearly real-time. Note that real-time updates and incremental syncs are mutually exclusive and chosen based on system load.