Zendesk

Connection

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.

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.