Zendesk Support (Edge)

Configure Zendesk Support as a Source in your Pipeline

Perform the following steps to configure your Zendesk Support Source:

1. Click Pipelines in the Navigation Bar.

2. Click + Create Pipeline in the Pipelines List View.

3. On the Select Source Type page, select Zendesk Support.

4. On the Select Destination Type page, select the type of Destination you want to use.

5. On the Select Pipeline Type page, click Edge, and then click Continue.

   

   This page appears only if the selected Destination type is supported in Edge and your Team has an existing Zendesk Support Pipeline with the same Destination type. Otherwise, you can proceed to create an Edge Pipeline.

6. In the Configure Source screen, specify the following:

   

   • Source Name: A unique name for your Source, not exceeding 255 characters. For example, Zendesk Support Source.

   • In the Connect to your Zendesk Support account section:

     • Subdomain: The unique identifier for your Zendesk Support account. For example, if your Zendesk URL is https://xyz.zendesk.com, the subdomain is xyz.

     • Click Authenticate and perform the following steps to allow Hevo to connect to your account:

       1. If you are not already signed in to your Zendesk Support account, sign in as a user with the Administrator role when prompted. Otherwise, proceed to step 2.

          

       2. Review the requested access, and then click Allow to authorize Hevo to access your Zendesk Support account data.

          

       You are redirected to the Configure Source screen.

     • Historical Sync Duration: The duration for which you want to ingest existing data from the Source. This setting cannot be changed after the Pipeline is created. Default value: All time.

       This setting applies to the following objects:

       Parent Object	Child Objects
       satisfaction_rating	Not applicable
       ticket	- alert_recipient - ticket_alert - ticket_attribute - ticket_chat - ticket_chat_event - ticket_collaborator - ticket_comment - ticket_comment_attachment - ticket_email_cc - ticket_field_history - ticket_follower - ticket_macro_reference - ticket_schedule - ticket_tag - ticket_tag_history Note: This setting also applies to the tables created in the Destination for the multiselect custom fields of the ticket object.

       For these objects, once the historical load is complete, Hevo ingests only the incremental data. For all other objects, Hevo ingests the entire data during each Pipeline run.

       Note: For objects that support resync, Hevo recalculates the sync window from the date of the resync. For example, if a Pipeline was created on April 10, 2026, with a 2-year historical sync duration, and any of these objects is resynced on April 20, 2026, Hevo ingests data from April 20, 2024, to April 20, 2026.

7. Click Test & Continue to test the connection to your Zendesk Support Source.

   When you click this button, Hevo makes an API call to retrieve the details of the authenticated Zendesk user.

   • If the API call is successful and the authenticated user has the Administrator role, the connection test is marked as successful. You can then proceed to set up your Destination.
   • If the authenticated user does not have the Administrator role, the connection test fails. In this case, click Reauthorize and sign in with an account that has the Administrator role.

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Data Replication

Hevo replicates data for all the objects selected on the Configure Objects page during Pipeline creation. By default, all supported objects and their available fields are selected. However, you can modify this selection while creating or editing the Pipeline.

Hevo ingests the following types of data from your Source objects:

• Historical Data: The first run of the Pipeline ingests all available historical data for the selected objects and loads it into the Destination.

  Note: For objects that support the Historical Sync Duration setting, Hevo ingests data only for the duration you specify while configuring your Source.

• Incremental Data: Once the historical load is complete, new and updated records for objects are ingested as per the sync frequency. Hevo ingests incremental data in subsequent Pipeline runs using timestamp fields such as updated and updated_at.

  Note: The timestamp used to detect incremental changes may differ from the Updated At value displayed in your Zendesk account.

Zendesk enforces API rate limits on the number of calls that can be made in a given time period. If this limit is exceeded, a rate limit exception occurs. To understand how Hevo handles such scenarios, read Handling Rate Limit Exceptions.

Note: Hevo supports the History Tracking load mode for the group_sla_policy_history and group_sla_policy_metric_history objects. For all objects, the Merge load mode is supported. The Append mode is not supported for any object.

Immutable Objects

Some Zendesk Support objects cannot be updated after they are created. Once a record is created, Zendesk does not allow any modifications to it. Since updates for these objects are not possible, Hevo ingests only new records for them during incremental Pipeline runs.

The following objects are immutable:

• ticket_comment
• ticket_field_history
• ticket_tag_history

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Schema and Primary Keys

Hevo uses the following schema to upload the records in the Destination. For a detailed view of the objects, fields, and relationships, click the ERD.

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Data Model

The following is the list of tables (objects) that are created at the Destination when you run the Pipeline:

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