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Pre-Built Tooling

CategoryDetails
AuthenticationOAuth 2.0 or API Token (Basic Authentication)
Two-Way SyncYes
Events SupportedYes (via Webhooks and Triggers)
RealtimeYes (Webhooks)
Supports Rate LimitingYes (varies by plan: 200-700 requests/minute)
Authentication Scopes Supportedread, write, tickets:read, tickets:write, users:read, users:write, organizations:read, organizations:write

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Objects Supported

Alloy Automation supports syncing the following objects from Zendesk:
  • Tickets - Support tickets and comments
  • Users - End-users and agents
  • Organizations - Customer organizations
  • Groups - Agent groups
  • Articles - Knowledge base articles
  • Macros - Ticket automation macros
  • Tags - Ticket and object tags
  • Custom Fields - Ticket custom fields

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Set Up Guide

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Trial Access

QuestionAnswer
Offers free trial?Yes. Zendesk offers a 14-day free trial of Support and other products. Start free trial
Requires paid sandboxNo. Trial accounts can be used for development. Sandbox is available on certain plans.
Requires partnership to obtain authentication?No. Anyone can create a Zendesk account and generate API credentials.

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Authentication (OAuth 2.0 or API Token)

For customers who want to completely whitelabel their OAuth experience, you can provide your own developer keys instead of using Alloy Automation’s.

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Use Cases

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1) Omnichannel support ticket creation

Automatically create Zendesk tickets from customer inquiries received via email, chat, social media, or web forms, centralizing all support requests in one platform.

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2) CRM and support integration

Sync customer data between Zendesk and CRM systems, enriching support tickets with account information, purchase history, and customer lifecycle data for better context.

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3) Automated ticket routing and escalation

Route tickets to the right teams or agents based on customer attributes, ticket properties, or external data, and automatically escalate high-priority issues.

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4) Knowledge base synchronization

Keep Zendesk knowledge base articles synchronized with external documentation systems, CMSs, or internal wikis, ensuring consistent support content across platforms.

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5) Post-resolution workflows

Trigger follow-up actions when tickets are resolved—send satisfaction surveys, update CRM records, create billing adjustments, or notify stakeholders automatically.

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API Gotchas

  • Rate Limiting by Plan: Zendesk enforces rate limits that vary by plan (Team: 200/min, Professional: 400/min, Enterprise: 700/min). Monitor the X-Rate-Limit headers and implement exponential backoff for 429 responses.
  • Subdomain Required: All Zendesk API requests must include your subdomain in the URL (e.g., https://your-subdomain.zendesk.com/api/v2/). Ensure you’re using the correct subdomain for your instance.
  • Incremental API for Exports: When exporting large datasets (tickets, users), use the Incremental Export API. It’s optimized for bulk exports and uses a start_time parameter to fetch changes since a specific timestamp.
  • Side-Loading Related Objects: Zendesk supports side-loading to include related objects in a single request (e.g., ?include=users,groups). This reduces API calls but increases response size. Use judiciously.
  • Custom Fields Require IDs: Zendesk custom fields are identified by numeric IDs, not names. When creating or updating tickets with custom fields, use the field ID (e.g., custom_fields: [{id: 123456, value: "foo"}]).
  • Pagination with Cursors: Zendesk uses cursor-based pagination for most list endpoints. Use the next_page or after_cursor values from responses to paginate. Offset-based pagination is deprecated for most endpoints.
For questions or troubleshooting, contact support@runalloy.com.
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