Skip to main content

Documentation Index

Fetch the complete documentation index at: https://docs.hearflow.io/llms.txt

Use this file to discover all available pages before exploring further.

Sync Zendesk support tickets so customer issues, requests, and themes flow into Hearflow alongside other feedback signals.

​
Prerequisites

  • A Zendesk account on a paid plan with API access enabled
  • Permission to authorize Zendesk through OAuth
  • Your Zendesk subdomain (for example, acme from acme.zendesk.com). Subdomains follow Zendesk’s published spec: lowercase letters, digits, and hyphens, 1–63 characters, must start and end with an alphanumeric character.

​
Connect Zendesk

1

Open Hearflow integrations

Go to Settings → Integrations and select Zendesk.
2

Enter your subdomain

Provide your Zendesk subdomain. Hearflow validates it before continuing.
3

Authorize access

Complete the OAuth consent flow to grant Hearflow per-subdomain access.
4

Confirm initial backfill

Hearflow queues a 90-day backfill of historical tickets immediately after setup.

​
Authentication

OAuth 2.0 — The only supported authentication method for new connections. Hearflow authorizes per-subdomain access and refreshes tokens automatically. Credentials are encrypted at rest.
API token authentication is deprecated. In line with Zendesk’s August 2025 marketplace policy, third-party apps may no longer authenticate with a customer’s API token. New connections must use OAuth — the API-token endpoint now returns 403 Forbidden.Existing API-token integrations continue to sync during a 30-day grace window. A deprecation banner appears in the dashboard with a Reconnect action; reconnect via OAuth before the grace window ends to avoid sync interruption.

​
How sync works

Ticket ingestion — Public ticket comments are synthesized into transcript-like records and fed through the standard extraction and deduplication pipeline. Internal notes are excluded. Initial backfill — A 90-day backfill of historical tickets runs immediately after the integration is connected. Ongoing sync — A scheduled task polls active Zendesk integrations at 04:00 UTC. Cadence depends on your plan: Starter polls once a week on your workspace’s configured sync day; Pro and Enterprise poll daily. See Workspace Settings → Sync controls to choose your weekly sync day. Filters — Tag and group filters (zendesk_include_tags, zendesk_exclude_tags, zendesk_include_group_ids) are honoured by the sync task when configured.

​
Reliability

  • OAuth tokens refresh automatically before expiry. Zendesk rotates the refresh token on every successful refresh; if a new refresh token is not returned, Hearflow flags the integration for re-authentication rather than reusing an invalidated token.
  • Rate-limit (429) and transient server (5xx) errors are retried with exponential backoff.
  • Invalid subdomains are surfaced before the OAuth redirect.
  • Credential failures mark the integration as errored and prompt re-authentication.
Data access — Hearflow reads only public ticket comments from authorized Zendesk subdomains and stores credentials encrypted at rest. Internal notes are never ingested.