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Troubleshoot the Zendesk Support connector

This page describes common errors when using the Zendesk Support connector.

Resource does not exist or access is forbidden​

Error message:

Error suggests either resource does not exist or access to resource is forbidden

Cause: Your current Zendesk plan may not have access to the entity being ingested.

Solution: Ensure that your current Zendesk plan has access to the entity being ingested. Some tables and features are only available on certain Zendesk subscription tiers.

Pipeline running too slow​

Symptom: The ingestion pipeline is running slower than expected.

Cause: Zendesk has strict API rate limits, and ingesting too many tables at the same time can cause throttling.

Solution: Ensure that not many tables are being ingested at the same time to prevent throttling. You can split out tables across multiple pipelines and schedule them at different times to work within Zendesk's rate limits.

I keep getting redirected to the Zendesk login page after entering my client ID and client secret​

Confirm that you are using the correct value for Client ID. The correct value is the Identifier field from the OAuth client in the Zendesk admin console. This is the internal, code-facing name (for example, my_new_app), not the display name shown to end users. Entering the display name instead of the identifier produces the redirect loop.

To confirm the value:

  1. In Zendesk, go to Admin > Apps and Integrations > APIs > Zendesk API > OAuth Clients.
  2. Open the OAuth client and copy the value from the Identifier field (not the client name).
  3. Re-enter that value as the Client ID in Databricks.

If the credentials are correct and the issue persists, create a support ticket with your workspace ID, pipeline ID, and the full error message. See Get help.

I'm hitting errors on a specific Zendesk API endpoint​

Some Zendesk API endpoint behavior is not controlled by the connector. If adjusting your sync parameters does not resolve the issue, create a support ticket with your workspace ID, pipeline ID, and the full error message. See Get help.

A field in an ingested audit record is empty or out of date​

Symptom: A nested field in the ticket_audits table, such as the chat transcript in the ChatStartedEvent event, is empty or contains fewer records in the destination table than the Zendesk API returns for the same audit. No error is reported, and other records ingest correctly.

Cause: Zendesk documents ticket audits as immutable, but some fields inside an audit can continue to change after the audit is created. Because the connector ingests ticket_audits incrementally using the created_at cursor, it reads each audit once and does not revisit it, so the connector does not pick up changes made after ingestion. This is a limitation of the Zendesk API rather than the connector. For more information, see Audit records can change after creation.

Solution: Run a full refresh of the ticket_audits table to reload the current values from Zendesk.

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