Linking Zendesk as a source
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The Zendesk connector syncs your customer support data – tickets, users, organizations, groups, brands, and SLA policies – into PostHog, so you can analyze support activity alongside your product data.
Prerequisites
You need a Zendesk account with access to the Zendesk API. Token access must be enabled in your Zendesk admin settings, and you'll need an API token plus the email address it belongs to.
Adding a data source
- In PostHog, go to the Sources tab of the data pipeline section.
- Click + New source and click Link next to this source.
- Enter your credentials (see Configuration below) and click Next.
- Select the tables you want to sync, choose a sync method and frequency, then click Import.
Once the syncs are complete, you can start querying this data in PostHog.
When linking Zendesk, you'll need:
- Subdomain – the subdomain of your Zendesk account. For
https://posthoghelp.zendesk.com/, the subdomain isposthoghelp. - API token – create one under Admin Center → Apps and integrations → Zendesk API → Add API token.
- Email – the email address of the account the API token belongs to.
Sync modes
Each table can be synced in one of several modes, depending on what the source supports:
- Webhook (when available) – the source pushes changes to PostHog in real time. Fastest freshness, lowest ongoing cost, and the only mode that reliably captures updates and deletes.
- Incremental – only new or updated rows are synced on each run, using a cursor field (such as an
updated_attimestamp). Cheaper than a full refresh, but deletes aren't captured. - Append only – new rows are appended using a cursor field; existing rows are never updated. Ideal for immutable, append-only tables like event logs.
- Full refresh – the whole table is reloaded on every sync. Use it when a table has no reliable cursor or when you need deletions reflected.
See sync methods for a full explanation of how each mode works and how to choose between them.
Configuration
| Option | Type | Required |
|---|---|---|
Zendesk subdomain | text | Yes |
API key | password | Yes |
Zendesk email address | Yes |
Supported tables
| Table | Description | Sync method | Incremental field | Primary key |
|---|---|---|---|---|
ticket_fields | A field that appears on tickets, system or custom, with its type and configuration. | Full refresh | — | — |
ticket_events | A record of changes to ticket properties over time, from the incremental ticket events export. | Incremental, Full refresh | created_at | — |
tickets | A support request submitted by a customer and tracked through to resolution. | Incremental, Full refresh | generated_timestamp | — |
ticket_metric_events | Time-series events for ticket metrics such as reply time and resolution time. | Incremental, Full refresh | time | — |
users | A person who interacts with Zendesk Support: an end user, agent, or administrator. | Incremental, Full refresh | updated_at | — |
sla_policies | A service level agreement policy defining target response and resolution times for tickets. | Full refresh | — | — |
groups | A collection of agents who can be assigned tickets together. | Full refresh | — | — |
organizations | A collection of users grouped into a single account, often a company. | Incremental, Full refresh | updated_at | — |
brands | A customer-facing identity — branding, support address, and help center — within one account. | Full refresh | — | — |
satisfaction_ratings | A customer satisfaction rating left on a ticket, with its score and optional comment. | Full refresh | — | — |
ticket_metrics | Rolled-up timing and volume metrics for a single ticket, such as first reply and full resolution time. | Full refresh | — | — |
ticket_audits | An immutable record of every change made to a ticket, including the events that made it up. | Full refresh | — | — |
ticket_comments | A comment on a ticket: a public reply to the requester or an internal note between agents. | Full refresh | — | — |
group_memberships | The assignment of an agent to a group. | Full refresh | — | — |
organization_memberships | The assignment of a user to an organization. | Full refresh | — | — |
macros | A predefined set of actions an agent can apply to a ticket in one click. | Full refresh | — | — |
views | A saved collection of tickets defined by a set of conditions. | Full refresh | — | — |
triggers | A business rule that runs immediately after a ticket is created or updated. | Full refresh | — | — |
automations | A time-based business rule that runs hourly against tickets matching its conditions. | Full refresh | — | — |
custom_roles | A custom agent role and the permissions granted to the team members assigned to it. | Full refresh | — | — |
user_fields | A custom field that appears on user profiles. | Full refresh | — | — |
organization_fields | A custom field that appears on organizations. | Full refresh | — | — |
ticket_forms | A configurable set of ticket fields presented to agents and end users. | Full refresh | — | — |
custom_statuses | A custom ticket status and the system status category it belongs to. | Full refresh | — | — |
tags | A tag in use on the account, with how many times it has been applied. | Full refresh | — | — |
custom_objects | A custom object type defined on the account, describing records outside the standard Zendesk objects. | Full refresh | — | — |
audit_logs | An account-level record of a configuration or access change, and who made it. | Full refresh | — | — |
activities | An entry in the agent activity stream, such as a ticket assignment or comment. | Incremental, Full refresh | created_at | — |
requests | A ticket as the end user who submitted it sees it, with only end-user-visible fields. | Full refresh | — | — |
suspended_tickets | An inbound message held for review instead of becoming a ticket, with the reason it was suspended. | Full refresh | — | — |
deleted_tickets | A ticket that has been deleted and is recoverable from the trash. | Full refresh | — | — |
saved_searches | A search query an agent saved for reuse. | Full refresh | — | — |
queues | An omnichannel routing queue and the conditions that route work into it. | Full refresh | — | — |
brand_agents | The membership of an agent in a brand. | Full refresh | — | — |
Troubleshooting
If your sync is failing or data looks wrong, see the Data warehouse troubleshooting guide. If that doesn't help, contact support – we're happy to help.