Read Tickets

Overview

The Read Tickets Snap retrieves ticket records from your Zendesk instance, filtered by ticket ID, user, organization, or recent activity, or exported incrementally since a given time.

Each ticket record is emitted as a separate document on the output view. Use the Filter mode field to choose which tickets to retrieve, and the Max results field to limit the number of documents emitted. Use the Incremental Export filter mode to retrieve only tickets that changed since a specific time, which is useful for synchronization pipelines.



Supported Accounts

Prerequisites

None.

Snap views

Type Description Examples of upstream and downstream Snaps
Input

This Snap has at most one document input view.

When connected, field values from the incoming document can be referenced in expression-enabled fields using the $ notation.
Output

This Snap has one document output view.

Each Zendesk ticket record is emitted as a separate document.
Learn more about Error handling.

Snap settings

Note: Learn about the common controls in the Snap settings dialog.
Field/Field set Description

Label*

String

Specify a unique name for the Snap. Modify this to be more appropriate, especially if more than one of the same Snaps is in the pipeline.

Default value: Read Tickets

Example: Read open tickets
Filter mode

Dropdown list
Select the strategy for selecting the tickets to retrieve.
  • All Tickets: Select to retrieve all tickets.
  • By ID: Select to retrieve a single ticket by its Zendesk ticket ID. Requires the Ticket ID field.
  • Requested: Select to retrieve the tickets that a user requested. Requires the User ID field.
  • Followed: Select to retrieve the tickets that a user follows. Requires the User ID field.
  • CC’d: Select to retrieve the tickets on which a user is copied. Requires the User ID field.
  • Assigned: Select to retrieve the tickets assigned to a user. Requires the User ID field.
  • By Recent: Select to retrieve recent tickets.
  • By Organization: Select to retrieve the tickets of an organization. Requires the Organization ID field.
  • Incremental Export: Select to retrieve the tickets that changed since a specific time. Requires the Since date field.

Default value: All Tickets

Example: Assigned
Ticket ID*

Integer/Expression

Appears when Filter mode is By ID.

Enter the numeric Zendesk ID of the ticket to retrieve.

Default value: None

Example: 35436
User ID*

Integer/Expression

Appears when Filter mode is Requested, Followed, CC’d, or Assigned.

Enter the numeric Zendesk ID of the user whose tickets to retrieve.

Default value: None

Example: 123456789
Organization ID*

Integer/Expression

Appears when Filter mode is By Organization.

Enter the numeric Zendesk ID of the organization whose tickets to retrieve.

Default value: None

Example: 112233445
Since date*

String/Expression

Appears when Filter mode is Incremental Export.

Enter the earliest update time to export from, as an ISO 8601 timestamp that includes the time, such as 2024-01-01T00:00:00Z. A date without a time is rejected.

Default value: None

Example: 2024-01-01T00:00:00Z
Sort by

Dropdown list

Appears when Filter mode is not By ID, Incremental Export, or By Recent.

Select the field to sort the retrieved tickets by.
  • Updated At
  • ID
  • Status

Default value: Updated At

Example: Status
Sort order

Dropdown list

Appears when Filter mode is not By ID, Incremental Export, or By Recent.

Select the direction in which to sort the retrieved tickets.
  • Ascending
  • Descending

Default value: Descending

Example: Ascending
Max results

Integer/Expression

Enter the maximum number of ticket records to emit per execution. Enter 0 or leave empty to emit all matching results.

Default value: 0

Example: 100
Retry attempts

Integer/Expression

Enter the number of times the Snap should retry the API call on connection errors or 5xx responses. On a 429 response, the Snap automatically retries after the interval specified in the server's Retry-After header, overriding the Retry interval value. On a 401 response, the Snap reloads the account credentials and retries before counting the attempt against this limit.

Default value: 5

Example: 3
Retry interval (seconds)

Integer/Expression

Enter the number of seconds to wait between retry attempts.

Default value: 3

Example: 5

Snap execution

Dropdown list
Choose one of the three modes in which the Snap executes. Available options are:
  • Validate & Execute: Performs limited execution of the Snap and generates a data preview during pipeline validation. Subsequently, performs full execution of the Snap (unlimited records) during pipeline runtime.
  • Execute only: Performs full execution of the Snap during pipeline execution without generating preview data.
  • Disabled: Disables the Snap and all Snaps that are downstream from it.

Default value: Validate & execute

Example: Execute only

Troubleshooting

Error Reason Resolution
Unable to connect to Zendesk: <details> The Snap could not connect to your Zendesk instance with the selected account, because of an authentication or network problem. Verify the subdomain and credentials in the account, and that the Snaplex can reach your Zendesk instance. Then run the pipeline again.
Authentication failed. Zendesk rejected the account credentials with HTTP 401 (Unauthorized). Verify the credentials in the account, then run the pipeline again.
Invalid request. Zendesk rejected the request with HTTP 400 (Bad Request) or HTTP 422 (Unprocessable Entity). The reason field in the error document shows which. Review the Snap settings and the values in the input document, correct any value that Zendesk does not accept, and run the pipeline again.
Access denied. Zendesk returned HTTP 403 (Forbidden). The Zendesk user behind the account does not have permission for the requested resource. Use an account whose Zendesk user has at least the Agent role, or the permissions the operation requires.
Resource not found. Zendesk returned HTTP 404 (Not Found). The ID in the Snap settings or input document does not exist in your Zendesk instance, or the record was deleted. Verify the ID, and make sure the record still exists in Zendesk.
Rate limit exceeded. Zendesk returned HTTP 429 (Too Many Requests), and the rate limit was still exceeded after the Snap's automatic retries. Reduce the volume of requests, for example by retrieving fewer records per run, or schedule the pipeline outside peak hours.
Zendesk server error. Zendesk returned HTTP 500, 502, 503, or 504, and the error persisted after the configured retries. Wait a few minutes and run the pipeline again. If the error recurs, increase Retry attempts or Retry interval (seconds).
Network error while calling Zendesk. The Snap could not reach Zendesk, for example because of a connection timeout or a DNS failure. Verify that the Snaplex can reach your Zendesk instance, then run the pipeline again.
The <field> provided is not valid An ID field, such as User ID or Ticket ID, received a value that is not a whole number. Zendesk ID fields accept integer values only. Enter the numeric Zendesk ID, or fix the expression so that it evaluates to one.
Ticket ID is required when filter mode is 'By ID' Ticket ID is empty, or evaluates to 0. Enter the ID of the ticket to retrieve.
User ID is required when filter mode is '<filter mode>' Filter mode is Requested, Followed, CC’d, or Assigned, and User ID is empty or evaluates to 0. Enter the ID of the user whose tickets to retrieve.
Organization ID is required when filter mode is 'By Organization' Organization ID is empty, or evaluates to 0. Enter the ID of the organization whose tickets to retrieve.
Since date is required for incremental export Filter mode is Incremental Export and Since date is empty. Enter the time to export from, such as 2024-01-01T00:00:00Z.
Invalid start time format: <value> Since date is not an ISO 8601 timestamp, for example because it has no time part. Enter a full ISO 8601 timestamp, such as 2024-01-01T00:00:00Z.