Zendesk FAQs

Is a particular Zendesk subscription level required to connect to Onna?

No particular subscription level is required. However, lower-tier subscriptions have a lower API rate limit so it could affect the collection speed.

In what order does Zendesk sync my files into Onna?

Onna will sync your Zendesk files based on their update date (the date the ticket was last updated) and in ascending order.

How should I identify date-specific records in one-time sync from Zendesk?

When conducting a one-time sync from Zendesk using a specified date range, it’s important to remember that Zendesk tickets are ingested in Onna by the date last modified in ascending order, not the creation date. Learn how to connect and collect from Zendesk in Onna’s Help Center.

Can I search Zendesk tickets with a particular tag?

An advanced search will need to be created to search against the Zendesk field 'tag' in Onna. Select the property 'tags' from the advanced search page under the section Zendesk If you do not see the field available from advanced search, enable this option in your admin preferences.