Zendesk Support Migration Guide

import MigrationGuide from '@site/static/_migration_guides_upgrade_guide.md';

Upgrading to 5.2.0

This is not a breaking change. No stream reset is required, and existing state is migrated automatically. This guide is provided because the behavioral change to the tickets stream may affect downstream pipelines that depend on deleted ticket data.

Version 5.2.0 switches the tickets stream from the Zendesk Incremental Export API to the Export Search Results endpoint. This improves sync performance by enabling concurrent time-range partitioning.

What changed

• The tickets stream no longer returns deleted tickets. Zendesk's Export Search Results endpoint excludes deleted tickets from the search index.
• A new deleted_tickets stream is available. This stream uses the List Deleted Tickets endpoint and syncs in full refresh mode.
• The cursor field for the tickets stream changed from generated_timestamp to updated_at. Existing state is migrated automatically.

Who is affected

Users who rely on the tickets stream to identify deleted tickets by filtering for status==deleted records. After upgrading, deleted tickets no longer appear in the tickets stream.

Migration steps

1. Enable the deleted_tickets stream in your connection to continue syncing deleted ticket data.
2. Update any downstream pipelines that filter for status==deleted in the tickets stream to read from the deleted_tickets stream instead.
3. No stream reset is required. The connector automatically migrates existing state from the old cursor format to the new one.

:::note The deleted_tickets stream requires the view_deleted_tickets permission in Zendesk. If your account lacks this permission, the stream is automatically skipped without failing the sync. :::

Upgrading to 5.0.0

This version adds OAuth2.0 with refresh token support. Users who authenticate via OAuth must re-authenticate to use the new flow with rotating refresh tokens.

What changed

The OAuth authentication flow has been updated to support Zendesk's new grant-type tokens with rotating refresh tokens. The legacy OAuth2.0 option has been renamed to "OAuth2.0 (Legacy)" and a new "OAuth2.0 with Refresh Token" option has been added.

Why this change is required

Zendesk announced support for OAuth refresh token grant type on April 30, 2025. According to Zendesk's announcement, all customers are required to adopt the OAuth refresh token flow by April 30, 2026. This connector update ensures compatibility with Zendesk's new authentication requirements.

Migration steps

1. Go to your Zendesk Support connection settings in Airbyte
2. If you are using OAuth authentication, you will need to re-authenticate
3. Select "OAuth2.0 with Refresh Token" as the authentication method
4. Complete the OAuth flow to authorize the connector

Connector upgrade guide

<MigrationGuide />

Upgrading to 4.0.0

The pagination strategy has been changed from Offset to Cursor-Based. It is necessary to reset the stream.

Connector upgrade guide

<MigrationGuide />

Upgrading to 3.0.0

cursor_field for TicketsMetric stream is changed to generated_timestamp. It is necessary to refresh the data and schema for the affected stream.

Schema Changes - Added Field

Stream Name	Added Fields
TicketMetrics	generated_timestamp

Upgrading to 2.0.0

Stream Deleted Tickets is removed. You may need to refresh the connection schema (skipping the data clearing), and running a sync. Alternatively, you can clear your data.

Upgrading to 1.0.0

cursor_field for Tickets stream is changed to generated_timestamp. For a smooth migration, you should refresh your stream. Alternatively, you can clear your data.