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What gets indexed

  • Tickets - All ticket fields including custom fields
  • Ticket metrics - All ticket metrics, ex. reply time, wait time, reopens.
  • Ticket people - Brand, Group, Assignee, Requester, Submitter, Followers, Contributors
  • Ticket comments - All comments for each ticket

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Setup

You must be an Admin in Zendesk to properly authorize the Grapevine app. We use admin-only API’s for incremental data syncing.
1

Connect to Grapevine

In Grapevine, go to the Zendesk Integration
2

Authorize Grapevine

Click Connect and log into Zendesk (if needed), review the permission request and authorize. You will be redirected back to Grapevine and your data will begin syncing immediately.

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Permissions

The Zendesk connector makes all synced tickets visible in Grapevine.

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Sync behavior

  • Initial full sync - Begins automatically after authorization, progresses backwards in time so latest data should be available quickly.
  • Ongoing syncs - Runs every hour to capture incremental ticket updates

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Limitations

  • Admin access is required to connect and sync data.
  • Ticket updates follow the sync schedule, so changes in Zendesk may not appear in Grapevine immediately.
  • Zendesk permission models are not applied in Grapevine.
    • This is intentional so that helpdesk information can be broadly searchable rather than restricted to Zendesk Agent roles. If this is a concern for your workflow or data policies, please reach out.
    • As a result, users may see citation links to Zendesk tickets they would not normally have access to within Zendesk.