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
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.
Permissions
The Zendesk connector makes all synced tickets visible in Grapevine.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
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.