Hi Fivetran,

This is related to this support ticket: https://support.fivetran.com/hc/en-us/requests/176233?page=1

We've been experiencing delays from our Fivetran - Zendesk connector. We rely on Zendesk for our customer support so this is a high priority for us.

Can you improve this?

Here are the details:
The engineering team looked into this issue and has updated that we are waiting as per the retry-after header from the response.
 
curl command for reference:
 

curl --location 'https://squarespace.zendesk.com/api/v2/tickets/9335235/side_conversations' \
--header 'User-Agent: Jersey/2.39' \
--header 'Authorization: Bearer <token>' \
--header 'X-Zendesk-Marketplace-Name: Fivetran Integration for Zendesk' \
--header 'X-Zendesk-Marketplace-App-Id: 227178' \
--header 'X-Zendesk-Marketplace-Organization-Id: 4840' \
--header 'Cookie: __cfruid=8e28f1e72944138c299f42b6c267a7f19c3dce6b-1702038376; _zendesk_cookie=BAhJIhl7ImRldmljZV90b2tlbnMiOnt9fQY6BkVU--0bf2100788cb010d0183feca16aaf88ccaf719ca'

 

 
Side conversation endpoint has its own rate limit i.e 600 requests per 10 minutes. This information is not available in zendesk documentation, and we got to know by the response message.
 

 
The side conversation endpoint is the main reason. We are syncing around 20K tickets per incremental sync. For each ticket, we query for side conversation. We have to wait 9-10 minutes after syncing 600 tickets as per the rate limit.
 
We are currently consulting the Zendesk team to see if there are any workarounds to overcome this limit. If you could also mention this concern, it would help escalate the issue and potentially lead to a faster resolution.