{
  "slug": "zendesk",
  "url": "https://apps.sectorgrowth.com/integrations/zendesk/",
  "name": "Zendesk",
  "vendor": "Zendesk",
  "aliases": [
    "Zendesk Support",
    "Zendesk Suite",
    "Zendesk for customer service",
    "Zendesk ticketing"
  ],
  "website": "https://www.zendesk.com/service/",
  "category": {
    "slug": "customer-service-and-support",
    "name": "Customer service and support",
    "url": "https://apps.sectorgrowth.com/categories/customer-service-and-support/"
  },
  "summary": "Zendesk holds the ticket, the requester and the satisfaction rating. What HubSpot's Zendesk app syncs, what Zendesk's own app adds, and where a build starts.",
  "answer": "Yes. HubSpot publishes a Zendesk app, listed in the HubSpot App Marketplace as of September 2026, that keeps Zendesk users and organizations in step with HubSpot contacts and companies and copies tickets one way into HubSpot. It is the right start for most teams at 8 to 24 hours of setup and review. It stops at archived tickets, satisfaction detail and any write back into a Zendesk ticket, which is where a custom API integration on Zendesk's incremental exports takes over.",
  "nativeApp": {
    "status": "hubspot-built",
    "name": "Zendesk",
    "developer": "HubSpot",
    "verifiedAt": "2026-09-28"
  },
  "api": {
    "style": "rest",
    "auth": "oauth2",
    "webhooks": "yes",
    "changedSince": "yes",
    "sandbox": "paid",
    "rateLimit": "200 to 2,500 Support API requests per minute by plan, and 10 requests a minute on incremental exports",
    "docsUrl": "https://developer.zendesk.com/api-reference/"
  },
  "objects": [
    {
      "source": "User (end user)",
      "hubspot": "contact",
      "direction": "two_way",
      "key": "Email, with the Zendesk user id in a custom property as the tie breaker",
      "notes": "HubSpot's app maps users to contacts in both directions by default."
    },
    {
      "source": "Organization",
      "hubspot": "company",
      "direction": "two_way",
      "key": "Zendesk organization id in a custom property, never the name"
    },
    {
      "source": "Ticket",
      "hubspot": "ticket",
      "direction": "to_hubspot",
      "key": "Zendesk ticket id",
      "notes": "HubSpot's app skips archived tickets, so older history needs a backfill."
    },
    {
      "source": "Satisfaction rating",
      "hubspot": "ticket",
      "direction": "to_hubspot",
      "key": "Zendesk ticket id, written as properties on the HubSpot ticket",
      "notes": "Zendesk's own app shows the score on the contact timeline for solved tickets."
    }
  ],
  "approaches": [
    {
      "kind": "native",
      "fit": "recommended",
      "why": "HubSpot's own Zendesk app syncs users, organizations and tickets with default mappings and nothing to host, and custom field mappings come with a Data Hub subscription."
    },
    {
      "kind": "custom",
      "fit": "possible",
      "why": "A custom API integration on the cursor-based incremental export earns its cost when archived history, satisfaction detail or ticket metrics must land in HubSpot, or when HubSpot has to update Zendesk tickets."
    },
    {
      "kind": "ipaas",
      "fit": "avoid",
      "why": "An iPaaS turns every ticket update into a billable task, so the bill follows support volume, while HubSpot's own app covers the common case without a per-task charge."
    }
  ],
  "connectionMethods": [
    "api"
  ],
  "effort": {
    "discoveryHours": [
      4,
      8
    ],
    "buildHours": [
      8,
      24
    ],
    "buildBand": "8 to 24 hours",
    "typicalElapsed": "1 to 2 weeks"
  },
  "pattern": "polling-watermark",
  "faqs": [
    {
      "q": "Should we install HubSpot's Zendesk app or Zendesk's own app?",
      "a": "They do different jobs, and some teams run both. HubSpot's app is a data sync: users with contacts, organizations with companies, and tickets one way into HubSpot as records. Zendesk's app writes ticket events, conversations and satisfaction scores onto the HubSpot contact timeline, one way, through three triggers and a webhook it creates in Zendesk. Choose HubSpot's when tickets must be reportable records."
    },
    {
      "q": "Does HubSpot's Zendesk app bring over old tickets?",
      "a": "Existing records sync when the app connects, but HubSpot's listing says archived tickets will not. Zendesk usually archives a ticket 120 days after it closes, and a Zendesk sandbox archives closed tickets after three days, which surprises people in testing. History older than that needs a one-time backfill from Zendesk's incremental export, which still returns archived tickets."
    },
    {
      "q": "How quickly does a Zendesk change reach HubSpot?",
      "a": "Through HubSpot's app, within ten minutes. HubSpot's data sync documentation says records sync within 10 minutes of a change once the first sync completes, with HubSpot checking its own side every five minutes and the other app signalling changes by webhook. Zendesk's own app posts ticket events as its triggers fire. A custom build reads within seconds of a trigger's webhook."
    },
    {
      "q": "Can HubSpot update a Zendesk ticket?",
      "a": "Not through either marketplace app. HubSpot's app copies tickets one way into HubSpot, and Zendesk's app sends ticket events into HubSpot too. A build can write through the Tickets API, within Zendesk's limits of 30 updates to one ticket by one user in ten minutes and 100 update requests a minute per account, or 300 with the High Volume add-on. We gate those writes behind a review step."
    },
    {
      "q": "What are the Zendesk API rate limits for an integration?",
      "a": "They depend on the plan: 200 Support API requests a minute on Suite Team, 400 on Growth and Professional, 700 on Enterprise and 2,500 on Enterprise Plus or with the High Volume API add-on. Incremental exports have their own ceiling of 10 requests a minute, 30 with the add-on. A 429 response carries a Retry-After header, and we wait exactly that long."
    },
    {
      "q": "Do we need a Zendesk sandbox to test the integration?",
      "a": "It helps, and availability depends on the plan. Support Enterprise includes one sandbox, Suite Enterprise and Enterprise Plus include two, and Support Professional or Suite Growth and above can buy one. A sandbox copies configuration and up to 10,000 tickets, but it does not stay in step with production and its targets start inactive, so we refresh it before each test cycle."
    },
    {
      "q": "Does the Zendesk API still accept API tokens?",
      "a": "Zendesk now marks API tokens as deprecated and tells existing customers on basic authentication or API tokens that they will have to migrate to OAuth access tokens. An OAuth token gives access to the single Zendesk instance whose client created it. We build on OAuth from the first commit, so the migration Zendesk asks for never lands on your integration."
    },
    {
      "q": "How long does a Zendesk and HubSpot setup take?",
      "a": "For HubSpot's app, 4 to 8 hours of discovery and 8 to 24 hours of setup and validation. Most of that goes on the field mapping, the ticket pipeline, the conflict rule that decides which app wins a disagreement, and reconciling counts against Zendesk. If archived history or write backs are in scope, the build is scoped separately."
    }
  ],
  "sections": [
    {
      "depth": 2,
      "text": "Why teams connect Zendesk to HubSpot",
      "anchor": "#why-teams-connect-zendesk-to-hubspot",
      "url": "https://apps.sectorgrowth.com/integrations/zendesk/#why-teams-connect-zendesk-to-hubspot"
    },
    {
      "depth": 2,
      "text": "What syncs",
      "anchor": "#what-syncs",
      "url": "https://apps.sectorgrowth.com/integrations/zendesk/#what-syncs"
    },
    {
      "depth": 2,
      "text": "Architecture",
      "anchor": "#architecture",
      "url": "https://apps.sectorgrowth.com/integrations/zendesk/#architecture"
    },
    {
      "depth": 2,
      "text": "Three ways to connect",
      "anchor": "#three-ways-to-connect",
      "url": "https://apps.sectorgrowth.com/integrations/zendesk/#three-ways-to-connect"
    },
    {
      "depth": 2,
      "text": "What breaks and how we prevent it",
      "anchor": "#what-breaks-and-how-we-prevent-it",
      "url": "https://apps.sectorgrowth.com/integrations/zendesk/#what-breaks-and-how-we-prevent-it"
    },
    {
      "depth": 3,
      "text": "Archived tickets the app skips",
      "anchor": "#archived-tickets-the-app-skips",
      "url": "https://apps.sectorgrowth.com/integrations/zendesk/#archived-tickets-the-app-skips"
    },
    {
      "depth": 3,
      "text": "The minute the export holds back",
      "anchor": "#the-minute-the-export-holds-back",
      "url": "https://apps.sectorgrowth.com/integrations/zendesk/#the-minute-the-export-holds-back"
    },
    {
      "depth": 3,
      "text": "The webhook nobody should test",
      "anchor": "#the-webhook-nobody-should-test",
      "url": "https://apps.sectorgrowth.com/integrations/zendesk/#the-webhook-nobody-should-test"
    },
    {
      "depth": 3,
      "text": "Ten export calls a minute",
      "anchor": "#ten-export-calls-a-minute",
      "url": "https://apps.sectorgrowth.com/integrations/zendesk/#ten-export-calls-a-minute"
    },
    {
      "depth": 2,
      "text": "Our approach",
      "anchor": "#our-approach",
      "url": "https://apps.sectorgrowth.com/integrations/zendesk/#our-approach"
    }
  ],
  "caseStudies": [],
  "guides": [
    "https://apps.sectorgrowth.com/guides/choose-a-hubspot-integration-approach/"
  ],
  "status": "published",
  "verifiedAt": "2026-09-28",
  "updatedAt": "2026-09-28",
  "authors": [
    {
      "name": "Prash",
      "role": "Lead of Technical Integrations and AI Solutions"
    }
  ],
  "sources": [
    {
      "title": "Security and authentication",
      "url": "https://developer.zendesk.com/api-reference/introduction/security-and-auth/"
    },
    {
      "title": "Rate limits",
      "url": "https://developer.zendesk.com/api-reference/introduction/rate-limits/"
    },
    {
      "title": "Incremental Exports",
      "url": "https://developer.zendesk.com/api-reference/ticketing/ticket-management/incremental_exports/"
    },
    {
      "title": "Webhooks API",
      "url": "https://developer.zendesk.com/api-reference/webhooks/webhooks-api/webhooks/"
    },
    {
      "title": "Webhook event types",
      "url": "https://developer.zendesk.com/api-reference/webhooks/event-types/webhook-event-types/"
    },
    {
      "title": "About Zendesk sandbox environments",
      "url": "https://support.zendesk.com/hc/en-us/articles/6150628316058-About-Zendesk-sandbox-environments"
    },
    {
      "title": "About ticket archiving",
      "url": "https://support.zendesk.com/hc/en-us/articles/4408887617050-About-ticket-archiving"
    },
    {
      "title": "Setting up the Zendesk Support for HubSpot integration",
      "url": "https://support.zendesk.com/hc/en-us/articles/4408884090650-Setting-up-the-Zendesk-Support-for-HubSpot-integration"
    },
    {
      "title": "Connect and use HubSpot data sync",
      "url": "https://knowledge.hubspot.com/integrations/connect-and-use-hubspot-data-sync"
    },
    {
      "title": "Zendesk - Ticketing App for HubSpot",
      "url": "https://ecosystem.hubspot.com/marketplace/listing/zendesk-data-sync"
    }
  ]
}