🧩 What is it?
The Zendesk integration allows Oversai to securely connect to your Zendesk account and analyze your support ticket data using AI.
The integration is read-only, meaning Oversai does not create, modify, or delete any data in Zendesk.
Oversai is designed with data minimization in mind. We only retrieve the data required to provide the integration's functionality and run the requested AI analysis.
🔐 Authentication
Oversai connects to Zendesk using OAuth 2.0, providing a secure and permission-based connection to your Zendesk account.
When setting up the integration, Zendesk will show you a confirmation screen with the permissions requested by Oversai.
Review the requested permissions and click Allow to authorize the connection.
Once you approve the request, the integration will be created automatically and Oversai can begin syncing the required data from Zendesk.
🔁 How does the integration work?
Once the integration is authorized, Oversai performs incremental syncs approximately every 10 minutes.
This means that Oversai only retrieves new or updated information instead of repeatedly syncing the same data.
This helps keep your data up to date while minimizing unnecessary data transfers.
📥 What data does Oversai access?
Oversai uses the data available in Zendesk to provide filtering, reporting, and AI-powered analysis.
The integration is read-only and is designed to retrieve only the minimum data required for these purposes.
1. Ticket Metadata
Oversai accesses information such as:
Ticket ID
Subject
Status
Priority
Created and updated dates
Tags
Assignee
Custom fields
Ticket metrics
This information is primarily used to support filtering, segmentation, reporting, and analytics within Oversai.
2. Ticket Comments and Conversations
Oversai can access ticket comments and conversation content when needed for AI analysis.
This data can be used for AI capabilities such as:
AI Process
AI Metrics
AI Tagging & Sentiment
AI Summarization
Conversation content is used for AI processing and is not stored as conversation content in Oversai's database.
🔒 Data Privacy & Security
Oversai is designed with data protection and data minimization at its core.
Read-only access: Oversai does not create, modify, or delete information in your Zendesk account.
OAuth 2.0: The integration uses Zendesk's secure OAuth 2.0 authorization flow.
Data minimization: We retrieve only the data required to provide the integration's functionality and perform the requested AI analysis.
Conversation privacy: Conversation content is not stored in Oversai's database and is used only for the required AI processing.
Secure transmission: Data is securely transmitted using TLS/HTTPS.
⚙️ What happens when I authorize the integration?
The setup is simple:
1. Connect Zendesk
Start the Zendesk integration from Oversai: Left menu - Data - Integrations
2. Review permissions
Zendesk will show you the permissions requested by Oversai.
3. Approve the connection
Click Allow to authorize the integration.
4. Start syncing
Once authorized, Oversai will begin retrieving the required Zendesk data and syncing it with the platform.
✅ Quick Summary
Feature | Details |
|---|---|
Access Type | Read-only |
Authentication | OAuth 2.0 |
Sync Frequency | Approximately every 10 minutes |
Data Accessed | Ticket metadata and conversation content when required for AI analysis |
Data Stored | Ticket metadata required for filtering and analytics |
Conversation Content | Used for AI processing and not stored as conversation content |
Permissions | Authorized through Zendesk's OAuth 2.0 flow |
Data Minimization | Only the data required for the integration and requested AI analysis is retrieved |
❓ Need help?
If you have any questions about setting up or managing your Zendesk integration, contact our support team. We're happy to help!