Zendesk Integration – Technical Overview

🧩 What is it?

The Zendesk integration allows Oversai to retrieve and analyze your support ticket data using AI—without ever storing your conversation content.

This read-only integration is designed to bring valuable insights through metadata syncing and on-demand AI processing, while maintaining high standards of privacy and performance.

🔐 Authentication

Oversai connects to your Zendesk instance using an API token tied to an authorized user’s email. All data exchanges occur securely via HTTPS.

🔁 Sync Frequency

Oversai performs incremental syncs every ~10 minutes. The process is:

• Incremental: Only new or updated tickets are fetched.

• Idempotent: No duplication or overwrites occur.

This ensures high performance and up-to-date visibility across your support operations.

📥 What Data Is Accessed?

This is a read-only integration—Oversai does not modify, delete, or create any data in Zendesk.

1. Ticket Metadata

• Source: GET /api/v2/incremental/tickets.json

• What we access:

  • ticket_id, subject, status, priority

  • created_at, updated_at

  • tags, assignee_id, custom_fields, metrics, etc.

• Purpose: Enables advanced filtering, segmentation, and reporting within Oversai.

2. Ticket Comments (Conversations)

• Source: GET /api/v2/tickets/{ticket_id}/comments.json

• How we use it:

  • Accessed on demand only to run AI models (e.g., summarization, sentiment).

  • Never stored in our database—used solely for real-time inference.

🔒 Data Privacy & Security

Oversai is designed with data protection at its core:

• ✅ Only metadata is stored for filtering and analytics.

• 🔐 Conversation content is never stored—used temporarily for AI processing only.

• 🔒 Secure transmission via TLS/HTTPS.

• 📉 Data minimization principles: We access only what’s necessary, for as long as necessary.

✅ Quick Summary

If you have any questions about setting up or managing your Zendesk integration, contact our support team — we're happy to help!