Zendesk Settings

After adding a Zendesk application connection to an environment, you can tailor the fetch behavior to match your organization’s setup.

How to edit your configuration

Environment Settings → Application Connections
Click the ••• menu next to your Zendesk connection → Edit Configuration File

For more information about changing settings, read the Salto Configuration File article.

Client settings

Fine‑tune retry logic and rate‑limit caps so large fetches don’t hit Zendesk API throttling.

zendesk {
  client = {
    retry = {
      maxAttempts = 5
      retryDelay  = 5000   # ms
    }
    rateLimit = {
      total = -1           # ‑1 = unlimited shared budget
      get   = 20           # per‑GET cap
    }
    maxRequestsPerMinute = 200
    delayPerRequestMS    = 100
  }
}

Zendesk fetch rules

Zendesk supports criteria filters inside include or exclude, letting you target objects by fields such as name or title. These field‑level filters are adapter‑specific and may not exist in other systems.

zendesk {
  fetch = {
    exclude = [
      { type = "automation" },
      {
        type     = "organization"
        criteria = { name = "name.*" }
      }
    ]
  }
}

Guide (Help Center) options

Limit Guide content to selected brands or include draft articles when you need to manage help‑center assets.

zendesk {
  fetch = {
    guide = {
      brands = [
        "Brand A",
        "Brand B",
        ".*"      # regex supported
      ]
    }
  }

  enableGuideDrafts = true   # default is false
}

You can also fetch and manage Guide themes — for more info, see

Fetching Zendesk Guide Themes

Deploying organizations and organization references

When Zendesk elements. such as triggers, contain some organization ID (e.g. in their condition), by default they cannot be deployed to other environments, since Salto uses organization IDs which are different across environments.

To change this, you can do 2 things:

Change organization IDs to names, by enabling the resolveOrganizationIDs fetch flag
Enable auto-creation of missing organizations, by enabling the createMissingOrganizations deploy flag. This will only work if the previous resolveOrganizationIDs flag is enabled.
1. After enabling this, organizations which do not exist in the target environment will be automatically created when deploying Zendesk elements which contain them

zendesk {
  fetch = {
    ...
    includeAuditDetails = true
    ...
  }

  deploy = {
    ...
    createMissingOrganizations = true
    ...
  }
}

Deploy‑time fallback for missing users

Provide a fallback user so deployments succeed even if the original user is missing in the target, it can either use the email of the deployer, or a specific email every time you deploy, the below is the dynamic option.

zendesk {
  deploy = {
    defaultMissingUserFallback = "##DEPLOYER##"
  }
}

Optional flags

Each of these flags can set to true or false according to your preference.

This can be done in the "fetch" section of the configuration file, for example:

zendesk {
  fetch = {
    ...
    includeAuditDetails = true
    ...
  }
}

Flag	Default	Purpose
includeAuditDetails	false	Fetch changed by/at information; this may slow down fetches
handleIdenticalAttachmentConflicts	false	When an article has multiple attachments with the same content & name, enabling this will only fetch one attachment
extractReferencesFromFreeText	false	Convert IDs in Zendesk links inside text fields to Salto element references
convertJsonIdsToReferences	false	Convert IDs in JSON fields to Salto element references
	false	Replace organization IDs with names; this enables cross-environment deployment of elements which contain an organization reference
resolveUserIDs	true	Replace user IDs with emails
omitInactive.default	true	See Omitting Inactive Elements