Zendesk Support Migration Guide

Availability

Core Standard Plus Pro Enterprise Flex Self-Managed Enterprise PyAirbyte

Support Level

Airbyte

Connector Version

5.2.0 (last updated 4 days ago)

Sync Success Rate

Usage Rate

Definition ID

79c1aa37-dae3-42ae-b333-d1c105477715

Upgrading to 5.2.0

This is not a breaking change. No stream reset is required, and existing state is migrated automatically. This guide is provided because the behavioral change to the tickets stream may affect downstream pipelines that depend on deleted ticket data.

Version 5.2.0 switches the tickets stream from the Zendesk Incremental Export API to the Export Search Results endpoint. This improves sync performance by enabling concurrent time-range partitioning.

What changed

• The tickets stream no longer returns deleted tickets. Zendesk's Export Search Results endpoint excludes deleted tickets from the search index.
• A new deleted_tickets stream is available. This stream uses the List Deleted Tickets endpoint and syncs in full refresh mode.
• The cursor field for the tickets stream changed from generated_timestamp to updated_at. Existing state is migrated automatically.

Who is affected

Users who rely on the tickets stream to identify deleted tickets by filtering for status==deleted records. After upgrading, deleted tickets no longer appear in the tickets stream.

Migration steps

1. Enable the deleted_tickets stream in your connection to continue syncing deleted ticket data.
2. Update any downstream pipelines that filter for status==deleted in the tickets stream to read from the deleted_tickets stream instead.
3. No stream reset is required. The connector automatically migrates existing state from the old cursor format to the new one.

note

The deleted_tickets stream requires the view_deleted_tickets permission in Zendesk. If your account lacks this permission, the stream is automatically skipped without failing the sync.

Upgrading to 5.0.0

This version adds OAuth2.0 with refresh token support. Users who authenticate via OAuth must re-authenticate to use the new flow with rotating refresh tokens.

What changed

The OAuth authentication flow has been updated to support Zendesk's new grant-type tokens with rotating refresh tokens. The legacy OAuth2.0 option has been renamed to "OAuth2.0 (Legacy)" and a new "OAuth2.0 with Refresh Token" option has been added.

Why this change is required

Zendesk announced support for OAuth refresh token grant type on April 30, 2025. According to Zendesk's announcement, all customers are required to adopt the OAuth refresh token flow by April 30, 2026. This connector update ensures compatibility with Zendesk's new authentication requirements.

Migration steps

1. Go to your Zendesk Support connection settings in Airbyte
2. If you are using OAuth authentication, you will need to re-authenticate
3. Select "OAuth2.0 with Refresh Token" as the authentication method
4. Complete the OAuth flow to authorize the connector

Connector upgrade guide

Review the following information to prepare for and execute your upgrade.

Review the changelog

Before updating a connector, review the changelog to understand the changes and their potential impact on your existing connections. Find the changelog for any connector by navigating to the bottom of the documentation for that connector. Major version releases also include a migration guide.

Plan for major updates

Major updates may require you to adjust connection settings or even make changes to your data pipelines. Allocate enough time and resources for this. Use the migration guide to ensure your transition process goes smoothly.

Airbyte provides tooling that guarantees safe connector version bumps and enforces automated version bumps for minor and patch updates. You always need to manually update for major version bumps.

Self-managed plans: pin a specific version if you can't update

If you're unable to upgrade to the new version of a connector, you can pin that connector to a specific version.

1. In the navigation bar:

   • If you're on the Self-Managed Enterprise plan, click Organization settings > Sources/Destinations.

   • If you're on any other plan, click Workspace settings > Sources/Destinations.

2. Edit the entry for the connector you want to pin.

3. Set the Default Version to the version you want to use.

Self-managed plans: update the local connector image

If you self-manage Airbyte, you must manually update the connector image in your local registry before proceeding with the migration. Follow the steps below.

1. In the navigation bar:

   • If you're on the Self-Managed Enterprise plan, click Organization settings > Sources/Destinations.

   • If you're on any other plan, click Workspace settings > Sources/Destinations.

2. Find the connector you want to update in the list of connectors.

   note

   Airbyte lists two versions, the current in-use version and the latest version available.

3. Click Change to update your OSS version to the latest available version.

Update the connector version

Update each instance of the connector separately. If you have multiple instances of a connector, updating one doesn't affect the others.

1. In the navigation bar:

   • If you're on the Self-Managed Enterprise plan, click Organization settings > Sources/Destinations.

   • If you're on any other plan, click Workspace settings > Sources/Destinations.

2. Select the instance of the connector you wish to upgrade.

3. Select Upgrade.

4. Follow the prompt to confirm you are ready to upgrade to the new version.

Clear data from affected streams

After upgrading a connector with a breaking change, you must refresh affected schemas and clear your data.

1. In the nav bar, click Connections.

2. Find the connection affected by the upgrade.

3. Click the Schema tab.

4. Click Refresh source schema (looks like ). When Airbyte finishes, it shows you any detected schema changes.

5. Click OK.

6. Click Save changes

7. Clear the data for the streams affected by this upgrade.

Once the clear is complete, you can begin syncing your data again as usual.

Upgrading to 4.0.0

The pagination strategy has been changed from Offset to Cursor-Based. It is necessary to reset the stream.

Connector upgrade guide

Review the following information to prepare for and execute your upgrade.

Review the changelog

Before updating a connector, review the changelog to understand the changes and their potential impact on your existing connections. Find the changelog for any connector by navigating to the bottom of the documentation for that connector. Major version releases also include a migration guide.

Plan for major updates

Major updates may require you to adjust connection settings or even make changes to your data pipelines. Allocate enough time and resources for this. Use the migration guide to ensure your transition process goes smoothly.

Airbyte provides tooling that guarantees safe connector version bumps and enforces automated version bumps for minor and patch updates. You always need to manually update for major version bumps.

Self-managed plans: pin a specific version if you can't update

If you're unable to upgrade to the new version of a connector, you can pin that connector to a specific version.

1. In the navigation bar:

   • If you're on the Self-Managed Enterprise plan, click Organization settings > Sources/Destinations.

   • If you're on any other plan, click Workspace settings > Sources/Destinations.

2. Edit the entry for the connector you want to pin.

3. Set the Default Version to the version you want to use.

Self-managed plans: update the local connector image

If you self-manage Airbyte, you must manually update the connector image in your local registry before proceeding with the migration. Follow the steps below.

1. In the navigation bar:

   • If you're on the Self-Managed Enterprise plan, click Organization settings > Sources/Destinations.

   • If you're on any other plan, click Workspace settings > Sources/Destinations.

2. Find the connector you want to update in the list of connectors.

   note

   Airbyte lists two versions, the current in-use version and the latest version available.

3. Click Change to update your OSS version to the latest available version.

Update the connector version

Update each instance of the connector separately. If you have multiple instances of a connector, updating one doesn't affect the others.

1. In the navigation bar:

   • If you're on the Self-Managed Enterprise plan, click Organization settings > Sources/Destinations.

   • If you're on any other plan, click Workspace settings > Sources/Destinations.

2. Select the instance of the connector you wish to upgrade.

3. Select Upgrade.

4. Follow the prompt to confirm you are ready to upgrade to the new version.

Clear data from affected streams

After upgrading a connector with a breaking change, you must refresh affected schemas and clear your data.

1. In the nav bar, click Connections.

2. Find the connection affected by the upgrade.

3. Click the Schema tab.

4. Click Refresh source schema (looks like ). When Airbyte finishes, it shows you any detected schema changes.

5. Click OK.

6. Click Save changes

7. Clear the data for the streams affected by this upgrade.

Once the clear is complete, you can begin syncing your data again as usual.

Upgrading to 3.0.0

cursor_field for TicketsMetric stream is changed to generated_timestamp. It is necessary to refresh the data and schema for the affected stream.

Schema Changes - Added Field

Stream Name	Added Fields
TicketMetrics	generated_timestamp

Upgrading to 2.0.0

Stream Deleted Tickets is removed. You may need to refresh the connection schema (skipping the data clearing), and running a sync. Alternatively, you can clear your data.

Upgrading to 1.0.0

cursor_field for Tickets stream is changed to generated_timestamp. For a smooth migration, you should refresh your stream. Alternatively, you can clear your data.