> For the complete documentation index, see [llms.txt](https://doc.duaer.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.duaer.com/guides/zendesk-ticket-process.md).

# Zendesk ticket process: see where each ticket waits

Connect Zendesk to Duaer. It reads when each ticket was opened, first assigned, first replied to, solved and closed, so you see where tickets wait and for how long.
## What does Duaer read from Zendesk?

Each ticket is a case with these steps: Opened, Assigned (first assignment), Responded (first public reply), Resolved and Closed. Priority, type, group and channel come with it.

The steps match the service ticket template, so the customer service metrics and board work as they are. Deleted tickets are left out. Opening a case on the employee portal shows the ticket’s timeline.

## How do you connect Zendesk to Duaer?

1. Prepare a Zendesk admin account: the incremental export is open to admins only.
2. In Duaer, create a Zendesk credential (API token: subdomain, email and token; or Zendesk OAuth2). Knowledge search uses this kind of credential too.
3. As an owner or admin, open Data sources, select Add source, choose Zendesk under Service ticket, choose the credential, select Check connection and confirm.

## How often does it read, and how much?

Each run goes on from where the last one stopped through Zendesk’s incremental export, 100 tickets at most; a first read covers all tickets and finishes over several runs. A ticket that changes again is read again; a step is never written twice. Read only.

## What are the limits?

- An admin credential is needed.
- Reply time counts calendar time, not business hours.
- The endpoints and fields follow Zendesk’s published documentation and are not yet checked against a real account; the first real read may need adjustments.
## Questions

### How is this different from Zendesk in the knowledge base?

The knowledge base searches Zendesk’s help center articles; the process source reads the steps tickets go through. Both can use the same credential.

## Related

- [Add a process source in Duaer](https://doc.duaer.com/build/process-sources.md)
- [See the process in your data and generate workflows in Duaer](https://doc.duaer.com/build/process.md)
- [Process findings and SOP conformance in Duaer](https://doc.duaer.com/build/process-findings.md)
- [Search Zendesk tickets and articles with Duaer](https://doc.duaer.com/guides/zendesk-knowledge-search.md)
- [ServiceNow ticket process: see where each incident and requested item waits](https://doc.duaer.com/guides/servicenow-ticket-process.md)