Question 1

Does Ana support Zendesk Explore data?

Accepted Answer

Ana uses the Zendesk core API to read tickets, users, and organizations directly. Explore-specific reports can be accessed through the Explore API if you whitelist it separately. Most analyses join raw ticket data with warehouse metrics rather than duplicating Explore dashboards.

Question 2

Can Ana read Zendesk custom fields?

Accepted Answer

Yes. The connector discovers every custom field configured on tickets, users, and organizations. Ana can filter, group, and join on any custom field, which is useful when your workflow encodes customer tier, feature area, or severity in custom fields.

Question 3

How are Zendesk credentials secured?

Accepted Answer

API tokens and OAuth refresh tokens are encrypted in TextQL's credential vault and injected by our egress proxy at the network layer. Ana's Python sandbox never sees the raw value. All token refresh activity happens outside the sandbox and is audit-logged.

Question 4

Can I use a scoped Zendesk agent?

Accepted Answer

Yes. We recommend creating a dedicated Zendesk agent for TextQL with only the role permissions it needs. Ana will only see tickets and fields that agent can access, which provides a clean security boundary and clear audit trail.

Question 5

Is Zendesk rate limited?

Accepted Answer

Yes. Zendesk enforces API rate limits per account and endpoint. The TextQL connector handles throttling automatically with exponential backoff and retries. For very high volume usage consider Zendesk's higher rate limit plans.