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Can you configure the Zendesk connector to sync only tickets within a specific timeframe?

Ronit Gieske

**Use case:** We manage a high-volume support operation and have over one million historical tickets in Zendesk. For our Rovo implementation, we'd like to sync only tickets from the last 6 months to:
- Improve sync performance and indexing speed
- Keep search results relevant to current operations
- Manage our indexed objects quota more efficiently
- Reduce noise from legacy/archived tickets

**Question:** Is there currently a way to configure the Zendesk connector to sync only tickets within a specific date range (e.g., last 6 months, last year)?

Accepted answers

Rebekka Heilmann (viadee)

Hi @Ronit Gieske

like Jorge said, the current Zendesk connector cannot be limited. There is a feature request for limiting it by date, but it doesn't have much votes yet: https://jira.atlassian.com/browse/AI-1224

You can change that

I am no Zendesk expert... is there any way to archive Zendesk tickets so they are removed from Zendesk's index? If so, it would be worth a try whether they are removed from the sync as well.

All comments

Jorge Cammarota_rnitw6

Good evening, how are you? Based on official documentation.

Direct answer: Currently, there is no setting in the Zendesk connector to limit synchronization by date range (for example, "only the last 6 months" or "starting from YYYY-MM-DD").

Based on the connector's official documentation:

Guia do Zendesk:

https://support.atlassian.com/organization-administration/docs/connect-zendesk-to-rovo/

Guia geral de conectores:

https://support.atlassian.com/organization-administration/docs/rovo-connector-types/

Gestão de conectores:

https://support.atlassian.com/organization-administration/docs/manage-connector-details/

Ronit Gieske

Thanks! That's unfortunate.

Rebekka Heilmann (viadee)

Hi @Ronit Gieske

like Jorge said, the current Zendesk connector cannot be limited. There is a feature request for limiting it by date, but it doesn't have much votes yet: https://jira.atlassian.com/browse/AI-1224

You can change that

I am no Zendesk expert... is there any way to archive Zendesk tickets so they are removed from Zendesk's index? If so, it would be worth a try whether they are removed from the sync as well.

Ronit Gieske

Thanks @Rebekka Heilmann _viadee_ ! I upvoted it
Our tickets get archived after 120 days...I wonder if those get synced as well...
Would you happen to know?

Rebekka Heilmann (viadee)

I don't and cannot test as we don't have Zendesk, but shouldn't it be an easy test? Check a ticket today that is 119 days old, save a screenshot or something. Check if it pops up in Rovo. It should. Then come back the next day (or a few days after) to see if it still comes up in search.

If it does work, you could post a comment on the feature request and provide that workaround to others

Dr Valeri Colon (Connect Centric)

@Ronit Gieske to add to what @Rebekka Heilmann _viadee_ mentioned, currently Rovo connectors (including Zendesk) do not support native date-range filtering at the sync level. Syncs typically ingest all accessible data, with filtering handled at the search/query stage rather than during indexing. As a workaround, you can limit scope via Zendesk views, permissions, or a dedicated API layer to expose only recent tickets.