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Zendesk Connector for eDiscovery & Data Collection
Collect Zendesk ticketing data, attachments, and metadata for eDiscovery, compliance, and internal investigations without manual exports. The Onna + Zendesk Connector lets you access data across your organization on a defensible, unified platform.
Why Connect Zendesk to Your eDiscovery Collections Platform
Zendesk stores high-value customer support data, including tickets, attachments, user interactions, and operational workflows. When organizations respond to litigation, regulatory requests, or internal investigations, teams must collect this data quickly while preserving context and metadata.
Without the right tools, collecting from Zendesk is harder than it should be because:
Support data spans multiple ticket states and workflows
Attachments and conversations exist within complex ticket structures
Ticket updates continuously modify data over time
API rate limits impact large-scale data extraction
Data ingestion depends on last modified timestamps, not creation dates
The Onna + Zendesk Connector enables teams to collect ticketing data through a structured, defensible workflow. The connector pulls tickets, attachments, and associated metadata directly from Zendesk APIs while maintaining relationships between conversations, users, and files.
Zendesk Connector Capabilities
The Onna + Zendesk Connector supports enterprise-scale data collection from customer support environments.
Key capabilities include:
Direct API-based data collection from Zendesk
Full account archive support
Audit logs for all collection activity
Resumable sync for large datasets
Multiple sync modes (one-time, auto-sync, archive)
Source hold support for preservation workflows
Admin-level access for secure ingestion
These capabilities enable organizations to run targeted investigations or maintain continuous archives of Zendesk data for compliance and governance workflows.
What Data Can Be Collected from Zendesk
The connector captures both content and metadata from Zendesk environments, including:
Ticket Data
Open tickets
Closed tickets
Suspended tickets
Deleted tickets
Ticket conversations and updates
Support Metadata & Structure
Ticket labels and tags
Ticket hierarchy and relationships
Organizational associations
Group assignments
Attachments
Files attached to tickets
Embedded attachments within conversations
These collections preserve the full lifecycle of customer interactions, allowing teams to reconstruct support activity and communication history with accuracy.
Zendesk Metadata Collected
Along with standard file metadata, the connector captures Zendesk-specific metadata fields, including:
Ticket Metadata
Ticket ID
Ticket name (title)
Ticket type (incident, task, question)
Ticket status (new, open, pending, closed)
Ticket priority
Ticket requester
Ticket assignee
Responsible user or group
Organization ID
Tags associated with the ticket
Operational Metadata
Group assignment
Workflow classification
Ticket relationships and structure
This metadata enables legal and compliance teams to reconstruct timelines, identify responsible parties, and analyze support workflows across the organization.
How Zendesk Data Collection Works
The connector streamlines Zendesk data collection through a structured workflow.
Add Zendesk as a data source
Navigate to the target workspace and select “Add source.”
Select Zendesk
Choose Zendesk from the list of available connectors.
Configure the source
Enter the Zendesk domain and define source configuration settings. Default configurations include auto-sync and archive settings for ticket collection.
Select sync mode
Choose a synchronization mode based on use case requirements.
Define collection scope
Select ticket types to include in the sync, including optional inclusion of deleted or suspended tickets.
Start sync
Launch the sync and monitor ingestion directly within the Onna workspace.
Zendesk Data Collection Options
The Onna + Zendesk Connector supports flexible sync configurations aligned to investigation and compliance workflows.
One-Time Sync
Run a targeted collection for a defined dataset or time period.
Auto Sync
Continuously collect newly created or updated ticket data.
Auto Sync & Archive
Maintain a continuously updated archive of Zendesk data for governance and compliance.
Common Zendesk eDiscovery Use Cases
Litigation Response
Collect support tickets and customer communications tied to legal matters.
Regulatory Compliance
Archive ticketing data to meet regulatory retention and audit requirements.
Customer Dispute Analysis
Review support interactions and attachments to resolve disputes and claims.
Internal Investigations
Analyze customer interactions and support workflows linked to employee activity.
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Onna + Zendesk Connector FAQs
The Onna Zendesk Connector allows organizations to collect ticketing data, attachments, and metadata for eDiscovery, compliance, and investigations.
Tickets, attachments, ticket metadata, labels, tags, and organizational data.
Yes. Teams can include deleted and suspended tickets in collections during configuration.
Yes. The connector supports auto-sync and continuous archive modes.
Legal, compliance, eDiscovery, and IT teams at enterprise organizations.
Yes. The connector captures detailed ticket-level metadata, including ownership, status, and workflow attributes.
Yes. Onna maintains audit logs and preserves data integrity throughout the collection process.
Start Collecting Zendesk Data for eDiscovery
Connect Zendesk in minutes and start collecting ticketing data, attachments, and support interactions across your organization. Accelerate investigations, reduce manual workflows, and maintain defensible collections for every matter.