Question 1

Which Zendesk objects can MySQL write to?

Accepted Answer

Users, organizations, tickets and Zendesk custom objects. Delete mode exists for users and organizations only, which is a sensible restriction given how rarely anybody wants a scheduled sync deleting support tickets.

Question 2

What identifies an existing Zendesk record?

Accepted Answer

Users match on Zendesk ID, email or external ID. Organizations on Zendesk ID or external ID. Custom objects on Zendesk record ID or external ID. Tickets are the exception worth remembering: updates match only on the Zendesk ticket ID, and create mode always creates a new ticket rather than searching for one.

Question 3

Can the sync set custom ticket and user fields?

Accepted Answer

Their values, yes, for both custom ticket fields and custom user fields. The definitions themselves have to exist already, so build the field in Zendesk first and then map to it. The sync will not create or alter a field definition for you.

Question 4

What happens when Zendesk rejects a row?

Accepted Answer

A rejected row is skipped, counted as an error and written to the record logs with its identity and the Zendesk error detail, while the rest of the batch continues. Rejected rows are not retried automatically, so the pattern is fix and rerun. A request or job level failure is a different case and can fail the batch.

Question 5

What should the model look like?

Accepted Answer

One row per user or organization with the context already computed. In practice that means a MySQL query joining accounts to subscriptions and recent activity, rather than syncing raw tables across. An agent needs a plan tier and a renewal date on the record in front of them, not the six rows those values were derived from.

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