Skip to main content

Celonis Product Documentation

Zendesk Connection


Any references to third-party products or services do not constitute Celonis Product Documentation nor do they create any contractual obligations. This material is for informational purposes only and is subject to change without notice.

Celonis does not warrant the availability, accuracy, reliability, completeness, or usefulness of any information regarding the subject of third-party services or systems.

Limited Availability

This extractor is currently in limited availability mode and can be added to your Celonis Platform environment by request only.

To request access to this extractor, please create a support ticket on Celopeers.

Step 1: Configure a new API token with sufficient permissions

API tokens can be used as part of 2-factor authentication for integrations. You can view, add, delete, and manage API tokens in the Zendesk Admin interface.

In order to generate an API token, you must be an administrator, and Token Access must be enabled.

To generate an API token

  1. Click the Admin icon (


    ) in the sidebar, then select Channels > API.

  2. Click the Settings tab, and make sure Token Access is enabled.

  3. Click the + button to the right of Active API Tokens.

  4. Optionally, enter a description under API Token Description. The token is generated, and displayed for you:

  5. Copy the token, and paste it somewhere secure. Once you close this window, the full token will never be displayed again.

  6. Click Save to return to the API page. A truncated version of the token is displayed:

Step 2: Allowlist Celonis Platform IP addresses


Follow this step only if your system is IP-blocked.

If your system is only reachable within a certain IP range, you need to allowlist the outbound IPs of the Celonis Platform, otherwise data cannot be extracted. The IPs of the Celonis Platform are different depending on the cluster (eu-1 or us-1). For the list of clusters and their IP addresses, see Allowlisting domain names and IP addresses.

Step 3: Create a Data Connection in a Data Pool
  1. Enter the name of the new Zendesk Data Connection.

  2. Choose between Direct or Uplinked. Direct for extracting data from cloud platforms and Uplinked for local systems that run within your organization (on-premises). In this case only Direct applies.

  3. Enter your username. This username is a combination of your administrator login to Zendesk and the authentication method, e.g. if your Zendesk login is and you created an API token with this user, the username will be

  4. Enter the API token you have created (see Step 1)

  5. Insert the realm of your Zendesk instance. The general naming convention follows: https://[companyName]

  6. The maximum number of parallel extractions that the data connection allows.

Data Extraction
Data Access

The Celonis Extractor performs read-only operations on your Zendesk data. No writing changes (like updates, deletions) will be performed at any time during the extraction process.

Source System Impact

The Celonis Extractor is bound to the API call limits applied by Zendesk, guarding the system from any performance issues. That means that each extraction is limited to 1,000 entries per table.


Transfer of the data from the Zendesk system to the target system is secured through HTTPS, which allows for an encrypted exchange of information.

Used API

The Celonis Extractor uses the Support REST API of Zendesk (Link).