Okta Workflows - Third Party Zendesk "Incremental" APIs Deprecation
Last Updated:
Overview
Zendesk is removing third-party access to its Incremental APIs, causing Okta Workflows using the Zendesk Custom API Action card with an /incremental/ path to fail and return an error. Administrators must replace the deprecated Incremental APIs with Zendesk-recommended alternatives to restore functionality. This change does not affect any of the out-of-the-box Zendesk connector cards.
Applies To
- Zendesk - Custom API Action using /incremental/ APIs
- Okta Workflows
- Okta Identity Engine (OIE)
- Okta Classic Engine
Cause
The Zendesk Custom API Action card allows administrators to call any Zendesk endpoint. A flow that passes an API path containing /incremental/ as the card's Relative URL will return a Zendesk error once the deprecation rollout reaches the connected Zendesk account, causing the card to fail.
This deprecation would not affect any endpoints that are not referenced in the Zendesk documentation.
Solution
How is the Zendesk Incremental API deprecation resolved?
Update the affected Okta Workflows by removing the deprecated Incremental API paths from the Zendesk Custom API Action cards and implementing the Zendesk-recommended alternative endpoints.
- Open the affected Okta Workflow.
- Locate the Zendesk Custom API Action card.
- Remove the
/incremental/API path from the Relative URL field. - Enter the alternative API path recommended in the Zendesk Incremental API Deprecation Announcement.
- Save and test the flow.
What are the suggested alternatives for the restricted Zendesk endpoints?
Review the restricted Zendesk endpoints and Zendesk's suggested alternatives:
|
Restricted endpoint |
Zendesk's suggested alternative |
|---|---|
|
/api/v2/incremental/tickets and /tickets/cursor |
/api/v2/tickets |
|
/api/v2/incremental/ticket_events |
/api/v2/ticket_audits |
|
/api/v2/incremental/ticket_metric_events (and /count) |
/api/v2/tickets?include=metric_events |
|
/api/v2/incremental/users (and /cursor, /sample) |
/api/v2/users |
|
/api/v2/incremental/organizations |
/api/v2/organizations |
|
/api/v2/incremental/custom_objects |
/api/v2/custom_objects |
|
/api/v2/incremental/chats, /api/v2/chat/incremental/chats |
/api/v2/chat/chats |
|
/api/v2/help_center/incremental/articles |
/api/v2/help_center/articles |
|
/api/v2/incremental/routing/* |
Skills-based Routing APIs |
|
/api/v2/channels/voice/stats/incremental/calls and /legs |
No replacement |
