Best practices for avoiding rate limiting

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25 Comments

  • Lawrence Nuanez
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    What is the reasoning behind this? If your customers are using your product and paying for it, why limit how active they can be? I asked for 1 CSV report and could not ask for a second. I was greeted with 'Your CSV file request frequency limit has been exceeded. Try again later.' I have a limit of 1?

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  • Laura Desmond-Black
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    Hi Lawrence, 

    I know you already have a ticket about this and that one of our Support team members let you know the rate limit for CSV exports on views is 10 minutes. The rate limits discussed in this article are related to the API and are a bit different than the rate limit for CSV view exports. That said, other customers have brought up the issue of limits on CSV view exports - from what I know this limit is in place to help prevent requests for very large views or many small requests submitted at the same time from impacting the system's ability to generate CSVs for everyone. That's not an in-depth explanation I know; generally I would say the Product and Engineering teams analyze any limits they put in place very closely. We do appreciate the feedback though, I'll pass it along.  

     

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  • mayama takeshi
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    Hello, is the limit controlled by subdomain or by origin IP address? I am asking because I am planning to develop a system to make API requests on behalf of different zendesk subdomains. So the API requests would originate from the same IP address and I would like to know if I should expect problems with this.

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  • Sean Kinney
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    **@Mayama:** The rate limits are on a subdomain basis not based on IP address.

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  • Paymon Yau
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    Do you get rate limited when importing data? Can we request the rate is lifted while we are importing?

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  • Sean Kinney
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    **@Paymon:** We do still apply rate limits even when using the import endpoints. Fortunately, our Support team can temporarily increase your rate limit if you need to do a large import. When you're ready to do an import, just reach out to support@zendesk.com and they can increase your rate limit temporarily.

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  • Mihai
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    Does the rate of 200 rpm also apply to the Sandbox instance of main Zendesk instance?

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  • Maxime
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    Yes Mihai, it does.

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  • Charles Wood
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    Hi, where does the "Plus" plan fit into this?

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  • Charles Wood
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    Never mind, I found this article:


    https://support.zendesk.com/hc/en-us/articles/209285358-FAQs-on-Plan-Changes-Introduced-in-November-2015


    Which states that "Plus" is the new name for "Professional" plans.  Can this article be updated to use the new names?


    Thanks!

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  • Anders Kreinøe
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    Why is it that this article claims that batching will not reduce the amount of API calls, while this article: https://developer.zendesk.com/blog/from-100-requests-to-1-introducing-our-new-bulk-and-batch-apis claims that the new bulk/batch calls were introduced, with the purpose of reducing the amount of api calls?

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  • Dwight Bussman
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    Hi Anders,


    Thant seems odd to me as well. Let me bring this to the attention of our documentation team. I suspect it should be changed, given that this article was written in 2013. I believe the bulk calls you mention came about in 2015, so it's likely just out of date.


    Thanks for bringing this to our attention.

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  • David Birchmier
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    @Dwight - I can't seem to find the API Dashboard you mentioned: https://support.zendesk.com/hc/en-us/community/posts/210357487-What-is-the-API-Dashboard-


     


    Can you direct me to the new location for the beta / where to access this? It sounds extremely useful! 


     


    Thanks so much for your help. :)

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  • Dwight Bussman
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    Hi David,


    It's actually gone into broad release, so you should be able to access it via: 


    https://SUBDOMAIN.zendesk.com/agent/admin/api/activity  (replacing SUBDOMAIN with your account's subdomain)


    Note: you may need to read & accept our terms of service before you're able to visit that page.


    Please feel free to reach out to support@zendesk.com if you're not able to access it there


    Thanks!

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  • Charles Nadeau
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    More info about the API dashboard and the Activity page:


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  • Luke Kahovec
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    Hello, 


    Can you provide some clarity around why null errors would be sent if additional requests are made after the initial 429 error? Why wouldn't more 429 errors be sent? "If your script ignores the error and keeps trying to make requests, you might start getting null errors. At that point the error information won't be useful in diagnosing the problem."


    Is there any way to determine if it is an endpoint-specific limit or account limit being hit?


    For the 'Update Ticket' endpoint is the following rate limit per user, ticket, or account? 










    "Update Ticket PUT /api/v2/tickets/{id}.json 30 per 10 mins"


    Any insight you can provide is appreciated! Thank you. 


    -Luke

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  • Ted Cox
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    Under Reducing the number of API requests, it looks like the sideloading article URL needs to be updated to this:


    https://help.zendesk.com/hc/en-us/articles/229489048-Sideloading-related-records


     

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  • Dwight Bussman
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    Thanks for the heads-up, Ted! I'll pass that along to our Documentation folks.

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  • Charles Nadeau
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    @Ted, the link to the sideloading article is working now. Thanks.

     

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  • Darren Taylor
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    We're trying to add the "Help" knowledge base widget to our website but always see  429 too many requests. Could that be due to this?

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  • Bryan Flynn
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    Hi Darren. Just adding the web widget would typically not put you over the top of your API limits. I would also check for other integrations or apps that might be calling Zendesk APIs and look there.

    If there's another script or web app that's making API calls, it could be putting you over your limit. If that's the case, then following the practices of this article may help.

    If it's still not clear what may be putting you over your limit, then sending in a ticket to support@zendesk.com can get you more help specific to your environment. Hope this helps!

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  • Jiri Fait
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    Hi,

    I was just wondering how much is the add on. Could you please share the price with me?

    Thanks

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  • Dwight Bussman
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    Hi Jiri

    I've reached out to your account manager and they should be contacting you shortly regarding pricing for this add-on.

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  • Tri Ardini
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    Hi guys, I get same problem when showing web widget. The window chat cannot pop up when i clicked the web widget (I use custom widget), and i get error like this

    POST https://rollbar-us.zendesk.com/api/1/item/ 403 (Forbidden)
    POST https://rollbar-us.zendesk.com/api/1/item/ 429 (Too Many Requests)
    Uncaught TypeError: zE.activate is not a function at HTMLDivElement.onclick

    I dont use rollbar-us (and I dont know what is it), can you help me?
    thanks

    Tri

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  • Bryan Flynn
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    Hello Tri. It's been a few weeks since your post. Are you still seeing these errors? Is this a new configuration? Or an older one that this just started happening in? If you are still running into issues I would open a ticket with support@zendesk.com, so this can be looked at more closely.

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