Change to Zendesk rate limiting behavior

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10 Comments

  • Ryan Nguyen
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    Just to confirm, what is the HTTP code upon receiving the JSON response above? Is it still 429 or is it 200?

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  • David Huttleston
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    We're changing how the HTTP 429 response is delivered during an excessive burst, but it still remains a HTTP 429. Thanks for the good question, Ryan!

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  • Federico Jakimowicz
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    does the response body still be a json?

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  • Bryan - Community Manager
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    Hi Fedej -- yes, the response is JSON. If there's more info needed, please give more details. Have a great day!

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  • Daniel Ertman
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    @bryan I recently received a 429, and the response was the plain text "Number of allowed API requests per minute exceeded" (without the quotes) - not a JSON body at all. Any idea why that would be?

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  • Joey
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    Fedej-

    Is this at all replicable? Do you have the request/response data from when this occurred? We will not have captured the JSON, only the HTTP status code.
    In what way did this affect your application?

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  • Daniel Ertman
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    Joseph,

    Yes, we're able to reproduce it always in our Sandbox account. The response body is never JSON in our testing.

    It affects us mostly in that our client code uses Jackson - a JSON parsing library for Java - and when the response is plaintext, Jackson blows up. So, we have reworked our client code to check the response code first and the response body second.  Mostly it just significantly disagrees with the doc you guys have posted.

    Dan

     

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  • Joey
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    Hi Daniel-

    Would you please submit a ticket to us with request/response details for further investigation? Thanks for any and all help getting to the bottom of this.

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  • Andre Ribeiro Queiroz
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    In our Zendesk instance, we have some triggers that send a request to Zendesk itself in order to create another ticket and other things like that.

    Does Zendesk retry after X seconds or will that request be lost forever?

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  • Bryan - Community Manager
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    Hi Andre Ribeiro Queiroz -- that request will essentially be lost. Targets are only called on trigger conditions when a ticket is updated. If the target fails, there is no retry logic for that trigger event (unless the failure was related to a timeout).

    It's not terribly obvious, but there is some documentation that mentions "Triggers and automation actions can send requests to third-party services but cannot take action based on the HTTP responses."

    There are ways to monitor and look for failures described here: Debugging a webhook

    Hope this at least sets an expectation of behavior.

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