# Common Issues

## Connection issues

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<summary>Authentication fails when I enter my API token</summary>

Zendesk Talk uses a combined credential format. Make sure you're entering your **email address** (not just your username) and the **API token** (not your account password). In Zendesk, API tokens are found under **Admin Center → Apps and integrations → Zendesk API → API tokens**. Also confirm that API access is enabled on that same page — it can be toggled off.

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<summary>My subdomain isn't being accepted</summary>

Enter only the subdomain portion — for example, if your Zendesk URL is `acme.zendesk.com`, enter `acme`. Do not include `https://`, `.zendesk.com`, or any trailing slashes.

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## Missing data

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<summary>Calls or Call legs return no data</summary>

Both entities require a **start date**. If no start date is set, the export may return empty results. Use the date picker to set a start date that covers the period you need. Also confirm that calls were actually made in that period — if the account was newly set up, there may be no records yet.

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<summary>Current queue activities or Agents overviews show unexpected zeros</summary>

These entities reflect the **real-time state** at the moment the data flow runs. If you run the data flow outside business hours or when no agents are online, values like `calls_waiting` or `agents_on_call` will legitimately be zero. Schedule runs during active hours if you need meaningful snapshots.

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<summary>IVR menus or IVR routes return no rows</summary>

These entities only return data if IVRs are configured in your Zendesk Talk account. If your account uses simple line routing without IVRs, these entities will be empty.

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## Permission errors

<details>

<summary>I get a 403 Forbidden error</summary>

The agent account whose credentials you're using may not have sufficient permissions. Zendesk Talk API access typically requires an **Administrator** role. Ask your Zendesk admin to either grant admin rights to your account or generate a dedicated API token using an admin account.

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<details>

<summary>Call recordings are missing from the Calls entity</summary>

The `recording_url` field only appears if call recording is enabled for your Zendesk Talk plan and the specific line. Additionally, access to recordings may be restricted by role — agents may see their own recordings, but not others'. Confirm recording settings under **Admin Center → Channels → Talk**.

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## Data discrepancies

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<summary>Call counts in Coupler.io don't match the Zendesk Talk dashboard</summary>

Zendesk Talk dashboards often apply their own date/time filters and may use the account's local timezone. Coupler.io exports timestamps in UTC. Check that you're comparing the same time window accounting for timezone differences. Also note that Zendesk Talk may count abandoned calls differently depending on the dashboard view.

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## Rate limits

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<summary>The data flow fails with a rate limit error</summary>

Zendesk's API enforces rate limits that vary by plan (typically 700 requests per minute for most plans). Exporting very large date ranges for **Calls** or **Call legs** in a single run can trigger these limits. Narrow your start date to a shorter window and run multiple data flows for different periods if needed.

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