Question

Is it possible to reach the API rate limit when I update tickets in the user interface?

Answer

Yes. Ticket updates made through the Zendesk user interface can be subject to endpoint and record-level rate limits.

Although these requests don't count toward your account's general API rate limit, Ticket and User record requests are subject to additional limits. This includes requests made through API v2 and GraphQL. GraphQL requests that access Ticket or User records now count toward record-level rate-limit enforcement.

You may be throttled when requests exceed the applicable limit for a Ticket or User record. These limits are separate from the general account-level API limit and are designed to protect individual records from unusually high request volumes.

If your integration is being rate-limited, reduce the request frequency, avoid repeatedly requesting the same records, and implement retry handling with backoff.

For more information, see this article: Rate limits.