Hitting a limit pulling Zendesk tickets

Infos:

  • Used Zammad version: 6.5
  • Used Zammad installation type: Docker-compose
  • Operating system: Ubuntu 24.04

We’ve been trying to download our Zendesk tickets which consists of around 250,000 tickets, but we seem to be hitting a limit of 19,000 tickets. I have tried running the job via the console and via the GUI but both seem to hit 19k exactly and stop.

I can’t see any logs for it anywhere either to tell me why, I’ve checked production.log and docker logs for railsserver and scheduler.

Any advice/help would be appreciated!

Anyone have any advice? Still hitting this limit, doesn’t seem to be a Zendesk limit. Logs still show nothing.

If I’d had to guess, you’re not hitting " a limit ", but the worker process dies for whatever reason.

Yes, you should check the production logs in more details about any informations. Normally, this amount of tickets should run without problems.

You could also check some API calls directly.

production.log in /opt/zammad/log/production.log is basically empty and only has this from when it was first setup

I, [2025-04-02T06:18:19.208391#11451-7460]  INFO -- : Using Zammad's file store as Rails cache store.
I, [2025-04-02T06:18:19.208681#11451-7460]  INFO -- : Using the File back end for Zammad's web socket session store.
W, [2025-04-02T06:18:19.521350#11451-7460]  WARN -- : Database doesn't exist. Skipping allowed_request_origins configuration.

If I look at the docker logs for railsserver as well they don’t shed any light on the import.

I assume I’m missing something obvious here though.

Is /var/log/zammad/production.log not the default for docker installs too?