Accessing requester IP addresses via the Zendesk API? | Community
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Accessing requester IP addresses via the Zendesk API?

  • December 16, 2025
  • 1 reply
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Mimi11

I’m trying to figure out whether there is a way to access requester IP addresses via the Zendesk API, and if so, where that is documented.

 

I’m not a developer, so apologies in advance if my terminology is a bit off. The context is that we are dealing with abuse of our 100% happiness guarantee. We are seeing repeat refund attempts coming in through Zendesk email tickets using different names and email addresses, but one thing often stays the same: the requester IP address.

 

Right now, the only place I can see the IP address is by opening each ticket and digging into the ticket events. That process is extremely manual and not scalable. Ideally, I would like to use the API to:

  • Pull requester IP addresses programmatically
  • Run historical searches against known scammer IPs
  • Potentially integrate this data with other tools or workflows

If requester IPs are accessible via the API, could someone point me to the relevant documentation or field name?

 

Related question for anyone with security experience: we have seen a small number of cases where seemingly legitimate tickets came from the same IP address as a confirmed scammer. Does Zendesk reliably capture requester IPs, or are there common scenarios where many unrelated users might share an IP address, such as mobile carriers, shared networks, or VPNs?

 

Any guidance, documentation links, or best practices would be greatly appreciated.

 

Thanks in advance.

    1 reply

    Greg29
    • Greg29
    • December 17, 2025

    Hi Mimi!

     

    I'm not aware of any way to capture IP address via an API endpoint, however it isn't a reliable way to combat this type of behavior anyway. Once the person/people notices that their requests are not getting through, they'll simply change their IP address. Additionally, as you asked in your follow-up questions, IP addresses can't be tied to a specific user for a wide variety of reasons that I honestly only understand at a fairly basic level, mostly having to do with VPNs and proxies. Someone with a more in-depth understanding of this could give a much better answer but it will be the same outcome…it just isn't reliable. 

     

    I wish I had a better answer, as this is obviously incredibly frustrating and time-consuming. The two things that I would recommend doing are reviewing the articles listed here to see what you can do to mitigate this abusive behavior and also reaching out to security@zendesk.com directly. They may be able to offer you other ideas to assist you.

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