Zendesk Integration
Triage, draft, and resolve support tickets — search and read tickets, create tickets, comment, and update status (writes require approval).
Capabilities
This integration enables workers to:
- List and search tickets
- Read a single ticket
- Create tickets (approval-gated)
- Add public or internal comments (approval-gated)
- Update ticket status and priority (approval-gated)
Setup
Follow these steps to connect Zendesk:
- Enable token access in Zendesk (Admin Center → Apps and integrations → APIs → Zendesk API)
- Create an API token and copy it
- Navigate to Integrations and click 'Add Connection'
- Select Zendesk and connect with your subdomain, agent email, and API token
- Assign your support/operations workers to use it
Official links
Security
- The API token is encrypted at rest (AES-256-GCM)
- Use a dedicated agent account scoped to least privilege
- Ticket creation, comments, and status changes require human approval
Credential Storage
All integration credentials are encrypted at rest using AES-256-GCM encryption. OAuth tokens are automatically refreshed when needed.
Supported Roles
The following roles can use this integration by default: