Zendesk
Overview
The Zendesk Integration enables seamless connectivity between your platform and Zendesk to synchronize and manage customer support, CRM data, and content workflows. By integrating Zendesk, organizations can centralize ticketing operations, improve response efficiency, and maintain a unified view of customer interactions across multiple capabilities including Helpdesk, CRM, and Content Management.
Prerequisites
Ensure the following requirements are fulfilled before initiating the integration:
An active Zendesk Admin account with appropriate permissions.
Valid Zendesk domain URL and login credentials.
Access to the TheLoops platform with Admin role privileges.
Capability-Specific Notes
Helpdesk Capability: Requires complete configuration including domain, “Pull Record By” selection, and all mandatory fields.
CRM Capability: Configuration is identical to Helpdesk.
The only difference is selecting CRM as the capability in the Basic tab.
Content Management Capability: Requires minimal configuration.
Only the Zendesk Domain field is required.
Select Content Management as the capability in the Basic tab.
Best practices
Leverage Browser Session Authentication: If you are already logged into Zendesk in the same browser, authentication may be completed automatically without re-entering credentials due to session caching.
Ensure Proper Domain Format: Always enter the Zendesk domain in the correct format (core domain only) to avoid connection failures.
Use Appropriate Permissions: Ensure the Zendesk account has sufficient access rights for the selected capability.
Select Correct Data Sync Option: For Helpdesk and CRM, choose between Created Time or Updated Time based on your synchronization needs.
Validate Integration Post-Setup: Always perform a Test Connection to confirm successful configuration.
Proactive Token Management: Monitor token expiration and refresh it proactively to prevent disruptions.
Maintain Security Compliance: Protect credentials and follow organizational security policies at all times.
Setup instructions
Access integration module
Log in to TheLoops platform using an Admin account.
Navigate to Settings → Integrations module.
Click on the “+ Add Integration” button to view available integrations.
Search for Zendesk and open the integration setup.
Basic configuration
In the Basic tab, enter a suitable name for the integration.
Select the required Capability based on your use case:
Helpdesk
CRM
Content Management
Click Next to proceed.
Authentication & configuration
Common Configuration (Helpdesk & CRM):
In the Zendesk Domain field, enter your domain in the required format:
Remove prefixes (e.g.,
https://) and suffixes (e.g.,.zendesk.com).Provide only the core domain name.
Select the appropriate option from “Pull Record By”:
Created Time
Updated Time
Fill in all mandatory fields.
Content Management Configuration:
Select Content Management as the capability in the Basic tab.
In the Authentication section, only the Zendesk Domain field is required (as per the specified format).
For Content management capability:
Select the preferred Environment.
Enter your Salesforce domain URL.
(Note: Only these two fields are required for this capability.)
Connection & authorization
Click on the Connect button.
An authentication window will appear.
Enter your Zendesk credentials and click Sign in.
Complete the Two-Factor Authentication (2FA) process:
Enter the verification code received on your registered email.
Click Verify.
An access permission window will appear.
Click on Allow to grant required permissions.
Validation & verification
Upon successful authentication:
The integration will be added successfully.
A confirmation message will be displayed.
Navigate back to the Integrations tab and verify that the newly added integration appears at the top of the list.
Click on the Test Connection icon (next to the delete option):
A success message confirms that the integration is configured correctly.
Webhook Setup (Zendesk)
Overview
Webhooks in Zendesk enable real-time event synchronization between Zendesk and the platform. They ensure that ticket creation and updates are instantly reflected without relying solely on scheduled data pulls. The platform automatically creates the required webhook via backend APIs during integration setup. However, manual verification is recommended to ensure correct configuration.
Verification
Log in to your Zendesk domain using Admin credentials.
Navigate to the Admin Center from the left-side panel.
In the Search Admin Center search box, search for “Webhooks” and open the Webhooks section.
Locate the webhook created with your integration instance ID.
Click on the three dots (options menu) corresponding to the webhook and select View Details.
Navigate to the Event Subscriptions section and verify that the following events are configured:
Ticket Created
Ticket Updated
Successful verification confirms that the webhook is properly configured for real-time synchronization of ticket events.
Token Management (OAuth Integration)
Overview
For OAuth-based integrations, access tokens are time-bound and expire after a defined duration. Once expired, the Test Connection will fail, indicating that re-authentication is required. TheLoops system provides a mechanism to regenerate the token without reconfiguring the integration.
Token regeneration
Navigate to the Integrations module.
Click the Test Connection icon; if it fails, it indicates that the token has expired.
Click on the Edit icon (beside the delete icon) for the integration requiring token refresh.
Go to the Authentication tab.
Click on the “Re-generate Token” button.
The authentication window (same as initial setup) will appear.
Enter your Zendesk credentials and complete sign in (including 2FA if prompted).
Upon successful authentication:
The token will be refreshed.
A success message will be displayed.
Return to the Integrations list and click on Test Connection.
A successful response confirms that the token has been refreshed correctly.
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