Zendesk Connector

The Zendesk Support Connector allows seamless synchronization and integration between Zendesk and other systems using SyncNow. This connector supports synchronizing tickets and comments while providing flexible configurations to meet various requirements.

Configuration Fields

When setting up the Zendesk Support Connector, you will need to provide the following configuration details:

1. Zendesk Instance URL

   • This is the URL of your Zendesk instance, typically in the format: https://<subdomain>.zendesk.com.
   • Example: https://mycompany.zendesk.com.

2. Username

   • Enter the username associated with your Zendesk account. This should have sufficient permissions to access the Zendesk API for the intended operations.

3. Token

   • Zendesk provides API tokens for secure authentication. You can generate an API token in your Zendesk admin settings under API & Channels > API > Add API Token.
   • Use the generated token instead of your password for secure integration.

Connector Setup Steps

1. Add a New Connector
   In the SyncNow interface, navigate to the Connectors section and click Add Connector. Select Zendesk Support from the list of available connector types.

2. Provide Configuration Details

   • Enter your Zendesk Instance URL. Ensure it starts with https:// and includes your Zendesk subdomain.
   • Provide your Username and the generated Token for authentication.

3. Test Connection

   • Click the Test Connection button to verify that the connector can successfully authenticate and communicate with your Zendesk instance.
   • If the test fails, ensure that the URL, username, and token are correct, and verify that API access is enabled in your Zendesk settings.

4. Save Configuration
   Once the connection test succeeds, click Save to finalize the connector setup. You can now proceed to define sync processes and entity mappings.

Supported Entities

The Zendesk Support Connector supports the following entities for synchronization:

• Tickets: Sync ticket details, including status, priority, and assignee.
• Comments: Synchronize internal and public ticket comments.

Advanced Configuration

The connector allows advanced options, including:

• Field-level filtering and transformations during the sync process.
• Support for mapping custom fields.

Best Practices

• Use a dedicated Zendesk API user for integration to avoid interruptions from regular user account changes.
• Periodically review and update API tokens to align with your organization’s security policies.
• Enable incremental synchronization to minimize load and improve performance when syncing large datasets.

Webhooks Security Configuration

• Authentication Method: Choose how to authenticate webhooks with SyncNow:
• Anonymous: No authentication required.
• IP Address/Range: Restrict access to specific IP addresses or ranges.
• SyncNow Username/Token: Use SyncNow credentials for authentication.

Supported fields

Here’s the list of supported fields in a table format:

Field	Description	Direction
Subject	The title or subject of the ticket	Bidirectional
Description	The detailed description of the ticket	Bidirectional
Status	The status of the ticket (e.g., Open, Pending, Solved)	Bidirectional
Priority	The priority level of the ticket	Bidirectional
Tags	Tags associated with the ticket	Bidirectional
Requester	The person who requested the ticket	Bidirectional
Assignee	The assigned agent for the ticket	Bidirectional
Custom Fields	User-defined fields for specific data	Bidirectional
Comments	Ticket comments, including rich text and images	Bidirectional
Attachments (in comments)	Files or images attached within ticket comments	One-way (from Zendesk)

Known Limitation

Attachment Synchronization: SyncNow supports synchronizing comments, including images, rich text, and other content. However, it does not support synchronizing attachments from another system to Zendesk if the attachments are not part of a comment.