Docs / Connecting Zendesk

Connecting Zendesk

Admin-enabled API tokens, and three Zendesk-specific limits worth knowing before you edit a ticket.

Set up

  1. In Zendesk: an admin enables API access at Admin Center → Apps and integrations → APIs → Zendesk API → Token access.
  2. Generate a token: Admin Center → Apps and integrations → APIs → API tokens → Add API token.
  3. In Z3NTRA: Systems → Connect a system → Zendesk.
    • Subdomain — the part in yourcompany.zendesk.com.
    • Email and API token from steps 1–2.

What gets pulled in

Tickets currently assigned to you.

What write-back changes — and three things it can't

Description isn't editable A Zendesk ticket's description is its first comment, which the API treats as read-only. Editing the description in Z3NTRA adds it as a private note on the ticket instead of overwriting anything.
Due dates only exist on ticket type "Task" Regular tickets (incidents, problems, questions) have no due-date field. Editing the deadline on one of those saves in Z3NTRA only, and the UI says so.
Closed tickets are terminal Zendesk won't let the API reopen a closed ticket, so a status change on one also saves in Z3NTRA only rather than failing silently.
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