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Connect Zendesk

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Connecting Zendesk lets your Modules find and read your support tickets and help you answer them. You paste three details from Zendesk, and Raileon keeps them encrypted.

What your Modules can do

  • Search your tickets by status, by customer email, or by words in the ticket.
  • Read a ticket and its whole conversation.
  • Add an internal note that only your team can see.
  • Reply to the customer on a ticket. Zendesk emails the reply to them.
  • Change a ticket's status to open, pending, on hold, or solved.

Reading tickets never needs approval. Notes, replies, and status changes are held until you approve them, because a reply is an email to your customer. Your Modules treat what customers write in tickets as information only, never as instructions.

Before you start

You need a Zendesk account where you can open the Admin Center, and the email address you sign in to Zendesk with. Changes are made as that person, so you may want to use a dedicated team login.

Find your details in Zendesk

  1. Subdomain. This is the first part of your Zendesk address. If you sign in at acme.zendesk.com, your subdomain is acme.
  2. Sign-in email. The email you use to sign in to Zendesk.
  3. API token. In Zendesk, open Admin Center, then Apps and integrations, then APIs, then Zendesk API. On the Settings tab, turn on Token access, select Add API token, and copy the token. Zendesk shows it only once.

Connect Zendesk

  1. Open Apps

    In your dashboard, go to Apps in the left sidebar and select Connect on the Zendesk card.

  2. Paste your details

    Enter your subdomain, your sign-in email, and the API token.

  3. Test and save

    Select Test connection. When it passes, save. The Zendesk card then shows Connected.

Disconnect Zendesk

Open Apps, find the Zendesk card, and select Disconnect. To be thorough, also delete the API token in Zendesk under the same Zendesk API settings.