Issues & support
Set up Zendesk (support)
Connect Zendesk to make your support tickets searchable — each becomes a document with the full comment thread, tied to the organization, requester and assignee, so a customer's support history sits alongside everything else known about them. Read-only.
Before you start
- The credential is an API token: in Zendesk open Admin Center → Apps and integrations → APIs → Zendesk API, make sure token access is enabled, then Add API token — copy it immediately, it is shown once.
- It pairs with the email of the agent it reads as — a lightweight agent account kept for integrations is a clean choice. Only reads are ever issued.
- Documents → Zendesk, enter the subdomain (the name in name.zendesk.com), the agent email and the token.
- Set "History to sync (days)" and whether internal notes are included under Advanced, choose access groups, Test, then Sync.
What comes in
- Each ticket becomes a document: status, priority, organization, requester, assignee and the full comment thread, public replies and internal notes both, labelled as internal where they are.
- Archived tickets are included — Zendesk archives tickets 120 days after they close — so the whole support history stays searchable.
| History to sync (days) | Optional (Advanced) — how far back to read tickets. Blank = 365. |
|---|---|
| Internal notes | Include (default) or Leave out — whether agents-only notes appear in a ticket's document. |
Access
Zendesk exposes no per-ticket sharing to mirror, so the access groups chosen on this source apply to every ticket. Access stays allow-only.
The export that lists tickets is throttled to about 10 requests a minute, so steady-state syncs cost nothing extra once a ticket's thread is already in — only new or changed tickets are re-read. The sync keeps the 5,000 most recently updated tickets in the lookback window; older ones already synced stay searchable.
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Last updated 20 Sep 2026