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Integrating Zendesk

To help you integrate Zendesk with Thankful, we’ve written step-by-step instructions.

Note: Due to limitations placed by Zendesk, you must have a Team, Professional, or Enterprise Zendesk account to perform this integration.

  1. Go to Integrations and click “Add or Remove Integrations.”

  2. Click “+ Add Channel” and select Zendesk, then hit the blue “Add Channel” button. Take note of the generated Request URL, which we’ll need soon.

  3. In your Zendesk admin dashboard, navigate to API on the left-hand sidebar. Enable Token Access, then generate a new token. Copy and paste that generated token into Thankful on the Channels page in the appropriate field. Also fill in the Subdomain and Email fields with the appropriate values from your Zendesk admin account. This fields give Thankful API access to interact with customer tickets.

  4. Now that Thankful has API access into your Zendesk account, we’ll need to have Zendesk notify Thankful every time a ticket changes. To do that, we’ll navigate in the Zendesk admin dashboard to “Extensions” on the left sidebar, then click “Add Target.”

  5. Find and click “HTTP Target” from the options.

  6. In the form that appears, fill out the URL with the Request URL Thankful gave you on the Channels page earlier. Set the Method to POST, and ensure JSON is selected. Before submitting, ensure that “Create Target” is selected and you’ve named the trigger with a descriptive title, like “Thankful.” Basic Authentication should not be checked. Click submit.

  7. We’ve added Thankful as a target, but we still need to add triggers that tell Zendesk when to ping Thankful. Navigate to Triggers on the left sidebar of the Zendesk admin dashboard, then click “Add trigger.”

  8. Name the trigger anything you’d like, such as “Notify Thankful of Ticket Change,” then add the following conditions to the all conditions section:

Also add the following conditions to the any section:

In the “Perform these actions” section, select “Notifications: Notify target” and ensure your Thankful target from earlier is selected.

In the JSON body, ensure it has the following content written exactly as it appears here. Any stray characters will prevent this from working.

{
    "id": {{ticket.id}},
    "comment": "{{ticket.latest_comment_formatted}}"
}

Then click “Create trigger.” Congratulations, you’ve integrated Zendesk!