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Zendesk integration setup guide

This document outlines the required Zendesk configuration steps to enable integration with Support Fusion. Complete these steps in your Zendesk instance before configuring the connection in Support Fusion.

Prerequisites

  • Zendesk instance administrator access

  • Knowledge of Zendesk user management and permissions

  • Understanding of Zendesk group assignments and ticket access controls

Step 1: Enable API Token Access

Before creating an API user, you must enable API token access at the account level.

1.1 Enable API Token Access

  1. Navigate to Admin Center in Zendesk (click the four squares icon in the sidebar)

  2. Go to Apps and integrations > APIs > Zendesk API

  3. Click the Settings tab

  4. Under Token Access, ensure the toggle for Token access is enabled

  5. Click Save if you made any changes

Note: This setting must be enabled for API tokens to function. Without this, authentication will fail even with valid credentials.

Step 2: Create API Integration User

This dedicated staff member account will be used by Support Fusion to authenticate with your Zendesk instance and perform all integration activities. Any actions performed through the integration (such as creating, updating, or commenting on tickets) will appear in Zendesk audit logs and activity feeds as being performed by this user.

2.1 Create New Staff Member

  1. Navigate to Admin Center > People > Team > Team members in Zendesk

  2. Click Add team member

  3. Fill in the required fields:

    • Email: Use a monitored email address (e.g., [email protected])

    • Name: Support Fusion Integration

    • Role: Select Staff (Agent-level access is sufficient)

  4. Click Add to create the staff member

  5. Note the email address - you'll need this for Support Fusion configuration

2.2 Configure Staff Member Permissions

After creating the staff member, click on their profile and configure the following permissions:

Tickets they can access:

  • Option 1 (Recommended): Select All tickets to allow Support Fusion to sync tickets across all groups

  • Option 2: Select Tickets in their groups if you want to limit access to specific groups - if using this option, ensure the staff member is added to all groups that require ticket synchronisation

Ticket editing:

  • Edit ticket properties: Required to update ticket fields and statuses

Comments:

  • Public and private comments: Required to sync both public and internal comments

End users:

  • View only: Required to access requester information for tickets

Customer lists:

  • View customer lists: Required to retrieve organisation and user data

Click Save to update the staff member's permissions.

Step 3: Generate API Token

3.1 Navigate to API Tokens

  1. In Admin Center, navigate to Apps and integrations > APIs > Zendesk API

  2. Click the API Tokens tab

  3. Click Add API token

3.2 Create API Token

  1. Fill in the token details:

    • API token description: Support Fusion Integration

  2. Click Create

  3. CRITICAL: A popup will display your new API token - copy the token immediately as it will only be displayed once

  4. Store the token securely - you'll need it for Support Fusion configuration

  5. Click Save to confirm

Security Note: Treat API tokens like passwords. If a token is compromised, you can revoke it from the API Tokens page and generate a new one.

3.3 Record API Credentials

Make note of the following values - you'll need them for Support Fusion configuration:

  • Subdomain: Your Zendesk instance subdomain (e.g., if your URL is https://acmecorp.zendesk.com, your subdomain is "acmecorp")

  • API Username (Email): The email address of the staff member created in Step 2.1

  • API Password (Token): The API token generated in Step 3.2

Step 4: Configure Support Fusion Integration

Once you have completed the Zendesk configuration steps above, proceed to configure the integration in Support Fusion:

  1. Navigate to Settings in Support Fusion

  2. Select Zendesk from the platform dropdown

  3. Enter your configuration details:

    • Subdomain: Your Zendesk subdomain only (e.g., "acmecorp" not "acmecorp.zendesk.com")

    • API Username: The email address of your integration staff member

    • API Password: The API token generated in Step 3.2

  4. Click Save Configuration

  5. Click Test Connection to verify the integration

Troubleshooting

Authentication Failed

  • Verify the API token was copied completely without extra characters

  • Confirm that Token access is enabled in Admin Center > Apps and integrations > APIs > Zendesk API > Settings

  • Check that the staff member email address is correct and matches the account used

  • Ensure the staff member account is active and not suspended

Permission Denied

  • Review the staff member permissions match those listed in Step 2.2

  • Verify the staff member has Edit ticket properties enabled

  • Ensure Public and private comments is enabled

  • Confirm the staff member has access to the required ticket groups

  • Check that View customer lists is enabled

Invalid Subdomain

  • Use only the subdomain portion (e.g., "acmecorp" not "acmecorp.zendesk.com")

  • Ensure there are no extra spaces or characters

  • Verify the subdomain matches your actual Zendesk login URL

Token Access Disabled

  • Navigate to Admin Center > Apps and integrations > APIs > Zendesk API > Settings

  • Verify that the Token access toggle is enabled

  • If you just enabled it, wait a few minutes and try the connection test again

Staff Member Cannot Generate Tokens

  • API tokens are generated at the account level, not per staff member

  • Ensure you're generating the token from Admin Center > Apps and integrations > APIs > Zendesk API > API Tokens

  • The token will be used with the staff member's email address for authentication

Resources

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