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Zendesk integration setup guide

Covers the Zendesk configuration you need to complete before setting up the integration in Support Fusion.

This guide covers the Zendesk configuration you need to complete before setting up the integration in Support Fusion.

Prerequisites

  • Administrator access to your Zendesk instance.

  • Familiarity with Zendesk team member management and permissions.

  • Familiarity with Zendesk group assignments and ticket access.

Step 1: Enable API token access

Turn on token access at the account level first. Without it, authentication fails even when the credentials are correct.

  1. Open Admin Center (the four-squares icon in the sidebar) and go to Apps and integrations > APIs > Zendesk API.

  2. On the Settings tab, enable Token access and save.

Token access is now on, so the token you create in step 3 will authenticate.

Step 2: Create an API staff member

Create a staff member that Support Fusion authenticates as, so all integration activity is attributable to one account.

  1. Navigate to Admin Center > People > Team > Team members and select Add team member.

  2. Set a monitored Email, Name Support Fusion Integration, and Role to Staff (agent-level access is enough). Add the member.

  3. Open the member's profile and set their permissions:

    • Tickets they can access: All tickets is recommended. If you choose tickets in their groups instead, add the member to every group that needs to sync.

    • Edit ticket properties: required to update fields and statuses.

    • Public and private comments: required to sync both comment types.

    • End users: view, to read requester information.

    • Customer lists: view, to retrieve organisation and user data.

  4. Save the permissions, and note the member's email for later.

Step 3: Generate an API token

The token is the password Support Fusion uses, paired with the staff member's email.

  1. In Admin Center, go to Apps and integrations > APIs > Zendesk API and open the API Tokens tab.

  2. Select Add API token, set the description to Support Fusion Integration, and select Create.

  3. Copy the token immediately and store it securely, then save.

Important: The token is shown only once. Copy it before closing the dialogue. Treat it like a password: if it's compromised, revoke it from the API Tokens page and generate a new one.

You now have everything Support Fusion needs: your subdomain (the part before .zendesk.com), the staff member's email, and the API token.

Next steps

With Zendesk configured, set up the integration in Support Fusion from Settings: choose Zendesk, then enter your subdomain (just the subdomain, for example acmecorp, not acmecorp.zendesk.com), the staff member's email as the API username, and the token as the API password. Save the configuration and test the connection. For the per-relationship settings, see Zendesk integration.

Troubleshooting

Authentication failed. Check that the token was copied in full, that token access is enabled, that the staff member email is correct, and that the account isn't suspended.

Permission denied. Confirm the member's permissions match step 2, including edit ticket properties, public and private comments, customer lists, and access to the required ticket groups.

Invalid subdomain. Enter only the subdomain (acmecorp), with no spaces, and check it matches your Zendesk login URL.

Token access disabled. Re-check the Token access toggle under the Zendesk API settings. If you've just enabled it, wait a few minutes before testing again.

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