This page covers the integration settings that apply when Zendesk is one side of a connection.
Use it when you're configuring a relationship that includes Zendesk. Which settings appear depends on whether your Zendesk organisation is the source or the target.
Group and defaults
Group: as a source filtering by group, this limits the sync to tickets from that group; otherwise it's the group tickets are assigned to by default.
Default values for new tickets (source): the defaults applied to tickets the target creates during reverse sync, such as group and assignee.
Comments and attachments
Sync public comments and Sync private comments: choose which comment types sync. At least one is required when Zendesk is the source.
Sync attachments: include all attachments added to linked tickets.
Reverse sync
When Zendesk is the target, turn on reverse sync to send updates back, then choose a filter for which tickets are included: All tickets, By agent, By group, or By organisation, and select the specific agent, group, or organisation.
Source vs target: As the source, you set the sync filter (such as by group) and the defaults for tickets created back to Zendesk. As the target, reverse sync with its agent, group, or organisation filter becomes available.
The API configuration override at the bottom of the form works the same on every platform. See Integration configuration for how it works.
Related pages
Integration configuration: shared settings and the API override.
Zendesk integration setup guide: connecting Zendesk to Support Fusion.