Zendesk Help & Support

  • How to Get Started with Zendesk
  • Popular Things to do with Zendesk
  • Common Problems with Zendesk

How to Get Started with Zendesk

To get started with Zendesk, first click to connect a Zendesk account in your Zap.

Zendesk Click to add an account

Next, you'll be asked to enter your Zendesk Account, Agent Email and API token.

Zendesk API Key

How to Find Your Zendesk API Key

To locate your API Token in your Zendesk account, please follow these steps:

  1. Click the Admin icon in the sidebar, followed by select Channels > API.
  2. Click the Settings tab and make sure Token Access is enabled.
  3. Click the + button to the right of Active API Tokens.
  4. Copy the token. Note, once you close this window, the full token will never be displayed again.

Locate your API Key in Zendesk

If all steps were successful your Zendesk account will now be successfully connected.

Zendesk connection successful

Popular Things to do with Zendesk

  • Create a Zendesk Ticket from Typeform

    Typeform + Zendesk

    Try It
  • Add new Zendesk tickets to Asana as new tasks

    Zendesk + Asana

  • Create Zendesk tickets from new Google Forms responses

    Google Forms + Zendesk

  • Add new Zendesk tickets to Google Sheets

    Zendesk + Google Sheets

  • Create Zendesk tickets from new rows in Google Sheets

    Google Sheets + Zendesk

  • Post new Zendesk tickets to Slack

    Zendesk + Slack

Common Problems with Zendesk

Tickets do not appear to be triggering your Zap

Zendesk uses a unique method to sort tickets. As a result, if you're using the "Recent Ticket" trigger, only tickets that find their way into the "Recent Tickets" view in Zendesk will trigger your zap. This can be confusing because the behavior that gets tickets into that view can be different than expected.

The easiest solution is to create a custom view for whatever tickets you want to have trigger your zap, then use the "View Ticket" trigger to get that zap to trigger. This eliminates the ambiguity of Zendesk determining what is "recent".

How to Create a Zendesk Custom View

In order to use Zendesk tickets as a trigger you'll need to create a new Zendesk view. This gives you a lot of flexibility in what tickets trigger your Zap.

After you've logged into your account you'll need to go to Admin -> Views and click the "Add View" link.

Zendesk Manage Views

Zendesk Manage Views2

Use the Zendesk view creator to create whatever types of tickets you would like to trigger on.

The important part to get right for Zapier is the formatting options.

Choose the columns you want included in the view. Select Order By "ID" and select descending. Your formatting options should look similar to below.

Zendesk Formatting Options

Once done, click "Create View." Now when you select a Zendesk view for a Zendesk ticket trigger you should see your new view available in the Zendesk view dropdown menu like below.

NOTE: If you created your view in the middle of creating your Zap and it's not showing up, try recreating the Zap as that should refresh your options.

Zapier Zendesk Views

First Comment/Description isn't being formatted correctly

We don't currently support HTML for this field, but it is a feature request. Unfortunately, right now, there is no way to format the comment with bold, italics, etc. You can add line breaks by hitting enter to put them on different lines, but multiple line breaks will be reduced to a single line break. That means that this:


Will result in this (note only a single line space between the lines):

Missing required fields causes Create Ticket action to fail

If your Zap is trying to fill a required field of a new ticket using only fields from the trigger, sometimes you will see errors because the fields you chose from the trigger didn't contain any data. For example, say you map the body of an email to the first comment on the ticket. If an email without a body comes through, Zendesk will prevent Zapier from making the ticket.

An easy fix is to add some static text along with the trigger fields. For exampling, adding "Orig Email: " as a prefix for the first comment will ensure that field is never empty.

Use static text to prepend

Trouble connecting Zendesk Account/Authorization Failed

Failed attempts to connect your Zendesk account to Zapier are usually because the account being connected isn't an admin account inside of Zendesk. You'll need to make sure you're connecting using a Zendesk user who is also an administrator for this to work.

It is also possible you have API access disabled inside Zendesk. To turn it on, go to your API Channel Settings (Channels > API) and enable the API.

Date is invalid error

Zendesk expects the date in ISO format: "2016-08-16". To fix this, there are two options:

  1. If you control how the date is formatted in the trigger, you can change it to the correct format at the source.
  2. If you do not control how the date is formatted in the trigger, you can use the Formatter app to convert the date to the format that Zendesk requires: https://zapier.com/help/formatter/#strongformatstrong-change-a-date-or-time-to-a-new-format-or-style

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