Introduction
Connect Zendesk to Sana to search, create and manage support tickets and browse help center articles. Triage issues without leaving Sana. In summary, the connector has the following key characteristics:
Category: Support
Connector type: Real-time
Auth type: OAuth
Hosting type: Managed
Capabilities
This connector is able to do the following:
Capability |
Search tickets |
Create tickets |
Update tickets |
Delete tickets |
Manage ticket tags |
Browse help center articles |
Search community posts |
View macros |
Look up users |
Tools
While the capabilities above describe what the connector can do at a high level, the underlying tools show exactly which operations the agent can use when you ask Sana about Zendesk. In practice, the agent may call one or more tools to achieve a single capability.
Tool |
Add ticket tags |
Create ticket |
Delete ticket |
Get article |
Get macro |
Get ticket info |
Get user info |
List active macros |
List articles |
List locales |
List macros |
List ticket comments |
List tickets |
Remove ticket tags |
Search articles |
Search community posts |
Search help center |
Search macros |
Search tickets |
Set custom ticket fields |
Set ticket tags |
Update ticket |
Scope and permissions
This connector uses OAuth. When you connect your account, you will need to sign into your account and grant the required permissions:
Scope | Purpose |
triggers:write | Create and update Zendesk triggers |
webhooks:write | Create and manage Zendesk webhooks |
read | Read Zendesk data |
tickets:write | Create and update support tickets |
tickets:read | Read existing support tickets |
users:write | Create and update Zendesk users |
organizations:read | Read organization records |
organizations:write | Create and update organization records |
Set up instructions
Prerequisites:
Your Sana workspace admin has enabled this integration – if the workspace admin has disabled the integration it won't appear in the list of available integrations.
Step 1: Go to the integrations page in Sana
In Sana, click on ... More in the sidebar, then select Integrations
Step 2: Find Zendesk in the list of available integrations
Scroll to the Available integrations section and locate Zendesk.
Step 3: Connect the integration
Click the integration card and select "Connect just for me", this will open a pop-up powered by Pipedream. Follow the steps in the pop-up to complete the set-up.
Step 4: Sign in to Zendesk and approve the requested scopes
You'll be redirected to Zendesk to go through their OAuth flow. Sign in and approve the scopes Sana needs to operate the connector.
Step 5: Complete the set up
You've successfully connected your Zendesk account. Click Continue to complete the setup and start using the connector.
Known limitations
Users: The connector can't fetch detailed user data in your Zendesk workspace, only user IDs.
Article search: The connector can only list help-center articles; it cannot run a filtered search.