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Overview

The Zendesk Connector automatically syncs your support tickets, comments, and conversation history from Zendesk Support to cxconnect.ai.

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What Data is Synced

The connector will sync the following information from your Zendesk account:
  • Tickets: Customer support tickets including subject, description, status, and customer information
  • Comments: All comments and internal notes on tickets
  • Conversation Logs: Complete event history of ticket interactions and changes

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Prerequisites

Before you begin, make sure you have:
  1. Administrator access to your Zendesk account
  2. Your Zendesk subdomain (the first part of your Zendesk URL)

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Required Information

You’ll need to provide the following when setting up the connector:
FieldWhat is it?Where to find it
EmailYour Zendesk account emailYour login email
API TokenSecure access tokenGenerated in Step 1 below (save it immediately)
SubdomainYour unique Zendesk identifierFirst part of your URL (e.g., company from company.zendesk.com)

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Setup Instructions

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Step 1: Generate API Token in Zendesk

  1. Log in to your Zendesk account as an administrator
  2. Click the Admin icon (gear icon) in the sidebar
  3. Go to Apps and integrations > APIs > Zendesk API
  4. Click the Settings tab
  5. Make sure Token Access is enabled
  6. Click Add API token
  7. Give it a description: cxconnect.ai Sync
  8. Click Save
  9. Important: Copy the API Token immediately - you won’t be able to see it again

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Step 2: Find Your Subdomain

Look at your Zendesk URL to find your subdomain:
  • If your URL is https://company.zendesk.com, your subdomain is company
  • If your URL is https://acme-support.zendesk.com, your subdomain is acme-support

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Step 3: Connect in cxconnect.ai Admin Portal

  1. Log in to the cxconnect.ai Admin Portal
  2. Go to Sync Connectors > Add Connector
  3. Select Zendesk
  4. Enter your information:
    • Email: Your Zendesk account email
    • API Token: Copy from Step 1
    • Subdomain: From Step 2
  5. Click Test Connection to make sure everything is set up correctly
  6. Click Save & Activate to start syncing

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Step 4: Monitor Your Sync

The Sync Engine is currently in development and not yet deployed. This documentation is provided in advance of the feature release.
Once activated, the connector will automatically sync your data:
  • Initial sync may take some time depending on ticket volume
  • Monitor progress in the Admin Portal dashboard
  • Check sync logs for any issues

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Troubleshooting

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Connection Issues

Problem: Unable to connect or authenticate What to check:
  • Verify your email and API token are entered correctly
  • Make sure Token Access is enabled in Zendesk API settings
  • Check that the API token hasn’t been deleted or revoked
  • Confirm your Zendesk account is active
  • Verify the subdomain is spelled correctly

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Wrong Subdomain

Problem: Connection fails with “not found” error What to check:
  • Make sure you’re using only the subdomain (e.g., company, not company.zendesk.com)
  • Double-check spelling of your subdomain
  • Verify you’re using the correct Zendesk account
  • Check if your account uses a different domain extension (e.g., .zendesk.co.uk)

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Missing Comments

Problem: Tickets sync but comments are missing What to check:
  • Verify the API token has read permissions for comments
  • Check that the tickets have comments in Zendesk
  • Ensure internal notes are included if you want them synced
  • Contact support if data consistently appears to be missing

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Incomplete Data

Problem: Some tickets or conversation logs aren’t syncing What to check:
  • Verify the API token has full read permissions
  • Check Zendesk for any archived tickets if needed
  • Make sure custom fields are accessible
  • Contact support if specific data types are missing

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Need Help?

If you’re still experiencing issues: