# Zendesk connection and operator setup

Connect Zendesk using an API token and associate INSIDE operators with their Zendesk agent identities.

*Release 3.3 · admin, operator*

**Settings › General Settings › Zendesk** · **Settings › Account › Operators**

## What it is

The Zendesk integration uses an API token to connect INSIDE to your Zendesk account. INSIDE also maps each operator to a Zendesk agent by email. Shared lookups and operator-driven changes can therefore use different Zendesk identities.

## Who uses it and why

- Users with the **Settings** or **Manager** role arrange the connection with Powerfront and maintain operator mappings.
- Operators use their mapped Zendesk identity when working with customer profiles, tickets and comments.

## Where to find it

Powerfront manages the connection at **Settings › General Settings › Zendesk**. Users with the **Settings** or **Manager** role maintain operator mappings using **Zendesk Email** at **Settings › Account › Operators**.

## How it works

Powerfront configures **Username**, **Security Token** and **Url**, then enables **Enable Zendesk Integration**. The shared username is used for customer lookups and for finding operator identities.

When **Zendesk Email** is saved for an operator, INSIDE looks up that email in Zendesk. The result must be an agent or another non-customer user, rather than an end user. INSIDE saves the matched identity for that operator on the website.

If no mapped identity has been found, INSIDE can try the operator's profile email. Clearing **Zendesk Email** clears the saved mapping. Operator-driven writes use the operator's Zendesk email with the website's API token; the operator does not enter a separate Zendesk password for these actions.

## Configure it

Ask Powerfront to configure the Zendesk connection. Your Zendesk administrator supplies the appropriate account details and API token through your agreed secure process.

Users with the **Settings** or **Manager** role can maintain operator mappings where their operator-administration access permits it. Set **Zendesk Email** to the intended Zendesk agent's email and confirm that INSIDE finds the correct person.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Zendesk Integration | Settings › General Settings › Zendesk | website | Off | Powerfront, on request | Enable Zendesk. Saving this choice disables Salesforce and native INSIDE ticket handling; Dynamics must first be disabled. |
| Username | Settings › General Settings › Zendesk | website | Not set | Powerfront, on request | Set the Zendesk email used for shared connection operations and operator identity lookup. No shared email is supplied by default. |
| Security Token | Settings › General Settings › Zendesk | website | Not set | Powerfront, on request | Authenticate Zendesk API requests using the website's API token. No token is supplied by default. |
| Url | Settings › General Settings › Zendesk | website | Not set | Powerfront, on request | Identify the Zendesk account used by the integration. No account address is supplied by default. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Zendesk Email | Settings › Account › Operators | No | Associate the operator with a Zendesk agent identity for operator-driven CRM work. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Manage permitted operator accounts and their Zendesk identity mappings. |
| Manager | Manage permitted operator accounts and their Zendesk identity mappings. |

## Limits and good to know

- This release provides the API-token connection. It does not provide the later OAuth connect and refresh workflow.
- Enabling Zendesk through this screen turns off Salesforce and native INSIDE ticket handling. Dynamics must be disabled first.
- A working shared connection does not prove that each operator has a usable Zendesk mapping.
- An end-user customer account cannot be used as the operator mapping.
- The acting identity and a ticket's assignee are separate concepts. Confirm ownership in the ticket rather than inferring it from who saved a change.

## Depends on and works with

### This feature uses

- **Configured in** [Operator accounts](ADM-007.md): Operator account details hold the Zendesk email and resolved agent identity.
- **Works better with** [Zendesk tickets and contacts](CRM-019.md): The connection and operator mapping support Zendesk user and ticket actions.
- **Conflicts with** [Email ticket handling and statuses](CHN-026.md): Enabling Zendesk through its settings screen disables native INSIDE ticket handling.
- **Conflicts with** [Salesforce connection and operator setup](CRM-010.md): Enabling Zendesk through its settings screen disables Salesforce.
- **Conflicts with** [Dynamics 365 connection and customer records](CRM-015.md): The settings screen requires Dynamics to be disabled before enabling Zendesk.

### Used by

- **Required by** [Zendesk tickets and contacts](CRM-019.md): Zendesk actions need the connection and a usable operator mapping for operator-driven changes.
- **Enhances** [Salesforce leads and Zendesk contact creation](CRM-013.md): An enabled Zendesk connection adds Zendesk user capture as an alternative to Salesforce capture.
- **Enhances** [CRM form field configuration](CRM-020.md): An enabled Zendesk connection makes Zendesk fields available for its CRM forms.
- **Enhances** [Website, channel and subsite access](ADM-009.md): Connecting Zendesk adds a website-specific Zendesk username field to operator assignments.
- **Conflicts with** [Salesforce connection and operator setup](CRM-010.md): Enabling Salesforce through its settings screen disables Zendesk integration.
- **Conflicts with** [Dynamics 365 connection and customer records](CRM-015.md): The Dynamics settings screen requires Zendesk integration to be disabled before enabling Dynamics.

## FAQ and troubleshooting

### Why can I read Zendesk details but not edit a contact?

Shared lookups can work while your operator mapping is missing. Ask a user with the **Settings** or **Manager** role to check **Zendesk Email**, and your Zendesk administrator to check your Zendesk agent account.

### Why is my Zendesk email rejected?

The email must match a Zendesk user who is not an end user. Check the email and the user's Zendesk role.

### Can I connect with OAuth?

The connection supplied in this release uses **Security Token**. Ask Powerfront to configure API-token authentication.

### Why did native INSIDE tickets disappear after Zendesk was enabled?

Saving **Enable Zendesk Integration** disables native ticket handling for that setup. Agree the intended CRM and ticket workflow with Powerfront before asking them to change providers.