Zendesk
Zendesk
By connecting Slite with your Zendesk account, you can instantly search through all your support tickets directly in the Slite Agent. This guide will walk you through the key aspects of the Slite and Zendesk connection.
Connecting Zendesk & the Slite Agent
This is the first step to get started. This section covers how to set up the connection between Slite and Zendesk.
Required permissions for setup
To connect Slite and Zendesk, you must have the necessary permissions in both platforms.
- In Slite: Permission to add or remove agent sources depends on your team's settings. By default, only workspace admins or owners can set up a connection. However, a Slite admin can enable a setting to allow all members to add and remove agent sources.
- In Zendesk: The user connecting the account must be an admin in Zendesk.
Initial Zendesk connection
To begin, you need to connect your Zendesk account with Slite.
In Slite, click Agent Sources in the left sidebar (at the bottom).
Click + New source , then choose or search for Zendesk and click Connect Zendesk .
Once that is done, you will be prompted for more information to connect your Zendesk account.
Give your connection a name (e.g.,
Zendesk ).Enter your Zendesk subdomain (e.g.,
yourcompany if your Zendesk URL is yourcompany.zendesk.com ), your email address if you have generated the Zendesk API token, and your Zendesk API token .To generate an API token in Zendesk, go to Admin Center → Apps and integrations → APIs → API tokens, then click Add API token.
Finally, click Connect Zendesk to start the initial data sync. Slite Agent will begin indexing your tickets from the past year.
Once the initial sync is complete, you can use Zendesk everywhere in the Slite Agent as an agent source.
How the Slite Agent indexes your Zendesk tickets
What we sync
Slite Agent indexes your Zendesk tickets, including all comments and replies, from the past year.
After each sync, Slite Agent will not keep information older than 12 months.
Refresh rate
New and updated tickets will appear in the Slite Agent every 6 hours, but you can always sync manually if you need.
Metadata
To make your search results more useful, the Slite Agent automatically indexes metadata from your Zendesk tickets. These include:
- status — The ticket status (new, open, pending, solved, closed)
- priority — Priority level of the ticket (low, normal, high, urgent)
- type — Ticket type (question, incident, problem, task)
- assignee — Agent assigned to handle the ticket
- group — Group assigned to the ticket
- tags — Tags associated with the ticket
- requester — Name of the user who submitted the ticket
Access control & privacy
All Slite members can ask about all the synced Zendesk tickets if they have a Zendesk account with the same email address as in Slite.