Zendesk
By connecting Super with your Zendesk account, you can instantly search through all your support tickets directly in Super. This guide will walk you through the key aspects of the Super and Zendesk connection.
Connecting Zendesk & Super
This is the first step to get started. This section covers how to set up the connection between Super and Zendesk.
Required Permissions for Setup
To connect Super and Zendesk, you must have the necessary permissions in both platforms.
- In Super: Permission to add or remove data sources depends on your team's settings. By default, only workspace admins or owners can set up a connection. However, a Super admin can enable a setting to allow all members to add and remove data 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 Super.
In Super, click Data Sources in the left sidebar.
Click New Source, and choose Zendesk from the list of sources.
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. Super will begin indexing your tickets from the past year.
Once the initial sync is complete, you can use Zendesk everywhere in Super as a Data Source.
How Super Indexes Your Zendesk Tickets
What We Sync
Super indexes your Zendesk tickets, including all comments and replies, from the past year.
After each sync, Super will not keep information older than 12 months.
Refresh Rate
New and updated tickets will appear in Super every 6 hours, but you can always sync manually if you need.
Metadata
To make your search results more useful, Super 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 Super members can ask about all the synced Zendesk tickets if they have a Zendesk account with the same email address than in Super.