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The Zendesk integration captures ticket conversations from your Zendesk Support account in real time. Public replies and internal notes flow into Modem, where they are analyzed, grouped into topics, and linked to the people and companies behind them.
Zendesk integration is currently in beta. Features and behavior may change.

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Prerequisites

  • Admin access in the Modem organization where you want to connect Zendesk
  • Admin access to the Zendesk Support account you want to connect
  • Your Zendesk subdomain (the acme in acme.zendesk.com)
  • A Modem organization on a plan that includes Zendesk

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Setup

1

Start the connection

Go to Settings → Integrations → Zendesk in your Modem dashboard, enter your Zendesk subdomain, and click Connect with Zendesk.
2

Authorize Modem

You’ll be redirected to Zendesk to authorize the Modem app. Review the requested permissions and approve.
After authorization, Modem registers a webhook on your Zendesk account and begins receiving new ticket activity.

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What Gets Captured

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Tickets

Zendesk calls the core support record a ticket. Modem captures tickets as they change, including replies, notes, attachments, and current ticket metadata. For each captured ticket, Modem includes:
  • Replies and notes from end users and agents
  • Attachments when Zendesk provides them
The first captured message on a ticket carries the ticket subject as its title, so each conversation shows up under a readable heading. Subsequent replies and notes are threaded beneath it.

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Ticket metadata

Each captured ticket update is stored alongside the current state of its ticket, including:
  • Status (new, open, pending, hold, solved, closed, deleted)
  • Priority (low, normal, high, urgent)
  • Type (problem, incident, question, task)
  • Tags, requester, submitter, assignee, group, and brand
  • Channel the ticket came in through (email, web form, chat, etc.)
  • Zendesk ticket URL for jumping back to the source ticket

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People

Modem resolves Zendesk ticket authors to Modem people profiles using their email address when Zendesk returns one for the author. This gives you a unified view of each person’s activity across Zendesk and your other connected sources, and rolls support conversations up to the companies behind them.

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Settings

From Settings → Integrations → Zendesk an admin can adjust:
SettingDefaultEffect
Disable agent writes to ZendeskOffBlocks Zendesk write actions for this connection.

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Real-Time Capture

Zendesk capture is real-time: Modem starts ingesting ticket activity from the moment you connect. New replies and notes are captured as Zendesk sends events.

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Troubleshooting

First confirm the integration shows a healthy status in Settings → Integrations → Zendesk, then allow a few minutes for webhook delivery and processing. Make sure the ticket received a new reply or note since connecting.
Open Settings → Integrations → Zendesk to see the error detail and the time of the last check. Disconnecting and reconnecting re-authorizes the app and re-registers the webhook. If the error persists, contact support@modem.dev.
Ticket authors are matched to Modem people by email address. If Zendesk doesn’t return an email for the author, their activity won’t be linked automatically.
Modem includes attachments when Zendesk provides them. Private attachment settings in Zendesk can affect whether those files render outside Zendesk. If attachments are still missing, contact support@modem.dev.

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Disconnecting

To disconnect Zendesk:
  1. Go to Settings → Integrations → Zendesk
  2. Click Disconnect
This removes the connection and deletes the webhook from your Zendesk account, so new ticket activity is no longer synced. Historical data remains in Modem after disconnecting.
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Integrations Overview

Compare Zendesk with other data sources and agent tools.
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Companies & People

See how Zendesk authors are linked to people and companies.