> ## Documentation Index
> Fetch the complete documentation index at: https://modem.dev/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk

> Capture support ticket conversations from Zendesk

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.

<Warning>Zendesk integration is currently in beta. Features and behavior may change.</Warning>

## 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

## Setup

<Steps>
  <Step title="Start the connection">
    Go to **Settings** → **Integrations** → **Zendesk** in your Modem dashboard, enter your Zendesk **subdomain**, and click **Connect
    with Zendesk**.
  </Step>

  <Step title="Authorize Modem">
    You'll be redirected to Zendesk to authorize the Modem app. Review the requested permissions and approve.
  </Step>
</Steps>

After authorization, Modem registers a webhook on your Zendesk account and begins receiving new ticket activity.

## What Gets Captured

### 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.

### 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

### People

Modem resolves Zendesk ticket authors to Modem [people](/docs/guides/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](/docs/guides/people#companies) behind them.

## Settings

From **Settings** → **Integrations** → **Zendesk** an admin can adjust:

| Setting                             | Default | Effect                                            |
| ----------------------------------- | ------- | ------------------------------------------------- |
| **Disable agent writes to Zendesk** | Off     | Blocks Zendesk write actions for this connection. |

## 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.

## Troubleshooting

<AccordionGroup>
  <Accordion title="Tickets aren't appearing">
    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.
  </Accordion>

  <Accordion title="Connection shows an error">
    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](mailto:support@modem.dev).
  </Accordion>

  <Accordion title="Authors aren't linking to people">
    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.
  </Accordion>

  <Accordion title="Attachments are missing">
    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](mailto:support@modem.dev).
  </Accordion>
</AccordionGroup>

## 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.

## Related

<CardGroup cols={2}>
  <Card title="Integrations Overview" icon="https://mintcdn.com/modem-844d7a4a/Wr2r4IRr97lNQiQb/icons/link.svg?fit=max&auto=format&n=Wr2r4IRr97lNQiQb&q=85&s=e774d33588635d44c6c935b78ed55f13" href="/docs/integrations/overview" width="24" height="24" data-path="icons/link.svg">
    Compare Zendesk with other data sources and agent tools.
  </Card>

  <Card title="Companies & People" icon="https://mintcdn.com/modem-844d7a4a/Wr2r4IRr97lNQiQb/icons/users.svg?fit=max&auto=format&n=Wr2r4IRr97lNQiQb&q=85&s=32a2de5620a3659206db1c3d1aff5a06" href="/docs/guides/people" width="24" height="24" data-path="icons/users.svg">
    See how Zendesk authors are linked to people and companies.
  </Card>
</CardGroup>