Overview

Zendesk is a customer service platform that empowers organizations to improve customer engagement and better understand their customers. Businesses use it to manage customer inquiries, tickets, and interactions across different channels.

Persona’s integration with Zendesk streamlines customer support and investigation workflows by syncing data between Zendesk tickets and Persona objects (e.g. Cases, Accounts). This eliminates manual data entry and context switching, allowing teams to manage inquiries, verifications, and investigations more efficiently.

Benefits

• Automated Ticketing: Automatically create and update Zendesk tickets based on events in Persona (e.g., failed verifications, fraud alerts).
• Centralized Case Management: Keep all updates and communications in Zendesk, giving customer support and compliance teams a single source of truth.
• Improved Efficiency: Reduce context switching with synced data, automated updates, and clear ownership of tickets.

Integration Features

Persona’s Zendesk integration supports ticket creation, updates, and user lookups, along with management of tags and custom fields.

Key capabilities include:

• Create & Update Tickets: Automatically open, comment on, or resolve tickets based on Persona events.
• Sync Data: Pull in Zendesk ticket details (e.g., status, requester, assignee) to enrich objects in Persona.
• Manage Ticket States: Update ticket statuses (new, open, pending, hold, solved, closed) in real time.
• Assign & Notify: Route tickets to the right assignee, group, or requester automatically.

Setting up the Zendesk Integration

Prerequisites

To set up the Zendesk integration, ensure you have:

• Admin access to your Zendesk account
• API credentials with sufficient permissions

Adding Zendesk Credentials in Persona

1. In the Persona Dashboard, navigate to Integrations > Marketplace and click on Zendesk.
2. Click Add Credential.
3. Enter your Zendesk subdomain (the part of your account URL before .zendesk.com) and a nickname for the credential.
4. Click Continue, then log in with your Zendesk credentials and authorize the connection.

Using the Zendesk Integration in a Workflow

1. Create a new workflow (or open an existing one).
2. Add a new action step → Integrations.
3. Select Zendesk and select your credentials.
4. Configure the input fields to pass the right information (e.g., ticket subject, requester email).
5. Save/publish the workflow.

Zendesk Operations Overview

Below is a list of supported Workflow Action steps and configurations for the Zendesk integration:

Create a Ticket

Create a Zendesk ticket to track a customer issue or request.

Configuration steps:

• Provide values for required fields:
  • Ticket’s subject
  • Initial comment (make public or private)
• Optionally add:
  • Requester name & requester email (must provide both if either is used)
  • Initial status (e.g., open, pending)
  • Priority (e.g., low, urgent)
  • Assignee email / Assignee ID / Group ID

Get a Ticket

Retrieve details about an existing Zendesk ticket.

Configuration steps:

• Provide values for required fields:
  • Ticket ID

Update a Ticket

Update an existing ticket by adding a comment or changing fields.

Configuration steps:

• Provide values for required fields:
  • Ticket ID
  • Comment (make public or private)
• Optionally add:
  • Update ticket status (e.g., open, pending)

Add Tags to a Ticket

Adds one or more tags to the specified ticket.

Configuration steps:

• Provide values for required fields:
  • Ticket ID
  • Tags
• Optionally add:
  • Updated timestamp
  • Select if it’s a safe update or not (i.e., protect against overwriting newer changes)

Remove Tags from a Ticket

Removes tags from a specified ticket.

Configuration steps:

• Provide values for required fields:
  • Ticket ID
  • Tags

List Existing Ticket Fields

Returns all ticket fields currently configured in your Zendesk instance.

Create a Ticket Custom Field

Adds a new custom field to Zendesk tickets to capture additional information.

Configuration steps:

• Provide values for required fields:
  • Field type (e.g., text, date, checkbox)
  • Field name
• Optionally add:
  • Field description
  • Mark as required field

Delete a Ticket Custom Field

Configuration steps:

• Provide values for required fields:
  • Ticket ID

Search for Users

Search Zendesk users by email, name, or role.

Configuration steps:

• Provide values for required fields:
  • Search query

FAQs

What permissions are required in Zendesk?
You need admin access and API permissions to manage tickets, ticket fields, and user data for the integration.

What ticket data can I sync from Zendesk?
You can sync standard fields such as status, assignee, requester, and priority, as well as any custom fields you’ve configured.

How do Safe Updates work?
Safe Updates prevent overwriting changes on a ticket that were made after you last retrieved it, protecting against conflicting edits.