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

# Zendesk

> Connect Zendesk with Hyperline to bring ticket history, statuses, priorities, tags, and messages into customer intelligence analyses.

[Zendesk](https://www.zendesk.com) is a customer service platform for managing support tickets across email, chat, and other channels.

Connecting Zendesk lets Hyperline attach support tickets to the matching Hyperline customers, so the customer monitoring agent can weigh unresolved issues and support pressure alongside contract, invoice, payment, and usage data.

<Info>
  Zendesk is part of [Customer intelligence](../docs/customer-intelligence/overview), a paid add-on. The Zendesk card only appears in **Settings > Integrations** when Customer intelligence is enabled for your account. Contact the Hyperline team through the in-app chat to enable it.
</Info>

## Prerequisites

* A valid [Zendesk account](https://www.zendesk.com) and your Zendesk subdomain, the `acme` part of `acme.zendesk.com`.
* A Zendesk user allowed to authorize applications for your account, usually an administrator.
* Admin rights on your Hyperline account.

## Connect Zendesk

<Steps>
  <Step title="In Hyperline, navigate to the Settings > Integrations page" />

  <Step title="Search for Zendesk and click Connect" />

  <Step title="Enter your Zendesk subdomain">
    Type the subdomain only, without `.zendesk.com`. Your Zendesk account decides where the authorization happens, so Hyperline needs it before redirecting you.
  </Step>

  <Step title="Authorize on Zendesk">
    You are redirected to your own Zendesk domain. Sign in if needed, review the requested access, and confirm.
  </Step>

  <Step title="That's it!">
    You are redirected back to Hyperline and the integration appears as connected.
  </Step>
</Steps>

### Requested permissions

Hyperline requests Zendesk's account-wide **read** permission.

<Note>
  Narrower Zendesk permissions were tried first and do not work: the Zendesk search API, which Hyperline uses for customers without an explicit organization mapping, rejects them. The broad read permission is the narrowest grant under which the sync actually runs. It stays read-only, and Hyperline never creates, edits, or deletes anything in Zendesk.
</Note>

## What Hyperline fetches

For every matched ticket, Hyperline stores:

| Data      | Details                                                                    |
| --------- | -------------------------------------------------------------------------- |
| Ticket    | Zendesk ticket identifier, subject, and a short preview of the description |
| Status    | Normalized to `open`, `closed`, or `snoozed`                               |
| Priority  | Urgent, high, normal, or low                                               |
| Tags      | The ticket tags, used as labels                                            |
| Requester | Name and email of the person who opened the ticket                         |
| Dates     | Creation date and last update date                                         |
| Comments  | Each comment with its body, author name and email, and date                |

<Warning>
  Internal comments are synced alongside public replies and stored as notes. Anything written on a ticket in Zendesk can therefore be used as context by the monitoring agent.
</Warning>

### Which tickets are matched

Hyperline resolves tickets per customer, in this order:

1. If the customer is linked to a Zendesk **organization**, Hyperline lists that organization's tickets.
2. Otherwise, Hyperline searches tickets whose requester uses an email address on the customer **Domain**.

Public email domains, such as `gmail.com`, are skipped: a domain-wide search on them would match tickets from unrelated people.

<Tip>
  Keep customer **Domain** values up to date, and link the Zendesk organization on the customer page when you have one. The organization link is the more precise of the two.
</Tip>

## Synchronization

Hyperline synchronizes Zendesk once a day, and also refreshes a customer on demand when the customer monitoring agent analyzes it.

Synchronization is incremental: a thread whose messages have not changed since the last run is not fetched again.

## Where Zendesk data appears

* **Customer page**: the **Integrations** section shows a Zendesk row with the most recent thread. Open it to browse synced tickets with their statuses, labels, and messages.
* **Monitoring agent**: enable Zendesk from the agent's **Connectors** tab. See [Customer monitoring agent](../docs/customer-intelligence/customer-monitoring-agent).
* **Analysis results**: Zendesk appears under **Data sources** when support context was used.

## Manage the integration

Open **Settings > Integrations** and select **Zendesk**. Synchronization errors are reported on this page.

* **Reauthorize** refreshes the connection when the authorization expires or is revoked.
* **Disconnect** stops synchronizing new tickets.

## Related

* [Customer intelligence](../docs/customer-intelligence/overview)
* [Customer monitoring agent](../docs/customer-intelligence/customer-monitoring-agent)
* [Integrations overview](./overview)