Connect Zendesk
Connect Zendesk so Adduce reads your support tickets and pulls the customer's own words out of the threads that are finished.
Adduce reads your Zendesk tickets, and pulls the customer's own words out of the threads that have finished, so support becomes evidence rather than a backlog.
Beta
This connector works, but it has not been proven against a real customer account yet, so Adduce badges it Beta wherever it appears. Tell us at hello@adducehq.com if what you see does not match this page.
Before you begin
- Role: project Editor or Lead. A workspace Admin is a lead on every project.
- In Zendesk: an admin who can switch on token access and create an API token.
- To hand: your Zendesk subdomain, the email of the user the token belongs to, and the token.
- Time: ten minutes.
What Adduce reads
| Surface | What it becomes |
|---|---|
| Every ticket | One record per ticket: its type, status, priority, subject and the first lines of the description |
| Solved and closed threads | Evidence taken from what the customer wrote, one piece per point they made |
A ticket record is refreshed in place as the ticket moves, so a ticket that becomes urgent says so. A thread is read once, when it reaches solved or closed — a live conversation is not evidence yet. Only public comments are read; internal notes are skipped, and agent replies are context rather than evidence.
Permissions the token needs
A Zendesk API token carries no scopes of its own. It acts as the user whose email you enter beside it, so that user's role decides what Adduce can read — use an admin, or an agent who can view every ticket you want read. Adduce calls two endpoints: the incremental ticket export, and the comments on a finished ticket.
Nothing is written. Adduce never replies to a ticket, changes a status, or adds a note.
Steps
In Zendesk, open Admin Center → Apps and integrations → APIs → Zendesk API, switch token access on, and add an API token. Copy it; Zendesk shows it once.
Note the subdomain — the acme in acme.zendesk.com — and the email of the user who created the token.
In Adduce, open the project, choose Sources, then Add source, and choose the Zendesk tile.
On Connection details, name the source and fill in the subdomain, the admin email and the token.
Choose Continue. Adduce asks Zendesk who the token belongs to, which proves the subdomain, the email and the token all resolve to one real user before anything is saved.
Back on Sources, the new row shows Connected, and a signal count once the first sync has run.
First sync and cadence
The first sync reads ninety days of tickets, a hundred at a time, and works forward until it reaches the present. After that Adduce keeps a cursor and reads only what has changed since the last run. Adduce syncs once a day at 03:00 UTC, and Sync now runs one immediately.
Reading a finished thread costs a little more than reading a ticket, so it happens once per ticket and never again. Deleted and suspended tickets are skipped. A thread that cannot be read is logged and skipped rather than stalling the rest of the page.
Disconnect or replace credentials
Delete the source from its page and type its name to confirm. Deleting removes the evidence it produced. To rotate the token, delete the source and add it again; the next sync backfills ninety days.
If it did not work
Why was the email and token pair rejected?
Zendesk did not recognise them together. The email has to be the one the token was created under, token access has to be switched on in Admin Center, and the token has to be pasted whole. Any of the three failing gives the same refusal.
Why is there no account at that subdomain?
The Subdomain box wants only the first part of your Zendesk address — acme, not acme.zendesk.com and not the full URL.
Why do some tickets have no customer evidence?
Only solved and closed tickets are read for their thread, and only what the customer wrote counts. A ticket answered entirely by an agent, or one still open, contributes its record but no quotes.
What's next
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