Zendesk Integration Guide

Last updated: September 25, 2025

Connect Zendesk to Swyft AI to trigger workflows from tickets and other records.

Overview

This integration uses Zendesk OAuth. An admin starts the connection in Swyft, enters the company Zendesk subdomain, signs in to Zendesk, and approves the requested scopes. Swyft stores the access token securely and uses it to read ticket and user data, create webhooks, and run automations.

What you can do with this integration

  • Trigger Swyft workflows when Zendesk records are created or updated, such as Ticket Created.

  • Enrich tickets with insights and structured fields.

  • Keep downstream systems updated based on ticket events.

Prerequisites

  • You are a Zendesk admin on your company instance.

  • You are a Swyft AI admin.

  • Your Zendesk subdomain, for example acme for acme.zendesk.com.

Required Scopes

When authorizing Swyft AI to connect to Zendesk, you’ll be prompted to grant the following scopes:

  • tickets:read, tickets:write
    Allows Swyft AI to pull ticket metadata and updates for triggers, and optionally post comments or update fields as part of a workflow.

  • users:read
    Lets Swyft AI resolve requester and assignee details and map contacts.

  • organizations:read
    Enables Swyft AI to enrich workflows with organization and account context.

  • webhooks:read, webhooks:write
    Lets Swyft AI create and manage event webhooks that notify Swyft when tickets change.

  • read
    A base scope required by Zendesk to allow standard read access where applicable.

Why these scopes?

  • Tickets: Needed to power triggers, updates, and enrich workflows with ticket details.

  • Users & Organizations: Ensure accurate mapping of requesters, assignees, and account data.

  • Webhooks: Required for real‑time event subscriptions (e.g., Ticket Created).

  • Base Read Access: Provides the minimum level of access Zendesk requires.

How to connect

  1. In Swyft, go to Dashboard → Integrations

  2. Enable the Zendesk integration and click Connect

  3. Enter your Zendesk subdomain in the field, for example acme for acme.zendesk.com, then click Connect to Zendesk.

  4. You will be redirected to Zendesk to sign in as an admin and review scopes.

  5. Click Allow. You will be returned to Swyft and see the integration marked Connected.

What Swyft syncs and listens to

  • Tickets: id, subject, status, priority, requester, assignee, custom fields, timestamps.

  • Users and organizations: identifiers and display info for mapping and enrichment.

  • Webhooks: Swyft creates event subscriptions so we receive Ticket Created and other events in real time. These events power your triggers in Swyft.

Security and data handling

  • Tokens are encrypted at rest and scoped to the permissions above.

  • Webhook requests from Zendesk are verified before processing.

Disconnect or rotate access

  • In Zendesk: revoke the Swyft OAuth app under Admin Center → Apps and integrations.

  • After rotating, reconnect in Swyft to refresh tokens and webhooks.

Troubleshooting

  • Subdomain not found: check spelling. Use only the subdomain part, for example acme, not the full URL.

  • OAuth approval error: sign in as a Zendesk admin on the correct instance. Clear cookies or use an incognito window if you are switching tenants.

  • 403 on webhook delivery: confirm the integration is still connected. If you recently disconnected and reconnected, allow a minute for webhooks to be recreated.

  • No triggers firing: confirm the relevant trigger is enabled in Swyft and that the event type is supported. Create a test ticket to validate end to end.

FAQ

Does each workspace need a separate connection
Yes. Connect per Zendesk tenant. Use a service admin account if you want continuity across personnel changes.

Which events are supported
Ticket created and ticket updated are supported for triggers. Additional events may be added over time.