Zendesk Integration

Connect Zendesk to search tickets, track support lifecycle, and capture customer interaction history across your help desk.

What You Can Query

Content Type	Description
Tickets	Support requests with status, priority, tags
Comments	Public and internal ticket replies
Audits	Status, assignee, priority change history
Requesters	Customer context on tickets
Groups	Team assignment history

Connecting Zendesk

Zendesk uses a composite credential: your agent email, an API token, and your subdomain.

1. Log into TeamLoop at app.teamloop.io
2. Navigate to Settings > Integrations
3. Click Connect next to Zendesk
4. Enter your credentials as JSON:

   {
     "email": "agent@example.com",
     "api_token": "your-zendesk-api-token",
     "subdomain": "yourcompany"
   }

5. TeamLoop validates the credentials and saves them encrypted

Creating a Zendesk API Token

1. Log into your Zendesk Admin Center
2. Go to Apps and Integrations > Zendesk API
3. Click Add API token
4. Give it a description (e.g., “TeamLoop”)
5. Copy the token

Your subdomain is the part before .zendesk.com in your Zendesk URL (e.g., yourcompany for yourcompany.zendesk.com). We never write to your Zendesk instance.

Example Queries

Search Tickets

teamloop_query:
  query: "billing issue"
  sources: "zendesk"

Find Escalated Tickets

teamloop_query:
  query: "escalated urgent customer"
  sources: "zendesk"

Track Support Patterns

teamloop_query:
  query: "login authentication errors"
  sources: "zendesk"

Automatic Change Tracking

TeamLoop automatically tracks changes from Zendesk via the ticket audits API.

Ticket Timeline

When you query a ticket, TeamLoop fetches its full audit history:

• Status changes (new, open, pending, solved, closed)
• Assignee changes
• Priority changes (low, normal, high, urgent)
• Group reassignments
• Subject edits
• Ticket type changes

This audit trail makes Zendesk especially powerful for understanding support workflows over time.

Entity Extraction

Zendesk content maps to TeamLoop entity types:

Zendesk Content	TeamLoop Entity
Ticket	DOCUMENT
Comment	DOCUMENT
Requester	PERSON
Assignee	PERSON
Status change	CHANGE
Priority change	CHANGE

Temporal Queries with Zendesk

Point-in-Time

See the state of support tickets on a specific date:

teamloop_query:
  query: "billing support"
  sources: "zendesk"
  mode: "as_of"
  as_of: "2024-06-01"

Evolution

Track how a support issue evolved over time:

teamloop_evolution:
  query: "API rate limiting complaints"
  from_date: "2024-01-01"
  to_date: "2024-06-30"

Troubleshooting

No Results

• Verify the Zendesk integration is connected
• Check that your agent account has access to the tickets
• Try broader search terms
• Zendesk search supports ticket fields: use terms matching subjects and descriptions

Authentication Errors

• Verify your email is the one associated with the Zendesk agent account
• Ensure the API token is active in Zendesk Admin Center
• Confirm your subdomain is correct (just the subdomain, not the full URL)

Security

• Credentials are encrypted at rest using pgcrypto
• API tokens can be revoked from Zendesk Admin Center
• TeamLoop only reads, never writes
• You can disconnect at any time from TeamLoop settings
• Connected credentials show a hint so you can identify which token is in use

Next Steps

• PagerDuty Integration - Connect PagerDuty
• Datadog Integration - Connect Datadog
• Query Playground - Learn query modes