Zendesk Integration

Zendesk Integration

The Zendesk integration connects CrownSync Playbooks to your Zendesk instance, synchronising incident data as Zendesk tickets. This integration uses Zendesk's REST API and supports both outbound and bi-directional sync via Zendesk Triggers.

Prerequisites

• A Zendesk account with API access enabled
• Your Zendesk subdomain (e.g. yourcompany from yourcompany.zendesk.com)
• A Zendesk agent email address and API token
• Admin role in CrownSync Playbooks

Connection Setup

1. Navigate to Admin → Integrations
2. Select Zendesk
3. Enter your Zendesk subdomain
4. Enter the agent email address
5. Enter your Zendesk API token
6. Click Test Connection
7. Click Save

Priority Mapping

Tag-Based Categorisation

CrownSync uses Zendesk tags to categorise synced tickets. When an incident is synced, the following tags are applied automatically:

• crownsync_incident— Identifies the ticket as originating from CrownSync
• A category tag based on the incident type (e.g. ransomware, data_breach, phishing)
• A severity tag (e.g. severity_critical, severity_high)

You can use these tags to create Zendesk views, macros, and automations that handle CrownSync incidents differently from regular support tickets.

Inbound Webhook (Zendesk → CrownSync)

For bi-directional sync, configure a Trigger in Zendesk:

1. In Zendesk, navigate to Admin → Business Rules → Triggers
2. Create a new Trigger
3. Set the conditions to match ticket updates on tickets with the crownsync_incident tag
4. Add a Notify webhook action
5. Configure the webhook to POST to the CrownSync endpoint shown in your integration settings
6. Include the ticket ID and updated fields in the JSON body
7. Save the Trigger

Troubleshooting

• Authentication failed— Ensure you are using an API token appended to the email as email/token in the authentication header.
• Tickets not appearing— Check the agent has permission to create tickets in the target group.
• Webhook not triggering— Verify the Trigger conditions match and the webhook endpoint is accessible from Zendesk.
• Tag conflicts— If your Zendesk instance has existing tags that conflict with CrownSync tags, customise the tag prefixes in the integration settings.

Integration instructions last verified: April 2026