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Connect your Zendesk account to AppReply so that reviews matching your escalation rules automatically become Zendesk support tickets. The connection uses OAuth 2.0 through Nango.

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Prerequisites

  • A Zendesk account with admin access
  • Your Zendesk subdomain (the part before .zendesk.com in your URL)
  • Permission to create an OAuth application in Zendesk Admin

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Create an OAuth app in Zendesk

Before connecting in AppReply, you need to register an OAuth application in your Zendesk account.
1

Open Zendesk Admin Center

Log in to your Zendesk account and navigate to Admin Center > Apps and integrations > APIs > Zendesk API.
2

Create an OAuth client

Go to the OAuth Clients tab and click Add OAuth Client. Give it a name like “AppReply” and an optional description.
3

Set the redirect URL

In the Redirect URLs field, enter:
This is the callback URL that Nango uses to complete the OAuth flow.
4

Copy your credentials

After saving, copy the Client ID and Client Secret. You will need both in the next section.

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Connect Zendesk in AppReply

1

Open integration settings

In AppReply, go to Integrations (in the Apps section of the sidebar) and find the Helpdesk connections section. Click Connect, then choose Zendesk.
2

Enter your details

Provide your Zendesk subdomain (for example, your-company if your URL is your-company.zendesk.com) along with the Client ID and Client Secret from the previous section.
3

Complete the OAuth flow

A popup window opens where you sign in to Zendesk and authorize AppReply. Once you approve, the window closes and AppReply confirms the connection.
4

Verify the connection

AppReply automatically verifies that it can communicate with your Zendesk account. You will see a green status indicator when the connection is active.

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Webhook sync

After connecting, AppReply sets up a webhook in your Zendesk account to receive ticket status updates. This keeps ticket statuses in sync between Zendesk and AppReply. If the initial webhook setup fails, AppReply retries automatically on the next sync cycle.

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What happens when a ticket is created

When a review matches your escalation rule, AppReply creates a Zendesk ticket with:
  • A subject built from the rule’s subject template (for example, App Review: {rating}★ — {app_name})
  • The review text as the ticket comment/description
  • The priority and tags configured on the rule
  • A link back to the review in AppReply
Ticket status changes in Zendesk (open, pending, solved, closed) sync back to AppReply through the webhook — AppReply shows solved tickets as Resolved.

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Troubleshooting

Make sure the redirect URL in your Zendesk OAuth client matches exactly: https://api.nango.dev/oauth/callback. Also verify that your subdomain, Client ID, and Client Secret are entered correctly.
Check that your escalation rules are active and that the review conditions match. Also verify the Zendesk connection shows an Active status on the Integrations page.
If ticket statuses are not updating, go to Integrations and reconnect the Zendesk connection to re-establish the webhook. AppReply will retry the webhook setup automatically.

Set up escalation rules

Configure which reviews get escalated to Zendesk